Edit a published reply

You can edit a published reply when the customer updates their review or your team resolves the issue.

Find the review

Open Reviews, select the POS and Google platform, then adjust the date range and filters.

Edit the reply

1. On the review row, select Reply, even when a reply already exists.
2. In the review details, select Edit beneath the published reply.
3. Update and review the text, then select Reply to submit it. Select Cancel to leave without submitting.

Adapt the message to the current situation and avoid personal information or commitments your team has not confirmed.

Check the updated reply

Check the reply in Hexia and on Google. If they differ, record the change time and contact support with the POS and review link. Avoid repeated submissions while checking the status.

Replies written directly in Google are also imported into Hexia with new reviews.

See Reviews Management for finding and replying to reviews.