Responding to Google reviews is one of the highest-leverage habits a local business has, because the reply is public and prospects read it as a preview of how you treat customers. In Pallyy, Google Business Profile reviews land in the same inbox as your comments and DMs, and replies go out through the official API exactly as if you'd answered in Google.
How to respond to Google reviews in Pallyy
Once your Google Business Profile is connected, reviews become inbox conversations like any other.
1. Connect your Google Business Profile
Connect it from Settings > Social Sets; the Google integration guide covers the details, including multiple locations.
2. Find reviews in the inbox
New customer reviews arrive in your inbox alongside comments and DMs, so checking one queue covers every conversation your business is having. No more remembering to open Google separately.
3. Reply from the same screen
Open the review, write your reply, send. The reply publishes through Google's official API, exactly as if you'd typed it in Google Business Profile, and it's public immediately.
4. Route reviews to the right person
Working as a team, assign review conversations to whoever should answer, and use labels to track themes like delivery complaints or staff shout-outs. Review patterns are business feedback wearing a star rating.
How to reply to a positive review
Thank them specifically, not generically. Name the thing they praised, add one detail only the business would know, and keep it to two or three sentences. "Thanks Sarah, the lemon tart is Marco's pride and joy and he'll be delighted" beats "Thank you for your feedback!" in every way a future customer notices.
How to reply to a negative review
A negative review is answered for the audience reading it, not just the reviewer. Acknowledge the specific problem without arguing, say what you've changed or offer to make it right, and move the details offline. Two calm sentences that own the issue will read better to prospects than any defense, and far better than silence.
Reply to every review, not just the bad ones. A profile where the owner visibly engages reads as a business that cares, and Google's guidance encourages responding to reviews as part of maintaining your profile.
Frequently asked questions
Can you respond to Google reviews from a scheduling tool?
Yes. Pallyy's inbox receives Google Business Profile reviews and sends replies through the official API, so answering from Pallyy is identical to answering in Google, just in the same queue as the rest of your conversations.
How quickly should you respond to Google reviews?
Within a couple of business days keeps you looking attentive, and faster for negative reviews since unanswered complaints compound. An inbox that shows reviews beside your other messages makes the habit automatic instead of a weekly chore.
Should you respond to every Google review?
Yes. Positive replies reinforce what customers love and negative replies show prospects how you handle problems. The only wrong move is the pattern where a business only appears when it's defending itself.
Can I manage reviews for multiple locations?
Yes. Multiple Google Business Profile locations can connect in Pallyy, and each location's reviews arrive in the inbox of its social set, which keeps multi-location businesses and agencies from juggling Google accounts.
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