Reviews Management

Facebook reviews, change by Meta: Facebook reviews can no longer be viewed or replied to from within Hexia, and new Facebook reviews will no longer be imported in the near future. Manage them directly on your Facebook Page (Reviews tab) or in Meta Business Suite. This affects Facebook only: Google and the other supported platforms are unaffected.

Where you can reply: Replies can be published from Hexia only for platforms that support it: Google, for example. Beyond Google, Hexia also collects reviews from Libro and Yelp when the client has an account with those services. These platforms do not allow replies through Hexia: to respond to a Libro or Yelp review, sign in to that account directly and reply there. Facebook is a separate case (see the note above).

The Reviews page shows a summary of the customer reviews published on your pages over a selected period, across your locations and platforms. We recommend always responding to negative comments without overlooking positive ones, which are just as worth a reply.

Filter reviews

Filter by point of service, date range, and platform, and refine by language, review type, rating, tags, actions, and answers. A search bar finds a specific review by user or location.

Understand the review summary

Shows the total number of reviews, how many have been answered, and a rating breakdown by star category.

Review details and publish a response

Each row is one review, with the platform, POS code and location, address, client name, star rating, comment, date, and a Responded indicator. To reply, select Reply and either type a custom response or choose a predefined template (select the publication language below it), then select Reply to publish.

Protect your profile history

Deleting a profile erases its history, its reviews, and the ranking it has built, and a new listing starts from zero. The better approach is to reply professionally to negative reviews and keep encouraging satisfied customers to leave new ones, which improves both your rating and your visibility over time.

Report reviews that violate Google policies

Only reviews that break Google’s review policies (for example spam, off-topic, or offensive content) can be removed; a review cannot be removed simply for being negative. When a review appears to violate Google’s guidelines it can be flagged for Google to assess, and Google makes the final decision.

Employee names in reviews

A review can only be edited or removed by the person who wrote it, so a name cannot be taken out on your side. Google may remove a review that names a specific person, as this can breach its guidelines. The best prevention is to ask your teams not to invite customers to include a representative’s name in their review.

Reviews removed by Google

Google can remove reviews that do not meet its quality guidelines. A common cause is a review that names a specific employee or sales representative, which breaches Google’s rules. These removals are made by Google, not from within Hexia.

Google reviews cannot be disabled

Google does not allow reviews to be disabled on a Business Profile. The recommended approach is to monitor and respond to reviews rather than try to hide them.

Reviewer contact information

Google does not share a reviewer’s phone number, email, or other contact details. You can reply to the review publicly, but you cannot contact the reviewer privately through Google.

Encourage customers to leave reviews

Each location has a shareable Google review link you can send to customers or add to receipts, emails, and signage. Encouraging customers to use it is one of the most effective ways to grow your review count and strengthen local visibility.