Facebook Reviews

Facebook Reviews (now called Facebook Recommendations) let customers share positive experiences directly on your Facebook Business Page. The Reputation module pulls recommendations into a single dashboard alongside Google Reviews, giving you one place to monitor, respond, and request new feedback. By connecting your Facebook Page, you unlock automated review request campaigns, workflow triggers, review balancing across platforms, and embeddable widgets for website social proof.

What Facebook Reviews Does

Facebook recommendations use a binary “Yes, I recommend” or “No, I don’t recommend” format instead of traditional five-star ratings. Despite the simpler format, they carry significant weight in local buying decisions as consumers check Facebook Pages before contacting businesses.

Connection process: Navigate to Settings > Integrations, locate Facebook, click Connect, authenticate with your Facebook credentials (Admin access required), select the Facebook Page to link, accept permission prompts, and confirm. A green Connected badge appears. If already connected via Social Planner or Listings, the platform reuses the same OAuth token.

Review management: Access under Reputation > Reviews, filter by source (Facebook, Google, or All), view reviewer name/photo, recommendation status (positive or negative), review text, date posted, and response status. Click any review to expand details, type reply in Response field, click Send to publish directly to Facebook, and aim to respond within 24 hours.

Automated requests: Navigate to Reputation > Settings > Review Link to generate a unique review link directing contacts to your Facebook Page’s recommendation prompt. Build workflows with triggers like Appointment Status Changed (Completed) or Invoice Paid, add Wait step (2 hours recommended), then Send SMS or Send Email action with review link and personalized message using {{contact.first_name}} and {{reputation.review_link}} merge tokens.

Review Request Balancing: Enable under Reputation > Settings > Review Link to distribute requests between Google and Facebook. Toggle Enable Review Balancing, click Configure Balance, adjust percentage split (default 50/50, customizable to 60% Google/40% Facebook or any ratio), and save. If only one platform is connected, all requests route there automatically.

Key Configuration Options

Workflow triggers: Use the Review Received trigger (contactless, operates independently of contact records) with filters for Review Source (Facebook, Google, or both), Review Rating (positive/negative for Facebook, 1 to 5 stars for Google), and Review SPAM (exclude fake reviews). Map review data to Webhooks, Internal Notifications, Slack Messages, or If/Else Branching for routing positive and negative reviews to different response workflows.

Reviews AI: Suggestive Mode generates draft responses for approval (click Generate Response or AI icon, review suggestion, edit if needed, send). Auto-Pilot Mode automatically publishes AI-generated responses based on configured rules (enable under Reputation > Settings > Reviews AI, set tone/style preferences, define which review types receive automatic replies like all positive recommendations). Use Auto-Pilot for high-volume locations and audit responses monthly for quality.

Review Widget: Configure under Reputation > Review Widget to display Facebook recommendations alongside Google reviews on your website. Select sources (Facebook, Google, or both), customize layout (Grid, Slider, List, Badge), color scheme, number of reviews, and minimum rating filter. Copy embed code and paste into HTML block on your site. Widget updates automatically as new reviews arrive.

Social sharing: Turn best recommendations into social media content by clicking Share icon on any review in Reputation > Reviews. Social Planner opens with review text pre-loaded, customize post, select channels, and schedule or publish immediately for authentic customer-driven content.

Reputation Analytics

The Overview dashboard consolidates review performance across all connected platforms:

Total Reviews: Combined count from Facebook and Google
Average Rating: Aggregated rating (Facebook recommendations normalized for display)
Review Trend: Chart showing volume over time with period-over-period comparison
Response Rate: Percentage of reviews with replies
Review Sources: Breakdown by platform

Filter by source, rating/recommendation type, response status (Replied, Not Replied), and date range. Use analytics to identify trends, set review generation goals, and track team response time. Combine with Review Monitoring for complete reputation management.

Pro Tips

Respond to every review within 24 hours with genuine, specific replies that reference details from the customer’s feedback rather than generic templates.
Time requests wisely by sending 2 to 4 hours after completed appointments when positive experiences are fresh, or use Wait steps in workflows for precise timing.
Balance reviews across platforms with Review Request Balancing to build presence on both Google and Facebook rather than concentrating on one.
Train your team so everyone interacting with customers knows how to ask for recommendations and understands the value of online reviews.
Never incentivize reviews with discounts or gifts, as Facebook’s policies prohibit compensation in exchange for recommendations. Keep requests genuine.

Common Questions

How do I connect my Facebook Page to the Reputation module?

Go to Settings > Integrations, find Facebook, click Connect, authenticate with your credentials (Admin access required), select the Page to link, and accept permission prompts. A green Connected badge confirms integration.

Why are my Facebook reviews not showing up?

Verify your Facebook Page is connected under Settings > Integrations and published publicly. Wait 15 to 30 minutes for initial sync. If reviews still do not appear, disconnect and reconnect the Facebook integration.

Can I respond to Facebook reviews from inside the platform?

Yes. Navigate to Reputation > Reviews, click any Facebook review, type reply in the Response field, and click Send. The response publishes directly to your Facebook Page.

What is the difference between Facebook reviews and Facebook recommendations?

Facebook transitioned from five-star reviews to binary recommendations (recommend or do not recommend) in 2018. The platform supports both formats. Older reviews with star ratings remain visible while new submissions follow the recommendation format.

How does Review Request Balancing work?

When enabled, the platform distributes review request links between Google and Facebook based on your configured ratio. Setting 70% Google and 30% Facebook means seven of every ten requests direct to Google, three direct to Facebook.

Can I filter workflow triggers to only fire on Facebook reviews?

Yes. The Review Received workflow trigger includes a Review Source filter. Set it to Facebook to ensure the workflow only runs when a Facebook recommendation comes in.

What is Reviews AI and does it work with Facebook?

Reviews AI generates personalized review responses using AI. It works with both Google and Facebook reviews in Suggestive Mode (draft for approval) or Auto-Pilot Mode (automatic publishing). Configure under Reputation > Settings > Reviews AI.

Can I share Facebook reviews as social media posts?

Yes. Click the Share icon on any review in Reputation > Reviews. Social Planner opens with review content pre-loaded for customization and publishing to any connected social channel.

What happens if I disconnect my Facebook Page?

Disconnecting stops sync immediately. Existing reviews remain visible in your dashboard but new reviews will not be pulled in. The platform flags Facebook publisher as “Action Required” until you reconnect.

Can I connect multiple Facebook Pages?

Each sub-account supports one Facebook Page connection. For multi-location businesses, each location’s sub-account should connect to its respective Facebook Page for clear data separation.