Who is this for?
Merchants who need to respond to customer feedback and handle daily review tasks.
Overview
This guide shows you how to use your Review List as your main command center. You’ll learn how to filter for negative feedback, understand AI sentiment tags, and use the AI Smart Reply assistant to write professional responses in seconds- helping you shift from searching for feedback to acting on it.
Note: This feature is available to Superbundle merchants with Engage.
Before You Begin
A connected Google Business Profile.
AI Credits, required for Smart Reply and Translation features.
Step-by-Step Guide
Filter Functions
These are your primary tools for daily review management, located just above the review list.
Sentiment Category Filter
Use the dropdown to view reviews based on their overall sentiment. This filter combines star ratings with AI sentiment analysis:
Negative: 1–2 star ratings or “Poor” / “Terrible” sentiment.
Neutral: 3-star ratings or “Average” sentiment.
Positive: 4–5 star ratings or “Good” / “Excellent” sentiment
Reply Status Filter
Use this dropdown to quickly identify which reviews still require a response.
Search Box
Enter a customer's name or a keyword, then press Enter. The review list will update to show only reviews that match your search term.
Sort your Reviews
Click the Sort icon and select 'Add Condition' to choose how your reviews are ordered.
You can sort by:
Date: Newest first (default) or Oldest first.
Rating: Highest first or Lowest first.
Sentiment: Most Positive first or Most Negative first
Applying Advanced Filters
For more specific results, click the Filter icon to open the filter modal. Here, you can combine multiple conditions, and all selected conditions will work together (AND logic) to narrow your results.
Basic Filters
Rating: Choose one or more star ratings.
Comment: Filter reviews that include a written comment or those without one.
Date: Select a custom date range to refine results within the global date selection.
Advanced Filters
Overall Sentiment: Filter by one or more of the five sentiment levels (e.g., Terrible, Poor).
Topic: Select business topics to find reviews that mention them. You can also filter by subtopic and sentiment for that topic.
You can click 'Clear All' in the modal to remove every condition you've applied.
Note: When you're done with a specific search, click 'Reset' on the filter bar.
Understanding the Review
Each review in your list includes key details to help you understand the context quickly before responding. Here's what each part means.
Core Information
This section contains factual data pulled directly from the customer’s Google review.
Reviewer Details
Displays the customer's name, avatar, their 1–5 star rating, and the business location they reviewed.
Timestamp
Shows a relative time (e.g., “3 days ago”). Hover over the timestamp to see the exact date and time. If the reviewer edited their comment, the tool tip will also show the Edited on date and time.
AI-Powered Sentiment Analysis
Located directly below the star rating, this gives you an instant, AI-driven interpretation of the review's tone based on the sentiment logic.
Overall Sentiment
A single final score summarizing all topic-level sentiments detected in the comment.
Topics
Highlights specific aspects of your business (e.g., Service, Value) detected in the review. Each tag is color-coded based on its sentiment level, offering a clear breakdown at a glance.
Handling Comments
These features help you read and process comments more easily.
Long Comments
Reviews longer than 40 words are shortened for readability. Click more to expand and read the full comment.
Translated Comments
If the review is written in a different language from your browser, it will be automatically translated. Click See Original to view the untranslated version.
Photos and Videos on Reviews
Photos and videos the customer added show at the bottom of the review, just above the 'Reply' button. If the review was translated, they sit below the 'See Original' line.
A video has a play icon on it, so you can tell it apart from a photo at a glance.
Only the first few show as thumbnails. The rest collapse into one thumbnail that tells you how many are left, like '+4 more' or '+20 more'.
Click any thumbnail to open it larger. Use the arrows to move through the rest, and the counter under the photo tells you where you are, such as '17 / 23'. Videos play here too.
Most reviews will not have any. Not every customer adds a photo, so a review with nothing below the comment is normal.
Note: This works on older reviews too, not only new ones, so a review from last year shows its photos the same way.
Taking actions on Comments
The action button at the bottom of each review changes based on whether you’ve already replied.
Replying to New Reviews
If you haven’t responded yet, the button will show Reply.
1. Click Reply.
2. You can type your response manually or use Smart Reply, which generates an AI-assisted reply for you.
Editing an Existing Reply
If you’ve already responded, the button will show Edit Reply.
1. Click Edit Reply.
2. You can update your response, delete it, or use Smart Reply to generate a new suggestion.
FAQ
1. Why are some reviews not syncing?
Google may still be moderating the review. We only receive reviews after Google approves them. (Refer to Google's official API) We sync new approved reviews every 10 minutes. If it’s missing after 24 hours, it’s likely still under moderation or removed by Google. (Refer to content policies)
2. How long does it take for my reply to appear on Google?
Replies are sent instantly but still go through Google’s moderation.
Most replies appear within minutes, but sometimes it may take a few hours.
3. Why is my reply not syncing?
If you replied directly on Google, we can only sync it after Google approves it. We pull updates when you refresh or search your review list.
For faster accuracy, reply through the dashboard to update the “Replied” status instantly.
4. Why is the review I'm looking for missing from the date range I selected?
Reviews are filtered by last updated time, not the original post date.
If a customer edits an older review, it will appear under the month it was last updated.
5. Why don't I see photos on some reviews?
Because the customer did not add any. Most people write a review without a photo or video, so a review with nothing below the comment is normal.
6. A photo or video on a review will not load. What do I do?
You will see a placeholder where it should be, and you can try loading it again without refreshing the page. The review text and star rating still show as normal. Photos and videos are streamed straight from Google rather than saved by StoreHub, so one can fail to load. If it still will not load after a few tries, check again later.
7. Do the photos show in the low rating alert email too?
Yes. When a review with photos or videos sets off a low rating alert, the email shows the same thumbnails, so you can see what the customer photographed without opening the dashboard.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].