One queue
The inbox collects comments, direct messages and mentions from the brand's connected networks, and reviews from Google Business Profile and Facebook, into one list. Reading needs inbox_view on the brand; replying, assigning and resolving need inbox_edit.
Listening keywords you set are matched once a day against every conversation in the inbox — reviews, comments, mentions and messages on every network — not only X mentions.
Reviews
The Reviews view shows Google reviews and Facebook recommendations from the last 30 days, how many are new, how many are still unanswered by anyone, and the median time to a first reply. Reply from the inbox; a negative review can alert the brand team.
Asking for reviews
- With a Google Business Profile location connected, the brand's "write a review" link is built from the location's Place ID. Copy it, open it, or show it as a QR code for receipts and counter cards.
- Email a customer one invitation with that link, sent under the agency's brand kit. The same address is not asked again within the cooldown period and each brand has a daily cap, so a review drive cannot turn into a mass mailing that gets the listing suspended.