New in Reputation Management: Match Reviews to CRM Contacts

Get incredible insights on your customers with review matching, which automatically connects new reviews to known contacts. This upgrade gives you deeper context for every review, allowing you to measure the effectiveness of your review requests and follow up with customers in a more meaningful way.

How it Works

New reviews are automatically matched against customer data (name, email, phone), providing unmatched visibility into real customer engagement.

Why it's Important

Review matching gives you and your clients more context about who left each review, providing insights that can inform decisions, at both strategic and individual customer levels.

Know your reviewers:
Identify reviews tied to known contacts with high confidence.
Know what's working (and what's not):
Track how review requests convert into actual reviews or NPS feedback.
Know how to follow up:
Take smarter follow-up actions with full customer context.

How to Access

Navigate to Business App. Launch
Reputation Management > Reviews > Manage Reviews.
Matched reviews display a linkable name that connects to the contact's timeline.
Reviewer names in the review cards will indicate match status. If the reviewer's name is hyperlinked, the review is matched to an existing contact.

Click on a linked name to navigate to the reviewer's contact record in the Business App CRM. In the contact's timeline, you will see a Review Card with detailed review information, including the review, rating, source, and submission date.

Multi-location businesses can analyze request conversion across locations.

Navigate to
Multi-location Business App > Reputation > Requests.
View total request and response data.

Filter by Reviews or NPS to see how many requests result in each type of response.

Note: All new inbound reviews submitted on or after September 30, 2025 will be analyzed and matched with contacts. Historical reviews will not be matched.

Ready to get started? Find more details and FAQs

here