Your reviews are often the first thing a potential customer sees when they discover your business. A strong collection of feedback can be a powerful driver of new lead generation. When you actively manage your reputation, you show every prospective customer that you are attentive and professional.
Thryv makes it easy to turn your reviews into a competitive advantage. By consolidating your reviews from across the web into one central location, you can stay on top of your public image without switching between different apps and websites. This organized approach helps you build a consistent, trustworthy brand that stands out in local search results. In addition to gathering your reviews, Thryv includes an integrated AI tool to help you craft and post the right response to every customer.
Monitor Your Reviews
Once Google and Facebook are connected to your account, you can respond directly to all first-party reviews as well as reviews from those platforms — all from within Thryv.
Note: A first-party review is a review collected and displayed on your own website (after 5 reviews). A third-party review is collected by an independent third-party website, separate from your business.
From Reputation in the left-hand navigation, you will see a list of all reviews your business has received across the web. At the top of the page, you can view a quick summary of your reviews from Google, Facebook, Thryv, and other sites. You can also see your Composite Review Score, which represents your overall average rating across all monitored sites. This score is for internal reference only and is not displayed publicly — it is simply a metric to help you gauge how your business is performing overall.
Review Response
New reviews will appear as they come in — no more checking each review site individually. You can respond directly to reviews from Facebook, Google, and your Thryv Client Portal. Yelp and TripAdvisor reviews are also available by linking out to their respective sites directly (more on that below). Review responses are not available for other sites.
Note for Facebook Reviews: When a reviewer sets their privacy to "Friends and Followers Only," their review becomes publicly visible but can only be interacted with by their friends and followers. This means that if someone leaves your business a Facebook review with this setting enabled, it will not be possible to respond — whether through Thryv, directly on Facebook, or any other platform. This is a restriction imposed by Facebook and is not something Thryv has any control over.
Reviews that have not been answered will display a Response Needed label. Note that Needs Response is also available as a filter above your reviews. Click Respond under the review you would like to reply to, and type your response in the field provided. Once you are finished, click Reply to send your response to the review site.
If you need help finding the right words, use ThryvAI to generate a response. Click the wand icon to activate ThryvAI, which will produce three response options based on the wording of the review. If none of the options work for you, click the wand icon again to generate three more. You can repeat this as many times as needed.
Selecting one of the responses does not obligate you to use it verbatim. When you select a response, it will populate into the response field, however it won't send right away. You are still able to edit the response as much as you'd like before clicking reply. ThryvAI can help generate the response, but you are still in complete control!
You'll also have other options in responding to your review. Clicking the tri-dots: opens up the following window. Note that Set Review Live only applies if you're generating first party reviews on your Client Portal in Business Center.
Flagging the review will report it to the 3rd party review site for them to investigate. Ultimately, a review is considered the intellectual property of the site it was left on, and they retain final say as to which reviews stay published.
Responding to Reviews on Yelp or TripAdvisor
Reviews from Yelp and TripAdvisor are displayed in Thryv. Because these sites do not allow responses from 3rd parties, use the Reply on Yelp/TripAdvisor button to be taken to your profile. You are able to respond there.
Note: Because of this, reviews on these sites will not show up in the Needs Response section of your Reviews. They will only show up under All
- You must be a direct paid advertiser with Yelp
- You must have your credentials (you may be prompted to log in the first time.)
From your Reviews tab, select Reply on Yelp/TripAdvisor next to your review:
This button will take you to your Profile. From here, you must sign in to your account and reply as normal. If you are not a direct paid advertiser with Yelp, you will only be able to view the review and not respond.
Troubleshooting Review Reply Errors
If you encounter an error message such as "An error has occurred, try again later" when replying to reviews, try the following troubleshooting steps:
- Clear your browser cache and cookies to remove any stored data that may be causing the issue.
- Use a supported browser such as Google Chrome for optimal compatibility.
- Try a private browsing session (e.g., Incognito mode in Chrome) to rule out browser extensions or settings as the cause.
- Make sure your browser is updated to the latest version to avoid compatibility issues.
These steps address common browser-related causes of errors when replying to reviews. If the issue persists, consider reaching out to Thryv support for further assistance.
Frequently Asked Questions
What are Thryv Reviews?
Thryv reviews are 1st party reviews (also called testimonials) that can be collected through the Client Portal in Thryv Business Center. They differ from 3rd party reviews because you are able to control where they are published, and can contact our support team directly if there are any issues. There is also not a chance for spam or inappropriate reviews, because your customer must be signed into their Client Portal to leave one.
Where do Thryv Reviews appear?
- They will be in your Thryv Business Center Client Portal after a 7-day quarantine unless manually published sooner.
- On your Thryv website after 5 reviews are published.
- Your reviews will not automatically appear on Google. Thryv will submit the request on your behalf, but Google ultimately decides.
- Reviews are quarantined for 7 days but can be published immediately by you!
How do you respond to Thryv Reviews?
Google, Facebook, and Yelp Reviews... Where do they appear?
- You guessed it! On their respective sites!
- Reviews are published immediately, no quarantine period.
How do I respond to Google, Facebook, and Yelp* Reviews?
- You can respond to Google, Facebook, and Yelp reviews inside of Thryv as long as they are connected through your Listings Management. Otherwise, you would respond on their respective sites.
- *To be able to respond to Yelp reviews from Thryv, you need to be recognized as a paid advertiser on Yelp.
If I get a review on one site, can I copy or forward it to other review sites?
- Reviews are considered proprietary content. So where the review is posted, be it Google, Yelp, or any other review site, that 3rd party owns that content, so we are not able to create a central location to display all reviews.
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