Reviews and reputation
Google review response templates your team can edit
Templates hold the replies your team already agreed on: the apology for a late delivery, the thank-you that names a colleague, the answer to a pricing question. Pick one while the review is open, edit the two personal lines, send.
Last updated:
What is response templates in Locationes?
Saved reply texts for recurring review situations. Each covers a category of complaint or compliment rather than a specific customer, so the person replying starts from approved wording instead of an empty box. Templates live in the same product as the inbox and are picked while the review is on screen.
- Reviews in the account templates serve
- 9,749
- Share answered
- 99.4%
- Locations sharing one template library
- 23
From the anonymized 23-location demo account, November 2026. Not a customer result.
What you get
- One template per situation, not per customer.
- Five to ten to start; more creates near-duplicates.
- A visible gap for name, product or branch.
- Search and A–Z ordering; grouping is rolling out.
01Build a library people will use
Build a library people will use
A template should be short enough to edit and specific enough to be useful. The five that do most of the work are usually waiting time, staff praise, price, product availability and a service failure. Write them in the brand's voice and leave a visible gap where the customer's detail goes.
- One template per situation, not per customer. - Five to ten to start; more creates near-duplicates. - A visible gap for name, product or branch. - Search and A–Z ordering; grouping is rolling out.
- One template per situation, not per customer.
- Five to ten to start; more creates near-duplicates.
- A visible gap for name, product or branch.
- Search and A–Z ordering; grouping is rolling out. ../assets/screenshots/reply-modal-en-light.jpg — Alt: "Reply window with the template selector open next to the review text."
02Use one while the review is open
Use one while the review is open
The template fills the reply box and the review stays visible beside it. Most of the text is ready; the work goes into the sentence that proves someone read it. If the review is in another language, the translation sits in the same window, next to the 4,000-character counter.
- Pick, edit the personal parts, send. - Translate the review without leaving the page. - Copy the draft out if it needs approval first.
- Pick, edit the personal parts, send.
- Translate the review without leaving the page.
- Copy the draft out if it needs approval first. ../assets/screenshots/reviews-en-light.jpg — Alt: "Review list from which a template is chosen for an individual review."
03Keep the wording under control
Keep the wording under control
Templates are a governance tool as much as a speed tool. When a phrasing is wrong — too apologetic, too clinical, a promise the business cannot keep — there is one place to fix it, and every location inherits the change. Editing sits with the brand voice owner; everyone else uses the library.
- One owner for edits, many users for replies. - Approved language for regulated sectors: clinics, veterinary, finance. - New staff start at the brand's baseline on day one.
- One owner for edits, many users for replies.
- Approved language for regulated sectors: clinics, veterinary, finance.
- New staff start at the brand's baseline on day one. ../assets/screenshots/reply-modal-en-light.jpg — Alt: "Template selection inside the reply window, where approved wording is applied."
Related
Related pages
Features, sectors and reading that share the same work.
FAQ
Response templates questions
How many templates should we start with?
Five, covering the situations that produce most of your reviews. A longer list on day one usually produces overlap and a library nobody searches; grow it once the inbox shows what repeats.
Can a template be sent automatically?
No. A template fills the box; a person reads, edits and sends. Automatic replies are not part of the product, and in clinics or veterinary practices they would be the wrong default.
Can we keep different templates per sector or language?
Templates are shared across the account and translation sits in the reply window, so a multi-language team can work from one approved set. Sector-specific wording belongs in separate templates.
Who can edit a template?
Anyone with access to the template area, which user permissions control. In practice, keep editing with the brand voice owner so the library does not fill with near-duplicates.
Start with the queue you already have.
Connect one Google account and open the unanswered tab. Three days is enough to see whether the backlog is smaller on Monday.