Velocity 360: Manage Reviews & Respond Effectively in 2025

📥 1. Centralized Inbox Overview

The Centralized Review Inbox brings all feedback from platforms like Google, Facebook, and Yelp into a single stream, making monitoring efficient.

Access and Navigation

From your Velocity 360 dashboard, click Reputation in the left sidebar.
Navigate to the Reviews tab to see a chronological feed of all incoming feedback.
Use the Platform Filter to view only reviews from a specific source (e.g., Google or Facebook).
Use the Rating Filter to quickly segment 5-star reviews (to thank) from 1-star reviews (to address immediately).
The Response Status Filter helps you find reviews you haven't replied to yet.

Note: You must first complete the connection steps (under Reputation > Settings) for reviews to appear here.

👍 2. Responding to Positive Reviews

A timely, personalized response to 4 and 5-star reviews reinforces customer loyalty and shows prospective clients that you value feedback.

Replying via the Inbox

In the Reviews tab, click on the review you wish to reply to.
The system will display the full review text and platform information.
Click the Reply to Review button. A text box will appear.
Type your response. Ensure you thank the customer and, if possible, reference something specific they mentioned.
Click Post Reply. The response is automatically submitted to the original platform (e.g., Google) and tracked in your Velocity 360 history.

Tip: Keep positive replies short (1-2 sentences) but avoid generic, copy-pasted phrases.

🛑 3. Managing Negative Feedback and Internal Gates

Velocity 360's unique system is designed to triage low-star ratings, directing clients to a private feedback form before they post publicly.

The Internal Feedback Process

When a client receives a review request, they are presented with a 5-star rating scale.
If the client selects 4 or 5 stars, they are immediately directed to your public review sites (Google, Yelp, etc.).
If the client selects 3 stars or fewer, they are automatically redirected to a private Internal Feedback Form within Velocity 360.
This internal feedback is saved as a note on their contact record, allowing your team to address the issue privately and resolve the complaint before it affects your public score.
Always respond to negative public reviews with a brief, professional apology and a request to take the conversation offline (e.g., "Please call our manager at [Number]").

🤖 4. Setting Up Automated Review Responses

Automated responses help ensure immediate engagement for common reviews. This is done through the Workflows feature combined with review events.

Automation Configuration

Workflow Trigger: Set the trigger to "New Review Received."
Filter: Add a condition: "Review Rating is 5 stars."
Action Step: Add a "Send Email" or "Send SMS" action using a generic thank-you template.

For negative feedback, use an action step to automatically Tag the contact (e.g., "Needs Follow-up") and send an Internal Notification to alert a team member instead of posting a public reply.