All reviews
Updated October 2, 2026
All reviews is the single feed of every review Pluspoint has collected for your locations, newest first. Use it to work through unanswered reviews and to check what a specific location or review site is receiving. You can also pull a filtered extract into CSV or Excel for reporting.
Before you start
- You need Reviews access — restricted or full — on one of your teams, or you must be the account owner. Locations you are not assigned to never appear in the feed or in any filter.
- Each location needs at least one review-producing profile. See Profiles.
- Publishing a reply to Google additionally needs a connected Google integration. See Replying to reviews.
Where to find it
Reviews → All reviews, or go to https://app.pluspoint.io/reviews/manage.
Filter the feed
Select Filters at the top of the page, set the fields you need, then select Apply filters.
Filter reference
| Field | Required | Default |
|---|---|---|
| Locations | Yes | Every location that has a review-producing profile |
| Review sites | Yes | Every review site present on the selected locations |
| Timeframe | No | Empty, meaning all time |
| Rating | Yes | All five |
| Category | No | Every category detected on the selected locations |
| Reviews without replies | No | Off |
| Featured reviews | No | Off |
Things worth knowing about the filters:
- Locations drives the other lists. Changing the location selection recalculates which Review sites and Category values are offered.
- Category options come from the AI analyser, so only categories actually detected on the selected locations appear. Reviews with no text contribute no categories.
- Selecting Google in Review sites matches both a connected Google profile and a Google listing that Pluspoint collects without a connection. The same applies to Facebook.
- Selecting the location chip on any review card re-filters the whole feed to that single location.
Deep links into a filtered feed
Charts in Insights and recommendations on your Home dashboard link into this page with the filters pre-filled. Build the same links yourself by adding query parameters to https://app.pluspoint.io/reviews/manage:
| Parameter | Value |
|---|---|
reviewId | A single review id |
companyId | A single location id |
rating | Comma-separated ratings, for example 1,2,3 |
from / to | Start and end of the timeframe |
theme | A single category |
keyword | A single detected keyword |
withoutReplies | true to show only unanswered reviews |
integrationNames | A JSON array of review sites |
For example, https://app.pluspoint.io/reviews/manage?withoutReplies=true opens the feed showing only reviews that still need an answer.
Read a review card
| Element | What it tells you |
|---|---|
| Reviewer name | iFood reviews add (Public) or (Private) |
| Updated chip | The reviewer edited the review after posting it |
| Featured chip | You marked the review as featured for the website widgets |
| Deleted chip | The review no longer exists on the source — either Pluspoint confirmed it or someone on your team marked it. It stays in the feed but can no longer be replied to |
| Star rating and date | The date shown is the last update date |
| Review text | Detected keywords are highlighted in place and colour-coded by sentiment |
| Translate | Appears when the review language differs from your interface language. Keyword highlighting is hidden while a translation is displayed |
| Photo and video thumbnails | Photos and videos the customer attached to a Google review |
Assign a contact to a review
Linking a review to a contact connects it to that person’s record, so you can open their contact details straight from the review card. Reviews that came from a non-anonymous Pluspoint survey are matched to a contact automatically. Everything else you assign by hand.
- On the review card, select Assign contact.
- In the Contact field, type at least two characters.
- Choose a contact and select Assign contact.
Select the × next to the assigned contact to unassign — this happens immediately, with no confirmation.
Feature a review
Featuring hand-picks what your website widgets show. It changes nothing on the review site and nothing in analytics, and only takes effect once a widget is set to Featured reviews — see Website widgets.
Mark as featured and Remove from featured are in the review card’s ⋮ menu, and any rating qualifies, with or without text. The Featured reviews filter shows your current selection.
If the reviewer later edits the review, your site keeps showing the version you featured. The edited version appears as a new card marked Updated and is not featured until you feature it.
Mark a review as deleted
Use this when a review has been removed on the review site but Pluspoint still shows it. Mark as deleted and Unmark as deleted are in the card’s ⋮ menu, and neither asks for confirmation.
In Review analytics a marked review drops out of the Ratings timeline and of the reply-rate calculation, while the period’s Total reviews and average rating still include it.
Google reviews on a connected profile are checked first: if the review is still published, nothing is marked and you see This review is still live on Google. If Google cannot be reached, nothing is marked either — try again later.
Export reviews
The export always covers the filters currently applied to the feed, so narrow the feed first.
- Select Export as CSV at the top right of the page, or open the arrow next to it and choose Export as Excel.
- The file is generated in the background. When it is ready, the notification offers a Download action, and the same download link is emailed to you.
Note Only one review export per user can be running at a time. Wait for the email rather than retrying.
Exported columns
Column headers are always in English, whatever your interface language.
| Column | Contents |
|---|---|
Name | Reviewer name |
Location | The location’s internal name |
Channel | The raw source name, so a connected Google profile reads GoogleOfficial, a connected Facebook profile reads FacebookOfficial, and iFood reads Ifood |
Rating | 1–5 |
Comment | Review text |
Review Date | When the review was posted |
Review Update Date | When the review was last edited |
Reply | Reply text |
Reply Date | When the reply was recorded |
Keywords | Comma-separated keywords detected by the analyser |
Categories | Comma-separated categories detected by the analyser |
Review Link | Public URL of the review, where the source publishes one |
Review ID | The review’s id on the source platform |
Deleted | True or False |
Pluspoint ID | Pluspoint’s own numeric id for the review |
Dates and encoding in the export
- The CSV writes dates as
MM/DD/YYYY HH:mm:sson a 24-hour clock, in UTC. No timezone conversion is applied. - The Excel export writes real date values formatted
yyyy-MM-dd HH:mm:ss, also in UTC, so Excel does not reinterpret them. If your dates look wrong after opening a CSV, use Export as Excel instead. - The CSV has no UTF-8 byte-order mark. That is why accented characters can look garbled when you double-click the file into Excel rather than importing it. See Review export dates in Excel.
Categories
Every review with text is analysed and tagged with categories from a set chosen for your account’s industry. Categories drive the Category filter, the chips in the card footer, and the Strengths, Issues and matrix cards in Review analytics.
| Industry | Categories |
|---|---|
| Restaurants | Food, Service, Atmosphere, Value, Cleanliness |
| Hotels | Location, Rooms, Service, Cleanliness, Amenities, Value |
| Automotive | Quality, Service, Pricing, Expertise |
| Healthcare | Quality of Care, Staff, Scheduling, Communication |
| Retail | Products, Service, Pricing, Experience |
| Wellness | Treatment, Expertise, Environment, Results |
| Other | Quality, Service, Value, Communication, Experience |
Other category labels you may see include Availability, Billing, Check-in/out, Checkout, Delivery, Facilities, Menu, Noise, Policies, Transparency and Wait Time.
Stay on top of new reviews
New reviews do not appear in the open feed on their own. When some arrive, a notification offers UPDATE — select it to reload the feed.
Where reviews come from and how often they refresh
Reviews from a connected Google profile usually arrive within the hour. Facebook, CoverManager feedback and the sites collected on your behalf — Yelp, Trustpilot, BBB, TripAdvisor, Booking.com, Hotels.com, Expedia, TheFork, Deliveroo, Uber Eats, Healthgrades, Zocdoc, RateMDs, and Google or Facebook listings that are not connected — can take up to a day to appear.
Note Collection from the sites gathered on your behalf requires a paid subscription that is within its user and location quotas. If billing lapses or you exceed a quota, those sources stop refreshing.
The sites collected on your behalf are added per location — see Adding review platforms.
Review sites available in the Review sites filter: Yelp, Facebook, Google, Trustpilot, BBB, TripAdvisor, TheFork, Deliveroo, Uber Eats, Booking.com, iFood, Hotels.com, Expedia, Healthgrades, Zocdoc and RateMDs. Instagram, YouTube, X, LinkedIn, Pinterest and TikTok do not carry reviews. Uber Eats publishes only a selection of a store’s five-star reviews, so Pluspoint shows that selection rather than every rating.
Connected profiles take priority
A location can hold both a connected profile and a listing Pluspoint collects without a connection, for Google and for Facebook. Only one set of reviews is shown at a time. When the integration is active and the location’s profile is connected, you see the connected profile’s reviews and the other set is hidden. Disconnecting the integration swaps the visible set, so review counts and dates can change.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Total reviews in Pluspoint is higher than the count on Google | When a customer edits a review, the new version is stored as an additional record. The same reviewer can then appear twice, and the newer card carries the Updated chip. Reviews later deleted on the source also stay in the feed | Compare against the Ratings timeline card in Review analytics, which de-duplicates versions and excludes deleted reviews |
| A review shows the Deleted chip | Either Pluspoint confirmed the review is gone from the source, or someone on your team used Mark as deleted | Nothing to do if it really is gone; otherwise select Unmark as deleted in the card’s ⋮ menu |
| Mark as deleted says the review is still live on Google | Pluspoint checks Google before marking, and the review is still published there | Nothing to do. Mark it again once Google has removed it |
| A location’s reviews disappeared | The location’s Google profile was pointed at a different Place ID or a different Google location, which removes the stored reviews for that profile | Re-check the profile in Profiles and let it re-sync |
| A Google profile stopped syncing | The profile was marked disconnected | Reconnect the profile from Profiles |
| No Category chips or filter options | The analyser only tags reviews that have text, and only after it has processed them | Nothing to configure. Ratings without a comment never carry categories |
| You want to answer many reviews at once | Reviews are handled one card at a time — there is no multi-select | Use Auto-replies to answer new Google reviews automatically |