Google Reviews

New Google reviews of your business become tickets in the inbox. You reply from the ticket, and your reply shows under the review on Google.

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What it does

Once connected, Chatarmin CX checks Google about once an hour for new reviews. Each new review becomes its own ticket, so a review does not show up the moment it is posted. Low ratings get a higher priority, so a one-star review does not wait behind five-star praise. You reply from the ticket. The reply appears publicly under the review on Google. AI suggestions and AI Agents work on review tickets as they do on other review channels.

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Before you start

• A Google account that is an Owner or Manager of a verified Google Business Profile.
• Admin access in Chatarmin CX. Only admins can connect Google Reviews, switch locations on or off, and refresh the location list.

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Connect Google Reviews

Right after you connect, Chatarmin CX runs one check straight away. Until it finishes, the page says Waiting for the first check. After that it shows when the last check ran.

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Check that it works

Open the Google Reviews channel. When Waiting for the first check. changes to a last-check time, the connection works. A new review at a switched-on location becomes a ticket within about an hour.

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Choose your locations

Every location starts switched on. Under Locations, switch off the ones you do not want reviews from. Reviews from switched-off locations do not become tickets.

• Refresh locations asks Google for your current locations. New locations start switched on. Locations you already have stay in the list.
• If you connect again, your on/off choices are kept.

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What a review ticket looks like

• Subject: the star rating and the first words of the review, for example 4/5 · Friendly staff and quick delivery. A review with stars only reads Google review.
• Priority: 1 or 2 stars is high, 3 stars is medium, 4 or 5 stars is low.
• Review card: stars, location, and reviewer. When the reviewer is anonymous, the name is “Google user”. A Replied tag shows once a reply is on Google.
• One ticket per review. Each review also gets its own contact.
• Edits: when a reviewer edits a review, the same ticket updates at the next check, also after you have replied. It does not create a second ticket. The subject and review text update. If the stars change, the priority follows the new rating and replaces a priority you set by hand.
• Edit note: an internal note on the ticket shows what changed: the old and new stars, and the text before and after. Long text is shortened. If an edit changes nothing visible, there is no note.

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What comes in and what does not

• The first check for a location looks back 30 days. It picks up reviews posted or edited in that time. Older reviews are not imported.
• Reviews that already have a reply on Google do not become tickets.
• Replies you post directly on Google are not synced. The Replied tag follows replies you send from Chatarmin CX. It also refreshes from Google when the reviewer edits the review.
• Reviews deleted on Google are not removed from Chatarmin CX. The ticket stays.
• Only reviews are supported. Questions and answers and photos are not.
• If Google translated a review, the ticket can show both the translation and the original text.

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Reply to a review

Open the ticket and write your reply like any other message.

• A review has one reply. If you send again, the new reply replaces the old one on Google. The composer reminds you: “Sending again replaces your reply on Google.”
• Replies are plain text, up to 4096 characters. Google counts size in bytes, so a long reply with accents or emoji can still be refused.
• Attachments are not supported.
• AI replies to reviews are public too. Read the first AI replies before you let them send on their own.
• If you use AI disclosure, the notice is added to AI replies as plain text.

If a reply fails, the failed message tells you why:

• Google access was revoked or expired. Click Reconnect Google on the failed message.
• This review no longer exists on Google. The reviewer or Google deleted it. There is nothing to reply to.
• This Google review reply could not be sent. Try again. Short Google outages are retried for you.

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Filter reviews

In views, rules, and inbox filters you can use:

• Channel set to Google Reviews.
• Review rating set to 1 to 5 stars.

The Review rating filter works for all review channels: Google Reviews, Reviews.io, eTrusted, and Judge.me. Add a channel filter if you only want one of them. For example, Channel is Google Reviews plus Review rating is 1 or 2 shows only low-star Google reviews.

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Disconnect Google Reviews

Open the Google Reviews channel and click Delete. Confirm in the dialog.

• Chatarmin CX stops checking Google, so no new tickets come in. It also asks Google to cancel the access it was given.
• Your existing tickets stay in the inbox, but they lose their link to the channel.
• Replies you already sent stay on Google.

You can also remove the permission yourself in your Google account settings under third-party access.

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Fix common problems

Still stuck? Contact support@chatarmin.com with the Google email and the location name. Do not send passwords.