LocalUpHelp center
EN
Help center / Reviews
How-to

Reply to a review

Write, use a template for, or generate with AI a public reply to a Google review, and edit it later.

Replying to reviews shows customers that you listen and helps your ranking on Google. You write the reply in LocalUp, and it is published under your business on Google.

Before you start:

  • The review's location must be linked to Google and its Google account must be connected. Otherwise the Reply button is disabled with an explanation.

Steps

  1. Open Reviews in the sidebar. To find reviews that still need an answer, open Filters and set Has reply to No (or Reply status to Not replied).

  2. On the review card, click Reply. The reply editor opens under the review, with a hint about the reply language.

  3. Write your reply. To start from a saved template:

    • type / in the editor and pick a template from the list, or
    • click Template and choose one.

    Placeholders such as {author}, {location} and {rating} are filled in automatically. Edit the text as needed.

  4. To let AI draft the reply, click AI generate. The draft appears in the editor; review and edit it before sending. See Generate replies with AI.

  5. Click Send. To discard the draft, click Cancel.

Result

The reply appears under the review and the status badge changes to Reply pending. The reply is sent to Google after a short delay (about 5 minutes), and then the badge changes to Replied on Google.

To change a published reply, click Edit reply on the card, update the text and click Send again. The update is sent to Google the same way.

The review's activity log (clock icon on the card) records who sent or updated the reply.

Troubleshooting

  • The Reply button is disabled. Hover over it to see why: the location is not linked to Google, no Google account is connected, or the Google account is disconnected. Reconnect it under Google Accounts — see Reconnect Google.
  • "Reply saved — it will be published once the Google account is reconnected." The Google account was disconnected when you sent the reply. Nothing is lost: the reply is published automatically after you reconnect.
  • The badge shows "Reply failed". Google did not accept the reply. Open the review, check the text and send it again.
  • "Name is currently writing a reply…". A teammate has the reply editor open for this review. Wait until they finish to avoid conflicting replies.
  • AI generate is missing or fails. AI is not available or is paused for your account. Contact your agency.