Google Reviews

Google Reviews are one of the most important factors influencing customer decisions for local businesses. When potential customers search for your business, your star rating and recent reviews often determine whether they visit or move on to a competitor. Managing reviews effectively means responding promptly, addressing concerns professionally, and encouraging satisfied customers to share their experiences.

Flamel's Google Reviews module centralizes review management for all your locations. Monitor incoming reviews, craft thoughtful responses, and track your reputation metrics across your entire organization from a single dashboard.

Key Features

The Google Reviews module includes several interconnected capabilities:

All Reviews — View and manage all your Google reviews in one place, with filtering and search
Reply Templates — Create reusable response templates to reply consistently and efficiently
Configuration — Set up auto-reply rules and manage your review settings
Analytics — Track review trends, response rates, and reputation metrics over time

Getting Started

Connecting Google Reviews

Navigate to Google Reviews from the sidebar
Click Connect with Google to initiate the OAuth flow
Sign in with the Google account that manages your Business Profiles
Grant Flamel permission to read and respond to reviews
Select which Business Profile account to connect

Once connected, Flamel will sync your existing reviews and begin monitoring for new ones.

Mapping Locations (Hub Users)

If you're managing multiple locations from a Hub, you'll need to map each Google Business Profile location to its corresponding Flamel workspace:

After connecting, you'll see a list of unmapped locations
For each location, select the workspace it belongs to from the dropdown
This ensures reviews appear in the correct workspace context

Responding to Reviews

Navigate to All Reviews to see your review inbox. Each review shows:

The reviewer's name and profile photo
Star rating (1-5 stars)
Review text and any photos
When the review was posted
Reply status (replied/unreplied)

To respond to a review:

Click on the review to expand it
Type your response in the reply field, or select a template
Click Send Reply to publish your response to Google

Your reply will appear publicly on Google within a few minutes.

Managing Multiple Locations

For franchise brands and multi-location businesses, the Hub view provides aggregate metrics across all connected workspaces:

Response Rate — Percentage of reviews that have been replied to
Average Response Time — How quickly your team responds to reviews
Review Velocity — How many reviews you're receiving per week
Location Breakdown — Performance metrics for each workspace

Individual workspace users see only their location's reviews and metrics, keeping the interface focused and relevant.