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Once a Google Business Profile is connected, DMLY pulls your reviews in and lets you post the public owner reply without leaving the app. Replies go straight to Google and appear on your listing.
Two things gate this page. Reviews only work once you connect a Google Business Profile — before that, every Reputation tab shows sample data badged Preview behind a Connect Google Business Profile banner. And Reputation is a paid feature: on a plan without it, connecting a profile and posting a reply are both blocked. See Plans.

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Where the reviews come from

DMLY copies your reviews from Google into your workspace so the list loads fast and the star numbers can be counted locally. It refreshes them:
  • Every hour, in the background, for every workspace.
  • When you open the Reviews tab, at most once every 20 minutes per location.
So a brand-new review can take up to an hour to appear on its own, and opening Reputation → Reviews is the fastest way to force a check. You also get a bell notification when a genuinely new review arrives — the first sync after you connect does not notify you about your review history.
If you have several Google locations connected, use Switch location in the page header to change which one you are looking at. The selector only appears when more than one location is connected. See Connect Google Business Profile.

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What the Reviews tab shows

Reputation → Reviews gives you your average rating, how many reviews it is based on, a Reply rate, a breakdown from five stars down to one, and Latest reviews — the review text, the reviewer’s name, when it was left, and whether you have Replied. The star and reply numbers are counted from the reviews DMLY has synced, not queried live from Google, so they move when the sync runs.

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Reply to a review

1

Open the review

Go to Reputation → Reviews and find it under Latest reviews.
2

Write the reply

Select Reply and type into Write a public reply…. Assume every customer will read it — this is published on your Google listing under your business name.
3

Post it

Select Post reply. DMLY sends it to Google and confirms with Reply posted to Google. The review is then marked Replied and your text shows under Your reply.
To change a reply you already posted, select Edit reply, change the text, and post it again.

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What Google allows, and what it does not

A reply is public and permanent enough to matter. It is attributed to your business, visible to anyone reading the review, and there is no draft or approval step in DMLY — Post reply publishes immediately.
  • One reply per review. Google keeps a single owner reply. Editing does not add a second one, it overwrites the first.
  • You cannot delete a review from DMLY. Nothing in DMLY removes a review — a business cannot delete customer reviews, only respond to them.
  • You cannot change a rating, a reviewer’s name, or the review text. Those belong to the customer.
  • You can only reply to reviews DMLY has synced. A review Google has not handed over yet is not on the list, so wait for the next sync rather than assuming it is lost.
  • Google is slow to confirm. A reply you post may take a moment to show on the public listing. DMLY does not overwrite your reply with an empty one while Google catches up.

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Reviews in the Inbox

Separately from this page, Google reviews are also polled into the Inbox as one-shot threads — the stars and the comment, roughly every half hour. Each review shows up as its own thread; there are no back-and-forth messages, because Google has no direct messaging on a Business Profile.

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When something looks wrong

Reconnect the profile under Integrations → Channels. Until you do, DMLY keeps showing the reviews it already synced, but new ones will not arrive and replies will not post.
Open Reputation → Reviews to trigger a sync, then wait — DMLY checks at most once every 20 minutes per location, and hourly in the background. If it still never arrives, check the connection is healthy and that you are looking at the right location in Switch location.
You will see Could not post the reply to Google. Please try again. This is usually the Google connection rather than the text — reconnect under Integrations → Channels and retry. If your plan does not include Reputation, replying is blocked entirely.

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Next

Request reviews

Ask happy customers on WhatsApp with a tracked review link.

Connect Google Business Profile

Connect a location, or add a second one.

Posts and performance

Publish updates and see how people find you.

CSAT

Rate a chat, then route the happy ones to Google.