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Your online reviews are one of the most powerful factors in whether a potential customer chooses your business. Positive reviews can increase the likelihood of customers using your business by 94%, and 89% of consumers are more likely to choose a business that responds to reviews. The HoopAI Platform lets you manage your entire review presence from a single dashboard.
Reviews and reputation management article

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Why this matters

Most businesses have more happy customers than reviews. The gap between how good a business actually is and how it appears online is a reputation gap — and it costs you new customers every day. Proactively requesting reviews from satisfied clients closes that gap systematically, and responding to every review signals that you are engaged and trustworthy.

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How to set up and use reputation management

1

Connect your Google and Facebook profiles

Go to Settings > Integrations and connect your Google Business Profile and Facebook Business Page. Once connected, the platform automatically pulls in your existing reviews from both platforms.
Connect Google and Facebook integrations
2

Configure your review settings

Go to Reputation in the left sidebar, then open Settings. Configure:
  • Review request link: Customize the direct link sent to contacts when requesting a review
  • Automated review request messages: Set up the email and SMS templates used for review requests
  • Review widget: Configure the website widget that displays your reviews as social proof
3

Send review requests

Request reviews from individual contacts or in bulk:
  • Individual: From any contact profile or active conversation, click Request Review
  • Bulk: From the Contacts section, select a list or smart list and use the Bulk Action to send review requests to all selected contacts at once
Review request interface
Timing matters. Send the review request within 24 hours of a completed service or positive interaction while the experience is still fresh in the customer’s mind. Automated workflow-triggered requests are the most effective approach.
4

View and manage reviews

In the Reputation tab, view all your Google and Facebook reviews in one place. See the review text, star rating, date, platform, and response status at a glance.
5

Respond to reviews

Click any review to open a response editor. Write your reply and submit — your response is published directly to Google or Facebook without leaving the HoopAI Platform.
Review response editor
Responding to both positive and negative reviews shows responsiveness, builds trust with potential customers, and encourages more customers to leave reviews of their own.
6

Dispute negative or spam reviews

For reviews that are inaccurate, inappropriate, or spam, use the Dispute option within the review details. This flags the review for removal consideration by Google or Facebook.

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Key points

Responding to reviews — both positive and negative — signals to potential customers that you are engaged and care about their experience. It also signals to Google’s algorithm that your listing is active, which can improve your local search ranking over time.
You can trigger automatic review requests through workflows. After a client completes an appointment, or a job is marked as done, a workflow can automatically send them a review request — capturing feedback while the experience is fresh.
The review widget can be embedded on your website to display your Google and Facebook reviews automatically. This builds social proof for new visitors without any ongoing manual work required.
If you have an existing customer list, consider sending a one-time bulk review request campaign. Even a modest response rate from a large list can significantly increase your review count and average rating.

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Key benefits

Positive reviews increase the likelihood of customers choosing your business.
Businesses that respond to reviews win significantly more new customers.
View, respond to, and track reviews from Google and Facebook in one place.
Send review requests automatically through workflows after key customer milestones.
Flag and dispute spam or inaccurate negative reviews directly from the platform.
Last modified on March 8, 2026