How to Get and Reply to Google Reviews in Ignite Funnels

Google reviews are one of the first things Kenyan customers check before they call or visit. Ignite Funnels helps you ask for reviews at the right moment and reply to every review from one place.

Before you begin

• Your Google Business Profile is connected. See How to Connect Your Google Business Profile.
• Your role includes access to Reputation.
• The customer has agreed to hear from you and is not on Do Not Disturb.

Ask a customer for a review

1. Open Reputation in the main menu.
2. Click Send Review Request.
3. Choose the customer, or add their name, email and phone number (+254 format).
4. Choose Email as the channel and send.

Using WhatsApp: copy your Google review link from your Reputation settings and send it in the customer's WhatsApp conversation with a short thank-you note. For customers on Kenyan (+254) numbers, use email or WhatsApp, because SMS to Kenyan numbers is not available at the moment.

Ask automatically

You can also send review requests automatically, for example after an appointment is marked as showed or an invoice is paid, using an automation. Wait a few hours after the service so the experience is fresh but not rushed.

Customise your review request

1. Go to Settings > Reputation Management.
2. Choose when requests go out and whether they repeat if the customer does not respond.
3. Edit the email message and subject so they sound like your business. Keep it short, personal and polite.
4. Save your changes.

Example message: "Hi Amina, thank you for choosing us today. If you were happy with our service, would you mind leaving a quick Google review? It really helps other customers find us."

Reply to reviews

1. Open Reputation > Reviews.
2. Pick a review and click Reply.
3. Write your reply and post it. It appears on your Google profile.

Tips for good replies

• Reply to every review, good or bad, ideally within a day or two.
• Thank the customer by name and mention what they enjoyed.
• For a negative review, apologise, stay calm, and invite them to continue the conversation privately by WhatsApp or email. Never argue in public.
• Never share private customer details in a reply.

Rules to follow

• Ask every customer, not only the ones you expect to be happy.
• Never offer discounts, gifts or payment in exchange for reviews, and never post reviews yourself. This breaks Google's rules and can get reviews removed.
• Respect opt-outs and Kenya's Data Protection Act when sending requests.

Common issues

• Reviews are not showing: check your Google Business Profile is still connected and verified.
• Reply button missing: check your permissions and the Google connection.
• Customer did not get the request: check their email address, spam folder and Do Not Disturb status.

Related guides

• How to Connect Your Google Business Profile
• How Do Not Disturb (DND) Works
• How to Respond to Customer Messages

Need help?

Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.