GHL Reputation & Reviews

Overview

GoHighLevel's reputation management tools help businesses automate review collection, monitor online reputation across platforms, and respond to reviews — all from within the platform.

Core Features

| Feature | Description | | ------------------------ | ----------------------------------------------------- | | Review Requests | Automated SMS/email requests to customers for reviews | | Review Widget | Embeddable widget showing reviews on your website | | Review Monitoring | Centralized dashboard for all platform reviews | | Review Responses | Reply to reviews directly from GHL | | Review AI | AI-assisted review response generation | | Reputation Dashboard | Analytics on review volume, ratings, and trends |

Review Request Automation

Workflow Setup

Trigger: Pipeline Stage → "Completed" / "Delivered"
→ Wait 1-2 days (let the experience settle)
→ Send SMS: Review request with direct link
→ Wait 3 days
→ If/Else: Review received?
   → Yes: Send thank-you message
   → No: Send Email: Gentle reminder
→ Wait 5 days
→ If no review: Final SMS reminder
→ Add tag: "review-requested"

Review Request Message Templates

SMS Templates

Initial Request:

Hi {{contact.first_name}}! Thank you for choosing us! 🌟

We'd love your feedback. Could you take 30 seconds to leave a review?

{{custom_values.review_link}}

It means the world to us! Thank you!

Reminder:

Hey {{contact.first_name}}, just checking in! If you have a moment, we'd really appreciate a quick review:

{{custom_values.review_link}}

Thanks so much! 🙏

Email Templates

Initial Request:

Subject: How was your experience, {{contact.first_name}}?

Hi {{contact.first_name}},

Thank you for choosing {{custom_values.business_name}}!

We hope we exceeded your expectations. Your feedback helps us
improve and helps others find us.

Would you mind leaving a brief review? It only takes 30 seconds:

[Leave a Review ▸]({{custom_values.review_link}})

Thank you for your time and trust!

— The {{custom_values.business_name}} Team

Review Link Strategy

Two-Step vs. Direct Link

Two-Step Funnel (Recommended):

Review Request → GHL Landing Page
   → "How was your experience?" (5-star scale)
      → 4-5 stars → Redirect to Google/Facebook review page
      → 1-3 stars → Redirect to private feedback form

Benefits:

Filters negative reviews to private channel
Captures positive reviews on public platforms
Provides opportunity to resolve issues privately

Direct Link:

Send directly to Google or Facebook review page
Simpler but no negative review filtering

Setting Up Review Links

| Platform | Link Format | | ------------ | --------------------------------------------------------------------- | | Google | https://search.google.com/local/writereview?placeid={YOUR_PLACE_ID} | | Facebook | https://facebook.com/{YOUR_PAGE}/reviews | | Yelp | https://www.yelp.com/writeareview/biz/{YOUR_BIZ_ID} |

Store review links as Custom Values (e.g., {{custom_values.google_review_link}}) for easy updating.

Review Widget

Setup

Go to Reputation → Widget Settings
Customize appearance:
- Widget style (grid, slider, list)
- Colors to match your brand
- Number of reviews shown
- Minimum star rating to display
Copy the embed code
Add to your website or funnel pages

Widget Best Practices

Place on high-traffic pages — Homepage, services page, contact page
Show recent reviews — Keep content fresh and relevant
Filter by rating — Only display 4-5 star reviews
Include reviewer names — Adds authenticity (with permission)
Keep it loading fast — Don't overload with too many reviews

Review Monitoring

Dashboard Metrics

| Metric | What to Track | | ------------------------- | ------------------------------------- | | Overall Rating | Average star rating across platforms | | Review Volume | Number of reviews per week/month | | Response Rate | % of reviews you've responded to | | Sentiment Trend | Are ratings improving or declining? | | Platform Distribution | Which platforms have the most reviews |

Monitoring Best Practices

Check daily — Respond to all reviews within 24 hours
Set up alerts — Get notified for new reviews immediately
Track competitors — Monitor competitor review activity
Report monthly — Share reputation reports with stakeholders

Responding to Reviews

Positive Review Response Template

Thank you so much, [Name]! We're thrilled to hear about your
experience. It was a pleasure working with you, and we look
forward to seeing you again! ⭐

Negative Review Response Template

Hi [Name], thank you for taking the time to share your feedback.
We're sorry to hear about your experience and would love the
opportunity to make it right. Please reach out to us directly
at [phone/email] so we can address your concerns.

Response Best Practices

Respond to ALL reviews — Both positive and negative
Be timely — Within 24 hours for positive, within 2 hours for negative
Be professional — Never argue or be defensive
Personalize — Reference specific details from the review
Take it offline — For negative reviews, move the conversation to private
Use AI assistance — Review AI can draft responses you then customize
Thank reviewers — Always express gratitude

Review AI

GHL's Review AI automates response drafting:

Enable in Reputation settings
Configure tone — Professional, friendly, casual
Set auto-response rules — Auto-respond to 5-star reviews
Review before sending — Always check AI-generated responses for accuracy
Customize templates — Train the AI with your preferred response style

Reputation KPIs by Industry

| Industry | Target Rating | Monthly Reviews | Response Rate | | ----------------- | ------------- | --------------- | ------------- | | Dental | ≥ 4.7 | 10-20 | 100% | | Real Estate | ≥ 4.8 | 5-10 | 100% | | Home Services | ≥ 4.5 | 15-30 | 95%+ | | Restaurants | ≥ 4.3 | 20-50 | 90%+ | | Legal | ≥ 4.8 | 5-10 | 100% | | Fitness | ≥ 4.6 | 10-20 | 95%+ |

Key Resources

Reputation Dashboard: Reputation tab in sub-account
Review Widget: Reputation → Widget Settings
Google Business Profile: business.google.com
Help Docs: GoHighLevel Reputation Guide