Review Manager
Calm, approved replies to every Google review.
Review Manager
Customer Support & Success
- RuleDone:
A customer posts or edits a Google review.
- AIDone:
Rules set the severity; AI tags topics and sentiment.
- RuleDone:
Serious complaints alert the location manager right away.
- RuleDone:
It drafts a reply and checks it for personal data, offers and risky wording.
- PersonWaiting for approval:Waiting for you
The location manager approves or edits; legal-flagged replies need a second person.
- RuleNot started:
The approved reply is posted, and themes feed the weekly report.
For example: A three-branch salon gets a 2-star review about a long wait.
Waiting for you. Nothing has changed yet.
Approval for money/legal actions. Approval always required for money and legal actions.
What is Review Manager?
In shortReview Manager is an AI automation for Customer Support & Success teams that works with Gmail, Google Business Profile and Slack. Drafts a calm, on-brand reply to every Google review for a manager to approve, alerts managers to serious complaints and reports themes weekly. It is built for owner of a local or multi-location business, location manager and customer service lead.
Last reviewed
Key facts
- Department
- Customer Support & Success
- Starts when
- A new Google review is posted, or an existing review is edited
- Works with
- Gmail, Google Business Profile, Slack
- Run modes offered
- Shadow, Draft and Assisted
- Human control
- Approval for money/legal actions
- Status
- Available now
The problem today
Owners read reviews on their phone at night and reply late or never. Angry reviews get emotional replies, and sometimes a manager reveals a customer's visit details by mistake. Today: 3–5 minutes per review, for 20–500 reviews a month across locations.
What it does
Every new or edited Google review gets a short reply draft in your brand voice and in the reviewer's language, using only facts you approved. Serious complaints, like low ratings, allegations or legal words, reach the location manager in the same run. A manager approves every reply before it is posted. Each week the owner gets a short report of recurring themes and rating trends per location.
How does Review Manager work?
How it works- Rule you set
- AI step
- A person decides
- Step 1Rule
A customer posts or edits a Google review.
- Step 2AI
Rules set the severity; AI tags topics and sentiment.
- Step 3Rule
Serious complaints alert the location manager right away.
- Step 4Rule
It drafts a reply and checks it for personal data, offers and risky wording.
- Step 5Person
The location manager approves or edits; legal-flagged replies need a second person.
- Step 6Rule
The approved reply is posted, and themes feed the weekly report.
What you get
Key features- Replies in the review's language, with your sign-off per location
- Batch approval for calm 4–5 star replies (still one approval per reply)
- Reminder at 12 hours and owner escalation at 24 hours
- Strict privacy mode for healthcare
- Weekly theme report per location
- Push notifications with a 30-minute backup check
How much does it do on its own?
Run modesPick a mode to see what Review Manager would do at each step.
Every automation starts in Shadow. Move it up when you are ready, and back down at any time. How run modes work
Review Manager in Shadow
Runs on real data and shows what it would have done. No app is changed and no message is sent.
- Rule
A customer posts or edits a Google review.
Watches for it
- AI
Rules set the severity; AI tags topics and sentiment.
Runs on real data, read only
- Rule
Serious complaints alert the location manager right away.
Runs on real data, read only
- Rule
It drafts a reply and checks it for personal data, offers and risky wording.
Runs on real data, read only
- Person
The location manager approves or edits; legal-flagged replies need a second person.
Shown to you as a suggestion
- Rule
The approved reply is posted, and themes feed the weekly report.
Shown to you as a suggestion
Not offered: Auto. Anything touching money, contracts or legal records needs a person's approval.
Shadow vs Assisted for Review Manager
Assisted is the most it can do on its own, because Auto is not offered for it. Here is each step side by side.
| Step | Shadow | Assisted |
|---|---|---|
| In short | Runs on real data and shows what it would have done. No app is changed and no message is sent. | Confident, low-impact actions run. Anything risky waits for approval. |
| Step 1A customer posts or edits a Google review. | Watches for it | Runs itself |
| Step 2Rules set the severity; AI tags topics and sentiment. | Runs on real data, read only | Runs itself |
| Step 3Serious complaints alert the location manager right away. | Runs on real data, read only | Runs itself |
| Step 4It drafts a reply and checks it for personal data, offers and risky wording. | Runs on real data, read only | Runs itself |
| Step 5The location manager approves or edits; legal-flagged replies need a second person. | Shown to you as a suggestion | Still waits for a person |
| Step 6The approved reply is posted, and themes feed the weekly report. | Shown to you as a suggestion | Runs once the step before is cleared |
| True in every mode | Every reply needs human approval; Auto is not offered. | |
What it will never do on its own
Safety & human control- Every reply needs human approval; Auto is not offered.
- Never offers refunds, discounts or gifts, and never asks a reviewer to change or remove a review.
- Never writes, requests, buys, hides or reports reviews.
- Never reveals visit dates, orders, treatments or other customer details; in healthcare it never confirms someone is a patient.
- Reviewer names are never stored or sent to AI, and there is no CRM lookup of the reviewer.
- You approve before it acts
- Your data stays yours
- It knows its limits
- Stop anytime
What will you see on your dashboard?
Results you can trackTargets are quality goals the automation is built to reach. Estimates are calculated from your own volumes.
- Target
Response coverage (target: ≥ 95%)
A goal it is built to reach
- Target
Median reply time (target: under 24 hours)
A goal it is built to reach
- Tracked
Rating trend per location
Measured on your own data
- Tracked
Top recurring complaint themes
Measured on your own data
- Tracked
Serious complaints and time to alert
Measured on your own data
- Target
Serious-complaint recall (target: 100%)
A goal it is built to reach
- Target
Personal data leaks and incentive text in drafts (target: 0)
A goal it is built to reach
A three-branch salon gets a 2-star review about a long wait. The branch manager gets a Slack alert within minutes, then approves a calm reply that apologises and points to the salon's care email.
Who is Review Manager for?
- Owner of a local or multi-location business
- Location manager
- Customer service lead
Industries: Hospitality & restaurants, Healthcare & clinics, E-commerce & retail, Home & field services, Real estate
Also useful for: Marketing & Growth
Connects to the apps you already use
Works withApp names are trademarks of their owners. Charviam connects to them; it is not a partner or reseller.
- Gmail(optional)
- Google Business Profile
- Slack
What do you need to set it up?
Setup- Connect Google Business Profile as a location Manager and pick the locations
- Approve a brand voice profile and optional sign-off per location
- List approved facts (hours, services, policies) and the complaint contact
- Choose approvers per location and escalation contacts
- Pick your industry (healthcare turns on strict privacy mode)
Typical setup
- 01Connect your apps
- 02Configure the rules
- 03Run a watch-only trial
- 04Go live
Not included
- Asking for, generating or buying reviews
- Removing, hiding or reporting reviews to Google
- Other review sites (Yelp, Trustpilot, Amazon, Zomato)
Questions about Review Manager
FAQSee Review Manager on your own data
WalkthroughIt starts in Shadow, where it only watches and suggests, so nothing changes in your apps until you say so.