> ## 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.

# Reviews

> Turn every satisfied guest into a public review — and every disappointed one into a private conversation. EatNow asks for the review, filters it, centralises it, and helps you reply.

Your online rating is the first thing a future customer sees. The **Reviews** feature is built to move that rating up, automatically, without you having to ask anyone anything face to face.

It does three things:

<CardGroup cols={3}>
  <Card title="It asks" icon="send">
    After each visit, EatNow sends your guest a message (email and/or WhatsApp) asking them to rate their experience.
  </Card>

  <Card title="It filters" icon="filter">
    Only guests who give **5 stars** are sent to Google or TripAdvisor. Everyone else lands on a private form only you can see.
  </Card>

  <Card title="It centralises" icon="messages">
    Google reviews, TripAdvisor reviews and private feedback all sit in one page — with an AI assistant to write your replies.
  </Card>
</CardGroup>

## The full journey, step by step

<Steps>
  <Step title="Your guest dines at your restaurant">
    The reservation is marked as arrived or finished in EatNow (seated, showed up, done…).
  </Step>

  <Step title="EatNow waits, then asks">
    After the delay you choose (24 hours by default), your guest receives a short message with five clickable stars.
  </Step>

  <Step title="The guest gives a rating">
    They tap a star on their phone. That single tap decides what happens next.
  </Step>

  <Step title="5 stars → public review">
    The guest is sent straight to your Google (or TripAdvisor) page to post their review publicly.
  </Step>

  <Step title="1 to 4 stars → private feedback">
    The guest is invited to explain what went wrong. The comment stays inside EatNow, and you're notified.
  </Step>

  <Step title="You reply">
    From **Reviews**, you answer your Google reviews and your private feedback — with AI-generated drafts you can edit.
  </Step>
</Steps>

<Note>
  Nothing is ever posted publicly on your behalf. A public review is always written by the guest, on the platform, from their own account.
</Note>

## Where everything lives

| What you want to do                      | Where to go                                           |
| ---------------------------------------- | ----------------------------------------------------- |
| Set up the review request and the filter | **Settings > Notifications > General**, **Guest** tab |
| Connect Google or TripAdvisor            | **Settings > Integrations > Integrations list**       |
| Read and reply to reviews                | **Reviews** (left sidebar)                            |
| Print QR codes for your tables           | **Reviews > QR Codes**                                |
| Track your results                       | **Dashboard > E-Reputation** tab                      |

<Frame caption="The Reviews page brings your Google reviews, private feedback, TripAdvisor reviews and QR codes together.">
  <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 Reviews page showing the Internal feedback tab with a list of guest ratings" width="2800" height="1720" data-path="images/screenshots/reviews-internal-list.png" />
</Frame>

## Three ways to collect a review

<CardGroup cols={3}>
  <Card title="Email follow-up" icon="mail" href="/reviews/collect">
    Sent automatically after the visit to guests who have an email address.
  </Card>

  <Card title="WhatsApp follow-up" icon="brand-whatsapp" href="/reviews/collect">
    Sent automatically to guests who have a phone number, if your WhatsApp integration is active.
  </Card>

  <Card title="QR codes" icon="qrcode" href="/reviews/qr-codes">
    Printed on your tables or at the counter, for walk-ins and guests without a reservation.
  </Card>
</CardGroup>

## What you need to get started

<AccordionGroup>
  <Accordion title="To collect private feedback only">
    Nothing at all. **Internal reviews** are enabled by default — you only need to switch on the follow-up message.
  </Accordion>

  <Accordion title="To send 5-star guests to Google">
    A **Google My Business** integration connected in **Settings > Integrations > Integrations list**, with your restaurant listing selected.
  </Accordion>

  <Accordion title="To send 5-star guests to TripAdvisor">
    A **TripAdvisor** integration connected in **Settings > Integrations > Integrations list**.
  </Accordion>

  <Accordion title="To send the follow-up on WhatsApp">
    An active **WhatsApp** integration and a WhatsApp template of the **Follow-up** type approved by Meta. See [WhatsApp templates](/whatsapp/templates).
  </Accordion>
</AccordionGroup>

## Who can do what

Access to reviews is controlled by two permissions, set per collaborator role in **Settings > Collaborators**:

| Permission     | What it allows                                                    |
| -------------- | ----------------------------------------------------------------- |
| `review:read`  | See the **Reviews** page and everything in it                     |
| `review:reply` | Reply to a review or a private feedback, and use the AI generator |

<Tip>
  If a collaborator doesn't see **Reviews** in the left sidebar, their role is missing `review:read`. See [Roles and permissions](/collaborators/permissions).
</Tip>

## Next steps

<CardGroup cols={2}>
  <Card title="Set up the review request" icon="settings" href="/reviews/collect">
    Choose when the message goes out and on which channels.
  </Card>

  <Card title="Understand the filter" icon="shield-check" href="/reviews/filtering">
    Exactly how EatNow keeps bad reviews off Google.
  </Card>

  <Card title="Reply to your reviews" icon="sparkles" href="/reviews/manage">
    Use the AI assistant to answer in seconds.
  </Card>

  <Card title="Track your results" icon="chart-line" href="/reviews/statistics">
    Reviews generated, negative reviews intercepted, conversion rate.
  </Card>
</CardGroup>