How do agencies manage reviews across Google and Facebook?

Reviews are the highest-stakes engagement surface most clients have, because they are permanent, public, and read at the exact moment of a purchase decision. For agencies serving local businesses, review management is often more valuable than the posting calendar it accompanies.

Build the monitoring routine

Google Business Profile and Facebook generate the bulk of review volume for most local clients, with industry platforms mattering by vertical. The workable pattern is a scheduled pass every day or two across each client's review surfaces. Reviews differ from comments in one operational way: volume is low but every single one deserves a response.

Respond to everything, differently

Positive reviews get short, specific, human thanks, varied in wording because the response column is read as a block. Negative reviews get the same playbook as any public complaint: fast, empathetic, non-defensive, with a concrete offer to resolve and a move to a private channel. Never argue in a review thread, and never post the identical apology under three different one-star reviews, since future customers read the pattern rather than the instance.

Where social management platforms stop

Worth being clear about the tooling boundary, because it is commonly misunderstood. Cloud Campaign publishes to Google Business Profile and its AI Social Inbox unifies comments and direct messages across connected accounts, but it does not pull reviews into that inbox. Review monitoring and responses happen natively in Google Business Profile and Facebook. Most scheduling platforms are in the same position, and any vendor implying otherwise deserves a specific question about which review sources they actually ingest.

A practical workaround: an AI assistant on a daily schedule

The gap is fillable without new software. Assistants like Claude and ChatGPT support scheduled tasks, and a once-daily task pointed at a client's most visible public review profiles can check for new reviews, summarize what came in, flag anything negative or urgent, and draft response options in the client's voice. A team member then posts the approved responses natively, which takes minutes rather than the half hour a manual sweep across a roster costs. Two honest limits: the assistant reads public pages and cannot post on the business's behalf, and its drafts are drafts, so the same escalation rules apply to anything alleging harm or legal exposure. Used that way, it is a monitoring and drafting layer, not an autopilot.

Report it

Fold review count, rating trend, and response rate into the monthly client report. For local clients it is frequently the line they care about most, and it is the clearest evidence that someone is watching the surface where their next customer decides.