Feedbacks

The Feedbacks section is your private inbox for customer messages collected through your review request flow. It's a customer service tool that gives you visibility into what your customers are thinking — and a chance to follow up and resolve issues — before they decide whether to post publicly on Google.

Where to Find It

Click Feedbacks in the left sidebar. This opens the Feedback Messages inbox showing all private feedback collected across your account.

How Feedbacks Works

When a customer receives your review request and taps their star rating, two things can happen depending on your Flow Settings:

  • If they meet your star threshold (4 or 5 stars, or 5 stars only depending on your setting) — they are directed to your Google Business Profile to leave a public review
  • If they rate below your threshold — they are shown an additional step where they can share private feedback directly with you

That private message lands in your Feedbacks inbox.

Important — Every Customer Still Has a Path to Google

Regardless of their rating, all customers receive a link to leave a Google review. The Feedback step is an additional layer — it's not a gate that blocks anyone from reaching Google. Every customer who goes through your review request flow always has the option to post publicly.

ReviewRover is fully compliant with Google's review policies. The Feedbacks inbox is a customer service tool, not a filter.

What You'll See in the Feedbacks Inbox

The Feedbacks page shows a table with the following columns:

  • Contact Name — the customer who submitted the feedback, linked to their contact record
  • Message — a preview of what they wrote, truncated in the list view
  • Date — when the feedback was submitted
  • Actions — click View to open the full feedback message

Use the search bar at the top to find feedback by customer name or message content.

Viewing a Feedback Message

Click View in the Actions column to open the full feedback message. From here you can read everything the customer wrote and access their contact record to follow up directly.

How to Use Feedbacks Effectively

Check it regularly. Make it a habit to review your Feedbacks inbox at least a few times a week. A customer who took the time to share feedback is often still reachable — a quick follow-up call or message can turn a frustrated customer into a loyal one.

Follow up personally. When you see negative or constructive feedback, reach out directly to the customer. Acknowledge what they shared, apologize where appropriate, and let them know what you're doing to address it. Customers who feel heard are far more likely to update their perception of your business.

Look for patterns. Individual feedback is useful. Patterns across multiple pieces of feedback are invaluable. If multiple customers mention the same issue — response times, a specific team member, a part of your service — that's a signal worth acting on operationally.

Don't ignore positive feedback. Not all feedback is negative. Customers who share positive comments through the feedback step are warm leads for a public review. A simple follow-up message thanking them and sharing your Review Hub link can convert that private praise into a public 5-star review.

Feedbacks vs. My Reviews

It's worth understanding the difference between these two sections:


 Feedbacks My Reviews
Content Private messages from customers Public Google reviews
Visible to You only Anyone on Google
Source Customers who went through your flow All GBP reviewers
Action available Follow up privately Reply with AI

Frequently Asked Questions

Can customers see each other's feedback? No. Feedback messages are completely private. Only you can see them inside your ReviewRover dashboard.

Does feedback get posted to Google automatically? No. Feedback stays in your private inbox unless a customer independently chooses to also leave a Google review.

Can I delete feedback messages? Feedback messages can be viewed and managed from within your dashboard.

What if a customer leaves feedback and then also leaves a Google review? Both will appear in their respective sections — the feedback in your Feedbacks inbox and the review in My Reviews. They are tracked independently.

Is there a limit to how many feedback messages I can receive? No. There is no limit on feedback collection on any plan.

Can I export my feedback messages? Contact our support team if you need to export feedback data.

Does each location have its own Feedbacks inbox? Yes. Each GBP location in ReviewRover has its own Feedbacks inbox. Switch between locations using the dropdown in the top-right corner of your dashboard.

Need Help?


Next Steps

Now that you understand your Feedbacks inbox, here's where to go next:

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