> ## Documentation Index
> Fetch the complete documentation index at: https://support.dripos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reviews & Results

> Read your Review Agent dashboard, reply to Google reviews, and troubleshoot

Once requests are going out, the **Review Agent** page is where you watch results, reply to reviews, and check what happened to an individual request 📈

## Reading the Dashboard

Four numbers sit at the top. Two are read from Google and two come from the private feedback you collect, and they are never combined into a single figure.

<CardGroup cols={2}>
  <Card title="Google Rating">
    Your average star rating on your Google Business Profile
  </Card>

  <Card title="Google Review Count">
    How many Google reviews that rating is calculated from
  </Card>

  <Card title="Satisfaction Score">
    Derived from the private ratings customers submitted in the period. Never visible outside your account
  </Card>

  <Card title="Requests Sent">
    How many review requests went out in the period
  </Card>
</CardGroup>

Each figure carries a change indicator comparing the range you are looking at with the range immediately before it, so the last 30 days compares against the 30 days before that.

Two charts sit underneath: **Google reviews over time** and **Direct feedback over time**. Because Google syncs once a day, the most recent day on the Google chart is usually incomplete.

<Note>
  The date range and filters apply to the whole page at once, including the tables on the other tabs. Multi-location companies can filter to a single location.
</Note>

## Replying to Reviews

<Steps>
  <Step title="Open the Review">
    Every review synced from Google is listed on the **Reviews** tab with its rating, location, date, and the customer if one is attached.
  </Step>

  <Step title="Start From the Generated Draft">
    The draft is written from the text of that specific review rather than from a template, so it responds to what the review actually says.
  </Step>

  <Step title="Edit Before Sending">
    Anything the review does not contain, like who served the customer or what has changed since, has to be added by you.
  </Step>

  <Step title="Send">
    The reply is published to your Google Business Profile underneath the review, attributed to the business, and visible to anyone who can see the review.
  </Step>
</Steps>

<Warning>
  Reviews cannot be deleted from Dripos, and neither Dripos nor Review Agent can remove one. Reviews come down only when Google removes them under its own policies.
</Warning>

Private feedback is not public and has no reply function. To respond to a private comment, contact the customer directly.

## Matching Reviews to Customers

Private feedback always has a customer on it, because it comes back through a link unique to that customer. Google reviews often do not: Google does not say who left a review, and the name on the review is whatever is on the Google account.

Rather than guess, unmatched reviews are left unattributed. You can attach one yourself from the **Reviews** tab by searching your customers by name, email, or phone, and unlink it again if you attach the wrong person.

<Note>
  An unmatched review still counts toward your rating, review count, and charts. Linking only affects which customer it is attributed to, and which customers get excluded from future review asks.
</Note>

## The Audit Log

The dashboard reports totals. The audit log reports what happened to one customer's request: when the message was sent, which channel carried it, whether it was delivered and opened, whether the customer clicked through to Google, and whether the feedback came back.

Bounced emails and undeliverable texts are recorded here as failures, with the address or number that failed.

<Info>
  A recorded click means the customer opened your Google review page, not that they left a review. The review itself appears after the next daily sync.
</Info>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Customers never see the Google review option">
    An unmapped location is the usual cause. A location with no Google profile paired to it has no review page to send customers to, so the form ends on a plain thank-you with no error shown to anyone.

    Check, in order:

    1. Your approach involves Google at all. **Private feedback only** never shows a review link.
    2. A Google account is still connected in your review settings.
    3. Every location has a profile mapped to it, not just the first one.
    4. The preview reaches a Google review page when you walk a high rating through it.

    Normal private feedback volume alongside flat Google review numbers is the symptom to watch for. Fixing a mapping applies to requests sent from that point on.
  </Accordion>

  <Accordion title="A new Google review is not showing up">
    Google reviews sync once a day at a fixed time, so a review can take up to a day to appear and become available to reply to. Private feedback appears as soon as the customer submits it.
  </Accordion>

  <Accordion title="A customer says they never got a request">
    Check the audit log for that customer. Common causes are no email address or mobile number on file, a bounced email, a previous STOP reply suppressing texts, or requests having been switched off at the time of their visit.
  </Accordion>

  <Accordion title="Can I ask only my happy customers for a Google review?">
    No, and that is deliberate. Asking only customers you expect to be positive is review gating, which Google's review policies prohibit.

    Every customer who submits the feedback form reaches a screen containing the Google review option. The rating changes which action is emphasized, never whether the option is there, and the threshold between the two paths is fixed rather than configurable. Choosing **Private feedback only** is different: no customer is asked for a public review at all.
  </Accordion>

  <Accordion title="Can a customer change their rating?">
    No. The rating is final once submitted. A customer can add or revise written feedback afterwards, but not the number.
  </Accordion>
</AccordionGroup>


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