Reply to your Google reviews

Once Google Business Profile is connected (it's rolling out), Scala checks your listing for new reviews every few hours and writes a reply to each one in your voice. Nothing is posted until you approve it.

Reply

  1. Open Reviews in the sidebar. Today also shows how many are waiting.
  2. Tap a review to see what they wrote and the reply Scala wrote.
  3. Change the words if you like, then tap Post reply. It shows on Google under your business name.

Not ready yet? Tap Save for later to keep your changes. Tap Skip for reviews you don't want to answer; you can bring them back from Answered.

How Scala writes replies

  • Short and warm, about what the person said, and by their first name when Google shows one.
  • It never promises refunds, discounts or anything that isn't in your offers, and it follows your Never say list.
  • One or two stars: a calm apology and an invitation to contact you directly, with your phone number from your business details, so the conversation moves off the review.

When a one- or two-star review arrives, Scala also emails you straight away (if your alerts are on), so you can answer it soon.

If a reply doesn't go up

Google only takes replies on verified profiles you manage. If Google refuses one, the review says why and you can try again. If Google signed Scala out, reconnect it under Channels.

Related

Didn't answer your question? Email hello@getscala.co and a person will reply within one business day.