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Every review that syncs into Liftify from your connected review sites lands on the Reviews page, and you can answer it there instead of logging into Google or Facebook separately. This article is for owners, managers, and office staff who handle review responses. Use it when you want to answer a new review, update a reply you already sent, or clear up a reply that never made it to the review site.

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Find the review you want to answer

  1. Click Reviews in the left sidebar. The page opens on All Reviews, with a count next to the page title.
  2. Narrow the list using the sub-navigation under Reviews: All Reviews, 1 Star, 2 Stars, Updated (reviews a customer edited and reposted in the last 30 days), and Removed.
  3. Or use the filter pills across the top of the list: Rating, Location, Source, Reply Status, Review Status, Updated, Review Date, and Custom. There is also a Search reviews… box.
  4. To see only what still needs an answer, open Reply Status and choose Haven’t Replied. Choosing Replied shows the ones you have already answered.
  5. Click Clear filters to go back to the full list. If your filters match nothing, you will see No reviews found with the message “No reviews match your current filters.” If no reviews have synced yet, you will see No reviews yet.
Each review appears as a card showing the location name, the date, the reviewer’s name, the star rating (or Recommended / Not Recommended for Facebook), and the review text. Photos and videos the reviewer attached appear as thumbnails you can click to enlarge.

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Write and send your reply

  1. On the review card, click Reply. A reply box opens in place of the button.
  2. Type your response.
  3. Optional: click Templates at the bottom-left of the reply box to reuse a saved reply. Search with Search templates… and click a template to load it. It replaces whatever is in the box rather than adding to it, so pick your template first and edit afterwards. Templates only appear here if they have been set up with the Review Replies surface turned on.
  4. Optional: click the AI reply icon at the top-right of the reply box to have Liftify draft the response for you. See Use AI to draft review replies for how that works.
  5. Click Send. Cancel closes the box and discards what you typed.
After you send, the review card refreshes and your reply appears underneath the review, with your name, the date and time, and a Posted on Google (or Posted on Facebook) label. A Sent from Liftify tag marks replies you sent from here; replies that came in from the review site itself are tagged Synced from Google. Liftify posts your reply to the review site in the background, so the reply shows up in Liftify straight away. While it is on its way, a Sending to Google… tag appears next to it. That tag disappears once the review site confirms the reply.

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Change or remove a reply you already sent

  • Google reviews: click Edit under the posted reply, change the text, and click Send. The reply is updated in place on Google.
  • Facebook reviews: a posted reply cannot be edited or deleted through Liftify — Facebook does not allow it. To change it, edit or remove the comment on Facebook directly.
Click the link icon in the top-right of the review card to copy a direct link to it — a Link copied! confirmation appears. The map-pin icon next to it opens the review on the review site (View on Google / View on Facebook).

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Troubleshooting

There is no Reply button on a review. Liftify can only post replies to Google and Facebook, and only when that location’s review site is connected. Reviews from other sources are shown for reference but cannot be answered from Liftify. A Facebook review also has to have come in through the Facebook connection, not from a listing Liftify only reads publicly. If your Google or Facebook connection has expired, reconnect it and the Reply button comes back. “Response cannot be blank.” The reply box was empty. Type something and click Send again. “Response exceeds 4096 character limit.” The reply box refuses anything over 4,096 characters. Emoji and accented characters count for more than one against the review site’s own limit, so a reply that looks short enough can still be refused after you send it. If that happens, trim it further. A “Failed to send” tag appears on your reply. The reply is saved in Liftify but has not reached the review site. Underneath it you will see either the specific reason the review site gave, or the note: “This reply hasn’t reached Google yet. We’ll retry automatically — or resubmit now.”
  • For Google, Liftify retries once on its own within the hour. If it succeeds, the failure tag clears by itself.
  • To push it through immediately, click Resubmit on the reply. The card refreshes and the reply goes back into the queue.
  • If Resubmit keeps failing with the same message, the review site is rejecting the reply itself — most often because the connection for that location has expired or the account no longer has permission to post. Reconnect the location’s review site and resubmit.
A reply sat on “Sending to Google…” and then turned into a failure. If a reply has not been confirmed after about two hours, Liftify stops showing it as in progress and marks it failed, so the page never implies a reply landed when it did not. Use Resubmit to try again. A failed reply that never reached the review site. When a reply failed before it was ever posted publicly, a Delete button appears so you can clear it out of Liftify and start over. You will be asked to confirm: “Delete this reply? It will be removed from the public review.” You can see reviews but cannot reply to any of them. Replying is a separate permission from viewing. If the Reply button never appears on any review, ask whoever manages your Liftify users to grant your role the review management permission.