Reputation overview

Reputation connects your Google Business Profile to DMLY and manages it from inside the app. It is not a review widget that shows ratings you collect yourself. It reads your real Google reviews, posts your replies back to Google, publishes updates and offers to your listing, edits your business details, and pulls your Google performance numbers. It also does the one thing Google can’t do for you: ask your customers for a review on WhatsApp. Reputation lives under Reputation in the sidebar and has five tabs — Performance, Reviews, Request reviews, Posts, and Business info.

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What you can do

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Before you connect

Every tab works before you connect, but the numbers and reviews on it are made up. You’ll see a Preview badge and a banner reading Connect your Google Business Profile to manage reviews, posts and performance. The data below is a sample. Nothing you see in that state is your business — it’s there so you can look around. Select Connect Google Business Profile to start the real connection. Reputation is one of the few areas that opens with no channel connected at all, so you can reach it before you’ve set up WhatsApp.

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How it connects

A Google Business Profile is a Channel in DMLY, exactly like a WhatsApp number or a Telegram bot. You add it from Integrations → Channels with the same Add account flow as every other channel, and DMLY caches the ids it needs to talk to Google. Full steps are in Connect Google Business Profile. Because it’s a channel, it’s also a product channel — but a limited one. Google Business Profile is not a social channel and does not support broadcasts. It carries no DMs. Reviews are the only conversation it has.

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More than one location

Connect one profile per location. When you have two or more, a Switch location picker appears in the page header and everything below it — reviews, review requests, scheduled posts — follows the location you pick. Your choice sticks for the rest of your session. With a single location the picker doesn’t appear at all.

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Reviews reach you two ways

Reviews land in the Inbox as well as on the Reviews tab. DMLY polls Google and opens each new review as a one-shot thread you can reply to from the inbox, and the Reviews tab syncs the same reviews on its own schedule. You also get a bell notification when a genuinely new review arrives — not for the historical backfill on first connect. Replies posted from either place end up on Google. A reply written in the inbox appears on the Reviews tab once the next sync pulls it back from Google, so don’t be alarmed by a short lag between the two.

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What Google doesn’t let you do

Business details are the same story: you can edit your Phone, Website, Description and Opening hours from Business info, but not your business name, address or category. Those go through Google’s own verification.

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Asking for reviews is the WhatsApp part

Request reviews is the only part of Reputation that never talks to Google. DMLY takes your Google review link, wraps it in a tracked short link, and sends that link to your contacts — WhatsApp first, with SMS and email as alternatives. When someone opens the link they land on your Google review page and DMLY records the open. Review requests go out on the dmly_review_request WhatsApp template, which is what lets them deliver outside the 24-hour window — but only once Meta has approved it. While the template is still Pending, a request to a customer who hasn’t messaged you in the last 24 hours is dropped silently and still counted as Sent and Delivered. Check the template’s status before you run a campaign — see Message templates. A contact is marked Failed if they have no identity on that channel (or no valid email address), or if they’ve opted out. Beyond that, a WhatsApp request only actually sends to contacts who have a phone number on file and whose own channel is WhatsApp (or who have no channel yet) — others are dropped silently and still counted as Sent. Every send fires the Review request sent automation trigger, so you can chain a follow-up. See Triggers. You can also drop the Request Google review step into any flow yourself. It never ends the conversation — whether the request sends, is skipped, or fails, the flow carries on.

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Two stats that don’t mean what they say

Delivered records the moment DMLY handed the message to the sending channel, not the moment it reached the phone. It will always match Sent. Nothing feeds real delivery receipts back into it.

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Where to go next