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A location in Liftify is one of your physical shops, branches, or service areas. Almost everything else in the product hangs off locations — reviews are counted per location, campaigns send per location, and the Inbox shows which location a conversation belongs to. Getting the details right on each one is worth ten minutes early on.
Locations aren’t created from the client portal. If a location is missing, contact Liftify support and we’ll add it. Once it exists, you can edit everything on this page yourself.

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Open a location for editing

  1. In the left sidebar, click Locations.
  2. Find the location you want. Either click Edit on its card, or open the location and click Edit location at the top of the page.
The Edit Location window opens on the Location Details tab. Make your changes and click Save Changes — or Cancel to close without saving. You need a role that includes the Edit location settings permission. Without it, the Edit and Edit location buttons don’t appear.

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See locations Liftify has made inactive

The Locations list shows your active locations. To bring the inactive ones into view, open the Location Status pill and choose All (include inactive); Active puts the list back to normal. An inactive location’s card carries an Inactive badge. Its numbers are still there, so you can compare a branch you closed against the ones still running, and its Contacts and Reviews links still open the records it counts.
An inactive location’s card is read-only. There is no Edit button and clicking the card doesn’t open it — the record isn’t reachable while it’s inactive. To change anything on it, ask your Liftify account manager to make it active again. See Why your locations are inactive.
The Export CSV on this page follows whatever filters you have set, including Location Status, and the file ends with a deactivated_at column so you can tell the inactive rows apart. Elsewhere in Liftify — Reviews, Contacts, the Inbox, Tasks, Surveys, Jobs — the equivalent control is a Location Status pill offering Active locations, Inactive locations or All locations, defaulting to active. And in any Location filter, a location that has been made inactive is listed with (inactive) after its name, so a filter you set months ago still reads properly.

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The fields that matter

Everything below is on the Location Details tab. Below those, you may see extra fields specific to your business. These are the custom location fields set up for your account, and they appear here only once at least one of your locations has a value in them.
Location Name is used for matching and filtering all over the product, so avoid renaming a location casually — pick a name that will still make sense in six months.

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Reply-To Email — the setting to think twice about

Reply-To Email controls where a customer’s reply goes when they reply to an email Liftify sent on this location’s behalf.
  • Leave it blank and replies come back into Liftify. They land in your Inbox as a conversation, alongside your text messages, so anyone on your team can see and answer them.
  • Enter an address and replies go to that mailbox instead. They will not appear in the Liftify Inbox at all.
Setting a custom reply-to address takes those replies out of Liftify entirely. Nobody on your team sees them in the Inbox, they aren’t attached to the customer’s history, and nothing about them shows up in your reporting. Leave the field blank unless you have a specific reason not to.
If you do fill it in, Liftify shows a reminder on the form while the custom address is in place. To go back to normal, clear the field and save — a blank field always means “keep replies in the Inbox”. Campaigns can also carry their own reply-to address. When one does, it wins over the location’s setting for emails sent by that campaign.

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Call Forwarding Number

When a customer calls this location’s dedicated Liftify number, Call Forwarding Number is where that call gets sent — usually your main office or shop line. Leave it blank and the call isn’t forwarded anywhere. This field is only available on a location that has its own dedicated number. If the location shares a number with your other locations, the field is replaced by a note reading “Call forwarding requires a dedicated number.” Contact Liftify support if you want a dedicated number for a location. You may also spot this from the Inbox: an incoming call on an unforwarded number shows “Call forwarding is not configured for this number.” with a Set up link that takes you straight to this field.

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The other tabs

The Edit Location window has more than one tab:
  • Location Details — everything covered above.
  • AI Review Responses — per-location settings for AI-drafted review replies. See AI review replies.
  • AI Inbox — per-location guidance for AI-drafted Inbox replies.
Both AI tabs inherit from your account-level settings until you change something here, and each shows whether the setting is inherited or overridden for this location. Clearing a prompt box goes back to inheriting the account version.

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Troubleshooting

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I can’t find an Add or New Location button

There isn’t one. Locations are added for you — contact Liftify support with the location’s name and address.

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The Edit button isn’t there

Your role doesn’t include the Edit location settings permission. Ask whoever manages roles in your account to add it.

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A location I expect isn’t listed

Two things to check. First, the Location Status pill: an inactive location is hidden until you choose All (include inactive). Second, your Liftify user may be limited to certain locations — ask someone with access to all locations to check.

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Saving fails with an error on a field

The error appears under the field it applies to. Common causes are a location name that another location already uses, a timezone that isn’t one of the options in the list, and a call forwarding number entered on a location without a dedicated number.