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

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

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

Review Widget

Setup

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

Widget Best Practices

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

Review Monitoring

Dashboard Metrics

Monitoring Best Practices

1. Check daily — Respond to all reviews within 24 hours
2. Set up alerts — Get notified for new reviews immediately
3. Track competitors — Monitor competitor review activity
4. 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

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

Review AI

GHL's Review AI automates response drafting:

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

Reputation KPIs by Industry

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