10 units or 1,000+. One centralised inbox.

Connect each unit’s Google Business Profile once and every review from every location feeds a single queue. You filter by unit, region, star rating, or whether it has been answered. Nobody logs into separate Google accounts, which is the mechanical reason reviews go unanswered in a network rather than a motivation one.

Yes. You write a prompt describing how your brand talks: the tone, how formal it is, whether you apologise directly, whether you offer anything, what you never say, and how long replies should be. Every reply across every unit is generated against that prompt and references the specific review it is answering, rather than a generic template.

Both, and you set it per star rating. Most networks let 4 and 5 star replies post automatically, since that is usually 80 percent or more of volume and there is little you can say wrong to a happy customer. 3 star drafts go to the franchisee. 1 and 2 star route to an area manager or head office for approval, because that is where the brand risk sits.

Because the common alternative is approval on or off for everything. On means head office approves every thank you and the queue gets abandoned within a month. Off means the brand risk you were trying to remove. Splitting it by rating puts the check exactly where the risk is and nowhere else, which is what makes the workflow survive a real network.

Template auto-rotation. You write a set of approved variations and the platform cycles between them, so the network never publishes the same sentence twice in a row. A customer comparing 2 of your locations spots identical replies immediately, and most review tools do not have this setting at all.

Yes, and in most networks they should. The reviews are about their staff and their shift, so they know things head office does not. They get an AI draft as a starting point so it takes under a minute, then edit it to sound like them. Nothing publishes outside the brand prompt you set.

Filter the inbox for unanswered. Response rate and speed are also calculated per unit and sorted so the weakest are at the top. Alerts escalate to an area manager if a review sits past your chosen window, so a silent unit shows up as a line on a list rather than as a rating drop months later.

Yes. Head office and regional managers can publish directly at any unit, which matters when a franchisee is on holiday, mid-handover or not engaging. It sits alongside the franchisee’s own access rather than replacing it.

No. A franchisee sees only their own unit, an area manager sees their region, head office sees everything. One inbox for you does not mean one inbox for everyone.

Yes. Replies generate in the language of the review, which matters for international networks and units in multilingual markets. Reporting stays in one comparable view so head office can compare markets without translating anything.

Yes, and it is usually the bigger gap. Requests go out by SMS, WhatsApp and email on a schedule at every unit, and each location gets its own QR code so reviews land on the right profile. Requests go to every customer with no filtering by predicted sentiment, because selective soliciting is review gating and Google’s policies prohibit it.

Response rate and speed per unit, rating and review volume per unit sorted by what needs attention, sentiment themes across the network, and the approval log showing who drafted, who approved and what changed. All available as white label reporting carrying your brand rather than ours.

There are 4, and you can run all of them across the same network. Manual, where somebody writes it from the shared inbox. AI reply, generated from your own brand prompt and referencing the actual review. Template brand reply, pre-written and pre-approved so the wording is identical every time. And auto reply, which fires on its own against rules you set. Most networks run auto plus AI on 4 and 5 star, templates on 3 star and manual on 1 and 2.

An AI reply is generated fresh for each review from your brand prompt, so it names the actual complaint. A template reply is pre-written and pre-approved by head office, so the wording is identical every time it fires. AI is better for sounding human. Templates are better when legal or compliance needs to know exactly what will publish. You can use both, split by star rating.

Yes, per unit, per region or across the whole network. It is the report that shows the month a unit stopped collecting reviews, which is almost always a specific event rather than a slow decline. You can filter by area, region or individual unit and compare regions against each other or a unit against its own history.

Yes, and this is one of the 2 reports that explain most unexplained rating drops. Reviews disappear for several reasons: Google removes them, the reviewer deletes them, or they get filtered. A unit that loses several 5 star reviews in a week has a real problem, and without a record of what was there before you only see the rating move.

Yes. A customer can come back months later and change a 5 star into a 1 star, and nothing notifies you. The report flags what changed, when it changed and what the rating was before. Combined with deleted review tracking, it usually explains the rating movements a franchisee swears they did nothing to cause.

Yes. Send instant alerts to as many email addresses as you want, and set a different list per unit or per star rating. A typical setup sends everything to the franchisee, anything 3 star and below to their area manager, and 1 star to an ops inbox and head office at the same time.