Every new review starts out unapproved. Approving a review does two things: it shows the review on your booking site, and it counts the review in your ratings. Unapproved reviews stay private to your team.
Before you start
- You need the Administrator, Super Administrator or Owner role. The Reviews page is hidden for other roles.
Approve or hide a review
- 1
Step 1 of 3
Open the Reviews page
In the sidebar, go to Reviews. Newest reviews are at the top. Use the funnel button to filter by Location, Appointment or Created At.
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Step 2 of 3
Read the review
Click a row to open View Review. It shows the overall rating, the related appointment, the written review and any reply. Click Show individual ratings to see the Service Quality, Staff Member and Location & Atmosphere ratings.
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Step 3 of 3
Turn on the status switch
Turn on the switch in the Status column, or the switch at the top of View Review. Turn it off to hide the review again.
You will see:A Status Updated message. The review now appears on your booking site and counts toward your ratings.
Reply to a review
- 1
Step 1 of 3
Open the review for editing
Open the ⋮ menu on the review and choose Update, or click Update in View Review.
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Step 2 of 3
Write your reply
Type in the Reply field. Your reply is shown below the review on your booking page.
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Step 3 of 3
Save
Click Update Review. To remove a reply, clear the field and save again.
How ratings are calculated
- Each review's rating is the average of its three ratings: service, team member and location. A review rated 5, 4 and 3 has an overall rating of 4.
- Your salon's rating is the average overall rating of all approved reviews.
- Location, team member and service ratings on your booking site use only the matching part of each review. For example, a team member's rating averages the team member ratings of approved reviews for their appointments.
- The star breakdown rounds each review to the nearest whole star, so a review averaging 4.67 counts as 5 stars.
- Unapproved reviews never count. Hiding a review removes it from the averages again.
Reviews synced from Google have a single star rating, which Softalon uses for all three ratings.
Edit or delete a review
The Update dialog also lets you change the location, the appointment, the ratings and the written review. Editing doesn't change whether the review is approved.
To delete a review, open the ⋮ menu and choose Delete. The review is deleted right away, without a confirmation step. If you only want to take it off your site, turn off its status switch instead.
Reviews synced from a connected Google Business Profile can only be approved, hidden or linked to an appointment at their location. You can't edit, reply to or delete them in Softalon. Reply to them on Google.
Common questions
No. Softalon doesn't send the client anything when you approve a review or reply to it.