HelpReviews
Reply to a review
Posting to Google from TrustMetrics isn't switched on yet. Copy the reply, paste it on Google, then mark the review as replied.
Posting to Google from TrustMetrics isn't switched on yet. Until it is, you reply on Google yourself. TrustMetrics gives you the text and a link to Google, then records that you replied.
Reply by copying to Google
- Open the review in Reviews. Write your reply, or edit the AI draft and select Approve and copy.
- Select Copy reply, then Open in Google. A new tab opens the location's reviews on Google when TrustMetrics knows its Google place, or Google Business Profile reviews otherwise.
- Sign in with the Google account that manages the location, find the review, select Reply, and paste.
- Back in TrustMetrics, select Mark as replied. Your name, the time, and the text are recorded.
What Mark as replied means
The review then shows Replied (copied to Google). TrustMetrics does not check Google for the reply, so this is your own record, not a confirmation from Google.
Response rate, median response time, the ROI report, and the leaderboard count it as replied, timed from when you marked it. When the next Google sync brings in the reply, Google's reply replaces the record, and the review is still counted once.
Owners, admins, and managers who can open the location can mark a review as replied, the same people who can reply. Reply consent is not needed for this, because TrustMetrics does not post anything.
What a reply is not
The API and the Claude connector cannot post replies or mark them as replied. They show only replies that Google returns.