Google reviews and replies
Connect Google Business Profile to a location, sync reviews, reply with or without an AI draft, and turn on automatic replies safely.
This guide shows you how to connect a location to Google Business Profile, bring its reviews into Spacebrain, and answer them. You can write replies yourself, start from an AI draft, or let Spacebrain answer 4 and 5 star reviews automatically. It is for business owners and agencies who manage Google reviews, including for client workspaces.
Before you begin
- Plan: Reputation is available on paid plans. Any location, in your own workspace or an agency client's workspace, can be connected to Google.
- Google access: a Google account that is an owner or manager of the verified Business Profile for that location.
- A location in Spacebrain: see Add a location.
- Credits: reading and posting replies is free. AI draft and automatic replies use AI credits.
Replies are public
Post reply publishes your reply on Google straight away. Read it carefully and never include private customer details.
Where to find it
Open Reputation and select a location. The location header has Connect Google (if it isn't connected yet), Sync, and Request reviews. Use Reputation → Reviews or Needs Reply to work through reviews.
Connect a location to Google
- Open Reputation → Locations and select the location.
- Select Connect Google. You'll see Opening Google in a new window…
- In the Google window, sign in with the account that manages the Business Profile and approve access.
- Choose the matching Google account and location if asked.
- Close the window when it's done. The Spacebrain page updates on its own.
What you should see: Connect Google disappears from the location header, and Last synced shows a date after the first sync.
If your browser blocks the window, you'll see Your browser blocked the window. Allow pop-ups for Spacebrain and select Try again. If you lose the window, select Show window.
Sync reviews
Select Sync on the location. You'll see how many new reviews synced, or Reviews are up to date. Sync again whenever you want the latest reviews.
Google is always the source of truth. Spacebrain shows recent reviews for the location; it isn't a permanent archive of every review.
Find the reviews that need you
In Reviews or Needs Reply:
- Search reviews or authors to find a specific review.
- Toggle Needs reply to see only unanswered reviews.
- Filter by stars (All stars, or a single rating).
- Sort by Newest, Oldest, Highest rated, or Lowest rated.
Reviews without a name show as Anonymous.
Reply to a review
- Read the full review.
- Type in Write a reply…, or select AI draft to start from a suggested reply. Always edit the draft so it sounds like you and fits the review.
- Select Post reply. You'll see Reply posted.
What you should see: your text appears under Your reply on the review. Check the review on Google to confirm it's live.
Tips for good replies
- Thank the reviewer and mention something specific they said.
- For a complaint, apologize, keep it short, and offer to continue privately, for example "Please call us on the number on our profile."
- Never confirm private details such as appointment dates, treatments, or order numbers.
Turn on automatic replies
Automatic replies are controlled in AI Copilot, not in Reputation.
- Open AI Copilot → Behavior & instructions.
- Find Review replies: "Reply to new Google reviews."
- Choose an operating mode:
- Off – nothing happens (the default).
- Draft – Spacebrain writes a reply for each new review with text and saves it for you to check and post.
- Auto – Spacebrain posts replies to 4 and 5 star reviews only. Anything lower always waits for a person.
- If your workspace shows instructions for the capability, add guidance such as your sign-off or topics to avoid.
Auto mode has a daily limit on how many replies it posts. Replies are never written for reviews that already have a reply, and a draft you are editing is never overwritten. Each AI reply uses credits. See AI Copilot.
Start with Draft for a week. Once you're happy with the drafts, switch to Auto.
See your review trends
Open Reputation → Overview and choose Last 30 days, Last 90 days, or Last 12 months:
- Average rating and Total reviews (all time).
- Response rate – how many reviews you've answered.
- Needs reply – reviews awaiting a response.
- Reviews over time and Rating breakdown charts.
Worked example: an agency managing a client's reviews
An agency opens its client's workspace, adds the client's two locations, and selects Connect Google on a call with the client, who signs in to Google as the profile owner. They set Review replies to Draft. Each morning, an account manager opens Needs Reply, edits the drafts, and posts them. After two weeks, they switch to Auto so 4 and 5 star reviews are thanked automatically, and keep answering lower ratings by hand.
If something goes wrong
| What you see | What to do |
|---|---|
| Connect this location to Google to sync its reviews. | Select Connect Google on the location. Review requests already work once the review link is added. |
| No reviews yet — hit Sync to pull them in. | Select Sync. |
| The Google window closes but nothing changes | Make sure you signed in with an owner or manager of that Business Profile, then try again. |
| Your location isn't listed in Google | Check that the Business Profile is verified in Google. Some profiles need Google's approval before other apps can access them. |
| Post reply fails | Reconnect Google. Your access may have been removed or changed in Google. |
| Reviews look old | Select Sync and check Last synced. |
| No review data yet on Overview | Connect the location and run a sync. Charts appear once reviews arrive. |
To remove access completely, disconnect in Spacebrain and also remove Spacebrain from your Google account's third-party access. See connection lifecycle.
FAQ
Can Auto reply to 1 star reviews?
No. Auto only posts replies to 4 and 5 star reviews. Lower ratings always wait for a person.
Can I edit a reply after posting?
Edit or delete it in Google Business Profile.
Can I tell which review request led to a review?
No. Google doesn't share who wrote a review, so reviews can't be matched to requests.
Next step
Ask more customers for reviews with review requests and sequences.
Next step
Keep moving
Open the relevant Spacebrain screen or contact support if you need help.
Last updated on
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