Replying to reviews
Updated August 24, 2026
You reply to reviews from the review card itself, in the All reviews feed. For a connected Google profile and for iFood, Pluspoint publishes the reply to the source for you. For every other review site, Pluspoint helps you write the reply, copies it to your clipboard and opens the review so you can paste it. It then records the review as answered for your reporting.
Before you start
- You need Reviews access on a team that covers the location. Replying to a review of a location you are not assigned to returns You don’t have rights to reply this review.
- Publishing to Google requires an active Google integration on the account and a connected Google profile on the location. See Google Business Profile.
- Replying to iFood reviews requires the iFood integration. See iFood.
Where to find it
Reviews → All reviews, or go to https://app.pluspoint.io/reviews/manage. To work through outstanding reviews only, open Filters and turn on Show only reviews without replies. The direct link https://app.pluspoint.io/reviews/manage?withoutReplies=true does the same.
Reply to a Google or iFood review
- Find the review and select Reply.
- Write your answer in Your reply. You can start from a saved template — see Reply templates — or draft it with the AI assistant below.
- Select Publish.
The reply appears on the source immediately.
The reply box has no character counter, but per-source limits still apply. An iFood reply must be 10–300 characters.
Reply on any other review site
Facebook, Trustpilot, TripAdvisor, Yelp, TheFork, Deliveroo, Booking.com, Hotels.com, Expedia, Healthgrades, Zocdoc, RateMDs and Google listings that are not connected cannot be answered through Pluspoint’s API. The composer helps you write the reply and hands it to the site.
- Select Reply.
- Write your answer in Your reply.
- Leave Mark as replied ticked — it is on by default — so the reply text is stored in Pluspoint and the review stops counting as unanswered.
- Select Copy and open. The text is copied to your clipboard and the review opens on the source site in a new tab.
- Paste the reply on the site and submit it there.
If you answered a review outside Pluspoint and only want your reporting to match, select Mark as replied on the un-replied card instead. That records an empty reply.
Draft a reply with Pulse AI
The wand button at the bottom left of the reply box opens the AI assistant. It can translate your draft into English, Spanish, Portuguese, French, German, Italian, Russian, Ukrainian or Polish, change its tone, fix spelling and grammar, make it shorter or longer — or, with Write reply, generate a complete reply from the review itself.
What the reply is generated from:
- The location name, your account’s industry and locale, the star rating, whether the review has text, the reviewer’s name, the review site and the review text.
- Reply language. When the review is longer than five words, the reply is written in the language the analyser detected. For very short reviews the model chooses, falling back to your account language.
- Custom instructions. A Pulse AI auto-reply rule can shape the reply generated here too. If the rule’s locations, ratings and review type match this review, its Custom instructions (optional) text is applied — even when the rule’s auto-posting toggle is off. When several rules match, the newest one is used. This is how you give Write reply a consistent brand voice; see Auto-replies.
Write reply works on reviews from any source, not only Google.
What the card shows after you reply
A Manually replied caption means the reply was recorded in Pluspoint for a site Pluspoint cannot publish to; the plain Replied captions mean Pluspoint published it to the source. Replies that came from a Pulse AI auto-reply rule carry an AI badge instead of the author’s avatar, and replies written directly in Google Business Profile show no author.
Edit or delete a reply
Edit and Delete appear only on replies to a connected Google profile, and on reviews that were marked as replied.
- Edit reopens the composer with the current reply text. On Google, saving overwrites the reply on Google.
- Delete removes the reply immediately, with no confirmation step. On Google, it also removes the reply from Google.
Replies posted to iFood through Pluspoint cannot be edited or deleted from Pluspoint.
Per-source reply rules
| Source | Reply published by Pluspoint | Edit | Delete | Rules to know |
|---|---|---|---|---|
| Google, connected profile | Yes | Yes | Yes | Needs an active Google integration and a connected profile on the location |
| iFood | Yes | No | No | Reply must be 10–300 characters. Reply is hidden entirely when the review has no text, is rated 5 stars, or is more than 5 days old |
| Every other review site | No — Copy and open, then paste on the site | Yes, in Pluspoint only | Yes, in Pluspoint only | The reply is stored for reporting and reply-rate purposes |
Reviews carrying the Deleted chip show no reply controls at all.
Replies written in Google Business Profile
Pluspoint pulls replies written directly in Google Business Profile into the feed every 6 hours. It fills in the reply text and date for any review it has no reply for. Replies you publish from Pluspoint appear on Google straight away.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Couldn’t publish the reply for this review | The Google request failed | Check the Google integration is connected, then retry |
| Couldn’t reply to the review because it no longer exists | The review was removed on the source. Pluspoint verifies this before flagging it | The card gains the Deleted chip and the reply controls disappear. Nothing further to do |
| You don’t have rights to reply this review | Your teams do not cover that location for the Reviews module | Ask an administrator to extend your team scope — see Users and permissions |
| Couldn’t delete | Removing the reply on the source failed | Retry. On Google, confirm the integration is still connected |
| A published Google reply is missing on Google | The review itself was removed on Google | Re-check the review on Google. If it is gone, the card is flagged Deleted on the next attempt |
| iFood refused the reply | The review was already answered, it is a blank review with no feedback, or it was discarded or is pending moderation on iFood | Nothing can be posted for that review |