Reputation Management
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      1. Using swivl
      2. Reputation Management

      Google Reviews

      Respond to Google reviews within swivlStudio

      Video Walkthrough

       

      Setup

      1. Navigate to Settings > Apps > Google
      2. Click + Add Instance
      3. Assign a Name to this instance. Choose a name that will help you easily recognize this Google Account in the future.
      4. Click Register for API Access
       
      5. Login with your Google account
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      6. Ensure that you receive an “Access Granted” message
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      7. Within Property Manager, select each facility’s Google Account and Location Name
       
      8. Wait about an hour and then navigate to the Reviews section of swivlStudio to ensure that your Google Reviews are populating. If all of your reviews have been responded to, you may need to select “Responded” in the righthand column for anything to show up in the lefthand column
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      Troubleshooting

      OAuth Misconfigured

      If you see “OAuth Misconfigured” instead of “Access Granted,” you’ll need to revoke your API access and then reregister
      1. Follow the provided link to be taken to your Google Account
       
      2. Select swivl
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      3. Scroll down and select “Delete all connections you have with swivl”
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      4. Confirm that this is the action you’d like to take
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      5. Now back in swivlStudio, select Reregister API Access, and be sure to select the correct account this time around
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      Addresses Not Showing in Dropdown

      Occasionally, the address of one of your stores won’t be included in the Google Account and Location Name dropdown in Store Finder.
      This is likely a permissions issue. To fix this, make sure the email address you’re signed in with is attached to the store’s Google Business Profile. If it isn’t, have an owner of the Google Business Profile follow the steps below to add it
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      Reply to Reviews

      Use Filters

      In order to filter what’s being shown on the left, use the checkboxes on the right. For instance, check “5 Star” if you only want to see 5-star reviews
      Screenshot 2023-10-20 at 11.57.02 AM.png
      You can also filter by status, provider, and store. Select “Clear” to remove all checks and show all reviews

      Reply Individually

      1. When you select the “Reply Now” button on one of the reviews, a draft of a reply will be automatically generated for you (if it isn’t, select the lightning bolt icon)
      2. Edit the reply as you see fit and click “Publish Reply”
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      3. If instead, you’d like to use one of the quick replies/templates that’s set in Property Manager, select an option from the quick reply drawer
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      Batch Replies

      Individually check the reviews you’d like to batch reply to or follow the steps below to speed up the process:
      1. Filter your replies so that only the ones you want to reply to are showing
      2. Check “Select All” then click the “Reply to selected” button
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      3. Come up with a reply that makes sense for all of the selected reviews, or use a quick reply. Make sure that the number next to Publish makes sense before submitting
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