How do I see and respond to my Google reviews in CareFunnels?

CareFunnels pulls all your Google reviews into one place so you can read and respond to them without ever leaving the platform. Responding to reviews — especially positive ones — shows families that your agency is attentive and cares about the people it serves.

Note: Review management is available on the CareFunnels CRM plan and all Marketing In A Box plans. If you don't see the Reputation option in your menu, reach out to your CareFunnels account manager to learn more about upgrading.

Reputation → Reviews

1. From the left-hand menu, click Reputation.

2. Click the Reviews tab at the top of the page.

3. You'll see all your reviews listed with the reviewer's name, star rating, date, and their comment.

You can filter reviews by rating, source, or date range to find specific reviews quickly.

1. Find the review you want to respond to.

2. Click the Reply button on the right side of the review.

3. Type your response and send it. Your reply will appear publicly under the review on Google.

CareFunnels includes an AI Summary feature (toggle in the top right) that automatically analyzes your reviews and gives you a quick overview of common themes — what clients are saying most, what's working well, and any areas of concern. It's a great way to get the big picture without reading every review individually.

Aim to respond to every review — positive and negative. For positive reviews, a simple warm thank-you goes a long way. For negative reviews, respond calmly and professionally, acknowledge the concern, and offer to resolve it offline. Families researching your agency will read your responses just as much as the reviews themselves.

How quickly should I respond to a review? Ideally within 24–48 hours. The sooner you respond, the more attentive your agency appears to families who are reading your reviews while making a care decision.

Can I respond to reviews from other platforms besides Google? CareFunnels primarily connects to Google reviews. If you receive reviews on other platforms, check with your CareFunnels account manager about additional integrations.

What should I say in response to a negative review? Keep it calm, professional, and brief. Acknowledge the person's experience, thank them for their feedback, and invite them to reach out directly to resolve the issue. Avoid being defensive — other families will be watching how you respond.

My reviews aren't showing up in CareFunnels. What should I do? Make sure your Google Business Profile is connected to CareFunnels. Reach out to your CareFunnels account manager if reviews aren't appearing or syncing correctly.

Can I filter reviews to only see the ones I haven't responded to yet? Use the filters at the top of the Reviews page to narrow down by date or rating. For a full list of unanswered reviews, reach out to your CareFunnels account manager about available filtering options.