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Google Business Reviews

Relays Google reviews of your business locations into Intercom, and publishes your replies as the owner's response on the review.

Before you start​

You need a Google account with management access to the Business Profile that owns the locations. During sign-in Google asks you to allow OmniSaaSy to manage your business listings.

Connect​

  1. On the Channels page choose Add Channel, then Google Business.
  2. Sign in to Google and approve the requested access.
  3. In Select Google Business accounts, tick the locations to connect. Locations from every Business Profile your Google account can reach are listed, grouped by the profile that owns them. Locations already connected are shown but cannot be selected again.

One property is created for each location you tick. If you tick more locations than you have free licences, the surplus are added without a licence and do not relay until you assign one.

What is relayed into Intercom​

  • New reviews and reviewer edits, checked every 30 minutes. Only licensed locations are checked.
  • Reviews older than two weeks, and reviews with no star rating, are skipped.
  • The conversation body opens with {name} left a {n} star review followed by the review text. Reviewers who chose to stay anonymous appear as Anonymous User.
  • A note gives the star count and the conversation is tagged {n} star review. The rating is also recorded as an Intercom review score.
  • A review edited after it was relayed arrives on the existing conversation, marked as edited, rather than opening a new one.
  • Use Relay by Review Score to relay only some ratings.

Replying​

Your Intercom reply is published as the owner's response on the review, replacing any response already there. The confirmation note reads Sent to Google. or Google reply updated.

  • Replies are limited to 4,096 characters. Longer replies are not sent, and the note tells you the length to trim to.
  • If the review has been deleted since it was relayed, the note says so.
  • Redacting your reply in Intercom removes the response from the review.

Settings​

Enable Relay, Allow responses from Fin AI, Relay bot/workflow responses and Relay by Review Score. See Configuring channels.

Connection notes​

If the Google connection expires, the tile shows Connection expired. Open it and choose Re-authenticate; the locations that were linked are restored.