Find reviews needing attention
How do I find the reviews that need attention?
There is one queue and two doors into it.
Review Inbox shows all of a client's locations at once. It sits on the all-locations view, alongside Reviews Overview, and you pick the client first.
All Reviews shows one location. Pick a location first and it is the tab you land on.
Same reviews, same filters. The only difference is how many locations are in scope.
ASK SYDEKICK
Which reviews still need a response for this location?
Set the scope to the client and location you mean, then ask. Sydekick reads that location's queue and lists what is still unanswered. It only reads; no reply is drafted or sent. If its count differs from the screen, trust the Not responded filter.
Key facts
| Where it lives | Reviews → Review Inbox (a client's locations) or Reviews → All Reviews (one location) |
| The filter most people need | Other Filters → Status, which has six options |
| Quick doors | 8 unreplied negative under the response rate, and the Replies with the client card in the Review Inbox |
| What counts as replied | Only a posted reply. Drafts, Pending, Failed and Rejected replies are all still "Not responded" |
| Totals at the top | Describe the whole location and do not change when you filter |
| Your filters | Are kept in the page address, so you can bookmark or share a filtered view |
Why this matters
A review that looks "answered" in a teammate's head may not be: a reply can be a draft, waiting for Google, waiting for your client, or refused by the platform. Each of those is still unanswered for the customer, and each is a different next step. The Status filter separates them.
Or do it yourself
Open Reviews. Choose a client and Review Inbox for all its locations, or pick one location and stay on All Reviews.
Select Other Filters, choose Status, tick the option you want and select Apply. Your choices are staged until you press Apply; clicking outside the panel discards them.
Narrow further if the list is still long: Rating, Sentiment and Presence are in the same panel; Review site, Date and Sort by are on the bar, and the search box finds reviews by text.
Open a review that needs action and use the buttons on it. Where does my reply actually go? explains each one.
Which Status to choose
| To find | Choose | What it shows |
|---|---|---|
| Your work queue | Not responded | Everything without a posted reply, including drafts, replies waiting on Google, failed replies and rejected replies |
| Replies the platform refused | Reply failed | The subset that needs a Retry, a reconnect or an edit |
| Client-written replies waiting for you | Awaiting my approval | Drafts written in the client portal, ready for your team to check and send |
| Replies you sent your client to approve | Awaiting client approval | Drafts the client has not answered yet |
| Replies your client sent back | Changes requested | Drafts the client asked you to change |
| What has gone out | Responded | Posted replies only |
Pick one Status at a time. Synup does not combine them the way you might expect. If you tick Awaiting my approval together with another status, only the awaiting-approval reviews appear. Reply failed wins over Responded and Not responded. The two client-approval options, Awaiting client approval and Changes requested, do combine with each other. Ticking Responded and Not responded together gives everything.
Quick doors
- 8 unreplied negative in the response-rate tile sets Not responded and Negative in one click. It is the fastest way to the reviews that most need a reply.
- Replies with the client at the top of the Review Inbox shows how many replies are awaiting approval and how many have changes requested. Selecting either one opens the Inbox with that Status already chosen.
- From Reviews Overview, the same card links into the Inbox.
Two things on this screen that are easy to misread
The totals do not follow your filters. Filter down to two failed replies and the tiles above still describe the whole location, here 50 reviews, 44 percent replied. If you want a filtered count, read the result count beside Sort by.
Removed reviews are hidden by default. When a review disappears from its source, Synup keeps the record and tells you, for example "1 review was removed automatically from Google." Choose Show removed reviews to see it; the banner then reads "Viewing reviews removed from their source — excluded from all stats." Back to live reviews returns you. You cannot reply to a removed review, and it no longer counts toward the location's rating or response rate.
Nothing on this screen edits a review. Filters only narrow what you are looking at.
Selecting reviews
Every review card has a checkbox. On a single location, ticking reviews brings up a bar for replying in bulk, which saves a draft on each review (reply to several reviews). In the Review Inbox the bar instead offers Request approval to send several drafts from one client for approval at once. The checkbox is greyed out for reviews Synup cannot reply to and for removed ones.
What you'll see when it's done
- A list narrowed to one kind of review, with the result count beside Sort by
- A count on Other Filters (for example 1) while a filter is active, and Clear to remove it
- The reply, its badge and the next button on each card, ready to act on
Watch out for
- A reply written on the site itself. If someone answered a Yelp or Tripadvisor review on that site, the review shows as unanswered until a later fetch brings that reply back into Synup.
- Reviews with no date. If a Date range is set, reviews with no known date are hidden and a note says how many.
Questions people ask
Why does the Review site list differ between two locations?
It only offers the sources that location actually collects from. A location with no Tripadvisor source will not show Tripadvisor as an option.
The Status says Reply failed. What do I do?
Open the review. The card says what went wrong and offers Reconnect Google, Retry or Edit reply. See where does my reply actually go.
How do I get this out of Synup?
Review Inbox and All Reviews have no export. The all-locations Reviews Overview has an Export button that downloads a CSV, and there is no PDF export. See exporting review data.