> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eat-now.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing and replying

> All your reviews in one page — Google, private feedback and TripAdvisor — with an AI assistant that writes your replies for you.

Everything lands in **Reviews** in the left sidebar. The page has four tabs.

| Tab                     | What's in it                                 | Can you reply?                   |
| ----------------------- | -------------------------------------------- | -------------------------------- |
| **Google reviews**      | Your public Google reviews, live from Google | Yes — published on Google        |
| **Internal feedback**   | Private ratings collected by EatNow          | Yes — sent to the guest by email |
| **TripAdvisor reviews** | Your public TripAdvisor reviews              | No — read-only                   |
| **QR Codes**            | Your printable review QR codes               | —                                |

## Google reviews

This tab reads your reviews directly from your Google Business listing, and your replies are published back to Google.

<Steps>
  <Step title="Connect Google">
    If the tab shows **"No integration"**, connect **Google My Business** in **Settings > Integrations > Integrations list**.

    <Frame caption="Before Google is connected, the tab invites you to set it up.">
      <img src="https://mintcdn.com/eatnow/-cQp9jL7Dfsj72EN/images/screenshots/reviews-google-empty.png?fit=max&auto=format&n=-cQp9jL7Dfsj72EN&q=85&s=3de9030b56a0bfca061c851f3ed3e8a2" alt="The Google reviews tab showing the no integration empty state" width="2800" height="1240" data-path="images/screenshots/reviews-google-empty.png" />
    </Frame>
  </Step>

  <Step title="Find the ones that need you">
    Use the filter at the top right: **All reviews**, **Unanswered**, or **Answered**. Each review carries a green **Answered** or red **Unanswered** badge.
  </Step>

  <Step title="Generate a reply">
    Click **Generate**. The AI writes a reply in the guest's own language, based on their rating and their comment.
  </Step>

  <Step title="Adjust it">
    Not happy with it? Use **Regenerate**, or open the dropdown next to it for **Shorter** / **Longer**. You can also edit the text by hand — it's a normal text box.
  </Step>

  <Step title="Publish">
    Click **Reply**. The answer is posted on Google under the review, in your restaurant's name.
  </Step>
</Steps>

<Tip>
  Reviews written in another language show a **See translation** link, so you know what you're replying to.
</Tip>

### What the AI writes

The assistant is briefed to write like a community manager for your restaurant: courteous, humble, around 50 words, always in the customer's language, never signed, never repeating the guest's words back at them, and never mentioning the platform. For a negative review, it addresses the specific problem raised.

<Note>
  The AI produces a **draft**. Nothing is posted until you click the reply button. Read it before sending — especially on a negative review, where a specific gesture from you is worth more than any generated sentence.
</Note>

## Internal feedback

This tab lists the private ratings collected through the follow-up and the QR codes — the ones that never went public.

<Frame caption="Each card shows the guest, the rating, the comment, and whether they were redirected to Google.">
  <img src="https://mintcdn.com/eatnow/-cQp9jL7Dfsj72EN/images/screenshots/reviews-internal-list.png?fit=max&auto=format&n=-cQp9jL7Dfsj72EN&q=85&s=22adee40419f53f99509a42ce40820da" alt="The Internal feedback tab listing guest ratings with Internal and Redirected to Google badges" width="2800" height="1720" data-path="images/screenshots/reviews-internal-list.png" />
</Frame>

At the top, a recap gives your **internal rating** — the average of everything collected — next to your public Google rating.

Each card carries a badge:

* **Internal** — the guest rated 4 stars or less, the comment is yours alone.
* **Redirected to Google** — the guest gave 5 stars and was sent to the platform.

Click **See reservation** to open the booking behind the review, or the guest's name to open their customer file.

### Reply to private feedback

<Steps>
  <Step title="Click Reply">
    On any feedback card that isn't answered yet.
  </Step>

  <Step title="Generate or write your answer">
    The modal shows the rating and the guest's comment. Click **Generate** for an AI draft, then edit it freely — the editor supports bold, lists and links.

    <Frame caption="The reply window, with the AI generator.">
      <img src="https://mintcdn.com/eatnow/-cQp9jL7Dfsj72EN/images/screenshots/reviews-answer-modal.png?fit=max&auto=format&n=-cQp9jL7Dfsj72EN&q=85&s=90482f711493336658a8e5d2a5789850" alt="The reply modal showing the rating, the comment and the answer editor" width="1880" height="1800" data-path="images/screenshots/reviews-answer-modal.png" />
    </Frame>
  </Step>

  <Step title="Send">
    Click **Send answer**. Your reply is **emailed directly to the guest**, and the feedback is marked as answered.
  </Step>
</Steps>

<Warning>
  Replying to private feedback sends a real email to your guest. It only works when the review is linked to a reservation with a guest who has an email address — the **Reply** button is hidden otherwise.
</Warning>

<Tip>
  A negative rating answered within 24 hours often turns a lost guest into a returning one. This is the single highest-value thing you can do in this page.
</Tip>

## TripAdvisor reviews

This tab shows your TripAdvisor reviews once the integration is connected in **Settings > Integrations > Integrations list**.

<Warning>
  TripAdvisor does not allow replying to reviews from an outside tool. You can read your reviews here, but you must reply from your TripAdvisor Management Centre.
</Warning>

<Note>
  Unlike Google, which is read live, TripAdvisor reviews are synced **once a week (Monday morning)**. A review posted on Tuesday will therefore appear in EatNow the following Monday.
</Note>

## Permissions

* Seeing the **Reviews** page requires `review:read`.
* The **Reply** and **Generate** buttons require `review:reply`. Without it they appear greyed out.

Both are configured per role in **Settings > Collaborators**. See [Roles and permissions](/collaborators/permissions).