What ReviewHive does, how to set it up, and the words we use for things.

Getting started


## One place for every review

Your customers leave reviews in several places. ReviewHive pulls them into a
single inbox, keeps them up to date automatically, tells you what people are
actually talking about, and helps you reply in your own voice.

Two connectors are **fully supported** — verified against real accounts, and we
stand behind them without qualification:

 * **Google Business Profile**: ratings and reviews for the locations you manage.
 * **Facebook Pages**: recommendations and ratings left on your Page.

Three more are in **beta**. They are built and working, you can connect them
today on any plan, and we are still verifying them against real accounts — so
each carries a Beta pill on its card until it has earned its removal:

 * **Google Play** *(beta)*: reviews of your Android app. Google only shares the last seven days, so ReviewHive keeps everything from the day you connect — and replies are capped at 350 characters, which is Google's limit rather than ours.
 * **App Store Connect** *(beta)*: reviews of your iOS and macOS apps, with their headlines and your responses. You can reply from ReviewHive.
 * **Tripadvisor** *(beta)*: reviews for your location, including responses you have already posted. Read-only — Tripadvisor has no API for posting a reply, so ReviewHive links you to the review instead.

More sources are coming soon; which one we build next is decided by what you ask
for. See [Review sources](/docs/review-sources-overview) for the full comparison.

## What you get

Every review from every connected source lands in one inbox, newest first. You
can filter it by rating, source, reply status, date and subject.

Reviews with written feedback are read automatically: sentiment, what the
customer wanted, how urgent it is, the topics they raised, and a one-line
summary. Each finding carries a quote from the review it came from, so you can
check it in a second.

ReviewHive drafts replies in the voice you configure. You edit the draft and
post it yourself. Nothing reaches a public profile without a person pressing the
button.

The dashboard covers the daily view. The reports page goes deeper: rating
trends, response performance, when reviews arrive, topics moving over time, and
a source by source comparison you can export.

You also get an email the moment a low-rated or urgent review lands, plus an
optional morning digest of the last 24 hours.

## Who it is for

 * A single business: one location, reviews handled by the owner between everything else.
 * A growing company: several locations, with a marketing or office manager who needs per-location breakdowns and team roles.
 * An agency: many clients, each in its own workspace, kept strictly separate.

## What to read next

 * [Quickstart](/docs/quickstart): from sign-up to your first reply.
 * [Core concepts](/docs/core-concepts): the words this documentation uses.


One inbox for your Google, Facebook, Tripadvisor, App Store and Google Play reviews, with analysis you can act on and replies you approve.

What ReviewHive is


## 1. Create your account

Sign up with an email address and password, or continue with Google. If email
verification is enabled for your account, confirm the link we send you before
signing in.

## 2. Create your organization

The first time you sign in, a short setup wizard asks for your organization's
name, which is the business or client this workspace is for. It also offers to
invite teammates, though you can do that later.

An organization is one workspace. It has its own reviews, connected sources,
settings and subscription. Agencies typically create one organization per
client.

## 3. Connect a review source

Go to **Review sources** and choose **Connect a source**, then pick a provider:

 * [Google Business Profile](/docs/connect-google) — fully supported
 * [Facebook Page](/docs/connect-facebook) — fully supported
 * [Google Play](/docs/connect-googleplay) — beta
 * [App Store Connect](/docs/connect-appstore) — beta
 * [Tripadvisor](/docs/connect-tripadvisor) — beta, read-only

The beta connectors work and are available on every plan; they are still being
verified against real accounts, so expect the occasional rough edge and tell us
when you hit one. More sources are coming soon.

Each wizard walks you through granting access and choosing the exact location,
page or app. When it finishes, ReviewHive pulls in your existing review history.
For a location with thousands of reviews this takes a few minutes.

Google Play is the exception: its API only offers the last seven days, so there
is no history to import and your archive builds from the connect date onward.

## 4. Set your reply voice

Open **AI Studio** and set the tone, length and signature you want replies
written in, plus any standing instructions such as "always invite unhappy
customers to email support@example.com" or "never offer discounts". Try it on a
real review in the playground before it reaches a customer.

See [AI Studio](/docs/ai-studio) for every setting.

## 5. Reply to your first review

Open **Reviews**, filter to **Needs reply**, and open a review. Press
**Generate** for a draft, nudge it with **Warmer**, **Shorter** or **More
formal**, or type your own instruction. Edit anything you like, then press
**Post reply**.

The reply goes to the provider under your own business account, and the review
moves to **Replied**.

Tripadvisor is the exception. It has no way to post a reply through its API, so
ReviewHive links you straight to the review on Tripadvisor instead.

## 6. Turn on alerts

Go to **Settings**, then **Organization**, then **Notifications**, and choose
whether you want instant alerts for bad or urgent reviews, a daily digest, or
both. Owners and admins get instant alerts by default.

## Then what?

Come back to the [Dashboard](/docs/dashboard) in a week. By then the AI Analyst
will have read your history, and you can set up the
[Business Health Radar](/docs/business-health-radar) against the five things
that matter most for your business.


From sign-up to your first AI-assisted reply, in about ten minutes.

Quickstart


## Organization

An organization is one workspace. It owns its reviews, its connected sources,
its AI settings, its team and its subscription. Data never crosses between
organizations. See [Security and privacy](/docs/how-we-protect-your-data).

You can belong to several organizations and switch between them from the
sidebar. How many you may create depends on your [plan](/docs/plans).

## Member and role

Everyone in an organization holds one of three roles:

| Role | Typically |
|---|---|
| Owner | The person who owns the account and the billing |
| Admin | Manages sources, AI settings and the team |
| Member | Reads reviews and replies to them |

Full breakdown in [Roles and permissions](/docs/roles-and-permissions).

## Review source

A review source is one connection to one place your reviews live: a Google
location, a Facebook Page, a Tripadvisor location. An organization can have
several, and each can be paused or disconnected independently.

## Review

A review as ReviewHive stores it: a star rating from 1 to 5, the written comment
if there is one, who left it, when it was written and last changed, which source
it came from, and whether it has been replied to.

Ratings are normalized across providers, so a Facebook recommendation and a
Google five-star review can sit in the same chart honestly. A review that a
provider hands us without a usable rating is rejected rather than stored as a
zero, which would drag your average down for no reason.

## Reply

Your public answer to a review. In ReviewHive a reply is always written or
approved by a person before it is posted. AI drafts it and you send it.

## Analysis, or the AI Analyst

The reading of a review that ReviewHive produces automatically: sentiment, what
the customer wanted, how urgent it is, the topics mentioned, and a one-line
summary. Every claim carries a quote from the review it came from.

Reviews with no written text still get a reading, but it is derived from the
stars alone and is labelled as such. It never mixes into the charts that
describe what people wrote.

## Facet

A single filterable label from an analysis: `Urgent`, `Complaints`, `Negative in
the text`, or a topic such as wait time. You can filter the inbox by one facet
at a time. See [Filtering reviews](/docs/filtering-reviews).

## Token

The unit AI reply generation is measured in. Each plan includes a monthly token
allowance. Only replies you generate consume tokens. The automatic analysis of
your reviews is paid for by ReviewHive. See
[AI usage and limits](/docs/ai-usage-and-limits).


Organizations, members, review sources, replies and analysis: the vocabulary used throughout these docs.

Core concepts

Connect Google, Facebook, Tripadvisor, the App Store and Google Play, and keep them syncing.

Review sources


## Connecting your reviews

A review source is one connection to one place your reviews live. You manage
them from **Review sources** in the sidebar. The page lists everything already
connected and offers a card for each provider you can add.

Connecting or disconnecting a source requires the Admin or Owner role.

## Supported providers

| Provider | Status | What syncs | Reply from ReviewHive |
|---|---|---|---|
| Google Business Profile | Fully supported | Ratings and reviews for a location you manage | Yes |
| Facebook Page | Fully supported | Recommendations and ratings on your Page | Yes |
| Google Play | Beta | Reviews for your Android app — the last 7 days onward | Yes, up to 350 characters |
| App Store Connect | Beta | Reviews for your iOS and macOS apps, with their headlines and your responses | Yes |
| Tripadvisor | Beta | Reviews for your location, plus responses already posted | No — read-only, link out |

**Fully supported** means the connector has been verified against real accounts
and we stand behind it without qualification. Google Business Profile and
Facebook Pages are the two.

**Beta** means the connector is built, working and connectable today on every
plan — we are still verifying it against real accounts before dropping the
label. The card on the **Review sources** page carries a Beta pill so you know
before you invest a minute. If anything misbehaves, tell us: that is exactly
what this phase is for.

More providers are coming soon, and which one we build next is decided by what
you ask for — see [Getting help](/docs/getting-help) to put in a request.

Ratings are normalized to the same 1 to 5 scale, so every source can appear in
the same inbox and the same charts without distortion.

Two providers have limits worth knowing before you connect. **Google Play only
makes the last seven days of reviews available**, so there is no history to
import and ReviewHive becomes your archive from the connect date onward.
**Tripadvisor is read-only**: it cannot accept a reply through its API at all,
so ReviewHive links you to the review instead. Both are covered in their own
guides.

## What happens when you connect

1. You grant ReviewHive read access to your reviews. We never ask for permission to post on your behalf, and we never post anything you have not approved.
2. ReviewHive claims that location or page for your organization. If another ReviewHive workspace has already connected it, the connect step fails and tells you. This is what stops two accounts from fighting over the same reviews.
3. Your existing review history is pulled in. For a location with thousands of reviews this takes a few minutes, and you can leave the page. The exception is Google Play, which only offers seven days of history — see [Connect Google Play](/docs/connect-googleplay).
4. From then on the source stays up to date automatically. See [Syncing and troubleshooting](/docs/syncing-and-troubleshooting).

## Managing a connected source

Open a source from the **Review sources** list to:

 * **Pause syncing**, which keeps everything already imported and stops pulling new reviews.
 * **Sync now**, a manual pull that is useful right after fixing something at the provider.
 * **Disconnect**, which removes the connection and its stored credentials.

## Guides

 * [Connect Google Business Profile](/docs/connect-google)
 * [Connect a Facebook Page](/docs/connect-facebook)
 * [Connect Tripadvisor](/docs/connect-tripadvisor)
 * [Connect App Store Connect](/docs/connect-appstore)
 * [Connect Google Play](/docs/connect-googleplay)


What a review source is, which providers are supported, and what each one can do.


## Status: fully supported

Google Business Profile is one of our two fully supported connectors, verified
against real accounts. Full history import, automatic sync, and replies posted
from ReviewHive.

## Before you start

 * You need the Admin or Owner role in the ReviewHive organization.
 * You need to be signed in to a Google account that manages the business location, as an owner or a manager on the Google Business Profile.

## Steps

1. Go to **Review sources**, choose **Google Business Profile**, then **Connect**.
2. Press **Continue with Google** and sign in. Google asks you to allow ReviewHive to manage your business listings. We use that to read reviews and, when you press **Post reply**, to publish the reply you wrote.
3. Choose the account. Google groups locations under business accounts, so pick the one holding the location you want.
4. Choose the location. One ReviewHive source is one location. Connect the same account again to add another.
5. You are done. ReviewHive starts importing the review history immediately.

## What we ask for, and what we do with it

We request read access to your business reviews. Nothing is posted on your
behalf. A reply is only published when a person in your organization presses
**Post reply** in ReviewHive.

Your Google credentials are encrypted before they are stored, are tied to the
one organization and connection that created them, and are never sent to the
browser. See [Security and privacy](/docs/how-we-protect-your-data).

## Staying up to date

New Google reviews reach ReviewHive as they happen, and a scheduled sync fills
in anything a notification missed. You can also press **Sync now** on the source
at any time.

When you connect, ReviewHive registers your Business Profile account for
real-time review notifications. Google allows exactly one tool per account to
receive them: if another tool was registered, ReviewHive takes over (the wizard
tells you when that happens), and if you later connect another tool, it takes
them back — your reviews then arrive with the scheduled sync instead of
instantly. When you disconnect, ReviewHive releases the registration and, if
another tool held it before, points it back there.

## Visibility metrics, included

Connecting a location also brings in its [Google visibility
metrics](/docs/google-visibility) — impressions, calls, direction requests,
website clicks and the search terms people used to find you — at no extra
permission: the same access that reads your reviews covers them. The last six
months are imported when you connect, and a daily refresh keeps them current.

## If something goes wrong

**"This location is already connected."** The location belongs to another
ReviewHive organization. Disconnect it there first, because a location can only
be claimed once.

**No reviews arrive.** Check that the Google account you authorized still
manages that location, and that syncing is not paused on the source.

**Your Google access expired.** If Google revokes the grant after a password
change, an account change or a permissions change, reconnect the source and the
pull resumes. Existing reviews and replies stay where they are.


Sync ratings and reviews from the locations in your Google Business Profile.

Connect Google Business Profile


## Status: fully supported

Facebook Pages is one of our two fully supported connectors, verified against
real Pages. Full history import, automatic sync, and replies posted from
ReviewHive.

## Before you start

 * You need the Admin or Owner role in the ReviewHive organization.
 * You need to be an admin of the Facebook Page, signed in to the Facebook account that manages it.
 * Recommendations must be turned on for the Page. A Page with reviews disabled has nothing for us to read.

## Steps

1. Go to **Review sources**, choose **Facebook Page**, then **Connect**.
2. Press **Continue with Facebook** and sign in. Grant ReviewHive access to the Page's reviews.
3. Choose the page. If you manage several, pick the one for this organization. One ReviewHive source is one Page.
4. You are done. The existing recommendations are imported straight away.

## How Facebook recommendations map to stars

Facebook does not use stars. A customer either recommends your Page or does not.
At the moment of import ReviewHive records a recommendation as 5 stars and a
non-recommendation as 1 star, so Facebook feedback can appear in the same lists
and charts as Google reviews. Where Facebook does supply a star rating, that
rating is used as it is.

## What we ask for, and what we do with it

Read access to the reviews on your Page, and nothing else. Nothing is posted on
your behalf. Replies are published only when someone in your organization
presses **Post reply**.

## Staying up to date

New recommendations arrive as Facebook notifies us, and a scheduled sync catches
anything missed. **Sync now** on the source triggers an immediate pull.

## If something goes wrong

**"This page is already connected."** Another ReviewHive organization has
claimed it. Disconnect it there first.

**Nothing imports.** Confirm that recommendations are enabled on the Page and
that the account you connected with is still a Page admin.

**Access expired.** Facebook access tokens expire, and Facebook revokes them
when Page roles change. Reconnect the source. Your imported reviews and replies
are untouched.


Sync recommendations and ratings left on the Facebook Page you manage.

Connect a Facebook Page


## Status: beta, and read-only

The Tripadvisor connector is in **beta**: it works, you can connect it today on
any plan, and we are still verifying it against real locations before dropping
the label. Its card on the **Review sources** page carries a Beta pill. It is
also
**read-only by design** — Tripadvisor offers no way to post a response through
its API, so replies are written on Tripadvisor itself and sync back here.

## How it differs from the others

Tripadvisor needs no sign-in and no permission grant. You search for your public
Tripadvisor listing and claim it, and ReviewHive reads its reviews through
Tripadvisor's official API using our own platform access.

Two consequences are worth knowing before you start.

You cannot reply from ReviewHive. Tripadvisor offers no way to post a response
through its API. The connector is read-only, and the wizard says so up front
rather than letting you discover it at reply time.

Responses you have already posted do sync. Tripadvisor returns them, so a review
you answered on Tripadvisor shows as **Replied** here, with your response text.

You need the Admin or Owner role.

## Steps

The wizard has two steps: **Find your location**, then **Done**.

1. Go to **Review sources**, choose **Tripadvisor**, then **Connect**.
2. Search. Type the business name as it appears on Tripadvisor. Including the city helps, for example "Hotel Bellevue Lucerne". Press **Search** or hit Enter. At least two characters are required.
3. Pick your listing. Results show each location's name with its address underneath, so you can tell two branches apart. Choose yours and press **Connect location**.
4. You are done. ReviewHive licenses the location for review access, claims it for your organization, and starts the first sync immediately. You can leave the page while it runs.

## What the search actually does

Your query goes to our server rather than to Tripadvisor from your browser,
because the API key is a platform secret and never reaches the page. What comes
back is display data only: the location's ID, name and address.

## Review text and languages

Tripadvisor returns reviews in several translations. ReviewHive stores only the
text the customer actually wrote, never a machine translation. Putting
translated words in a reviewer's mouth would misrepresent them, and would feed
the [AI Analyst](/docs/ai-analyst) text nobody wrote.

## Staying up to date

Tripadvisor sends no live notifications, so this source refreshes on the
scheduled background sync rather than the moment a review appears. **Sync now**
on the source pulls immediately.

## If something goes wrong

**"No locations matched your search."** Try the name exactly as it appears on
Tripadvisor, and add the city.

**"We could not license this Tripadvisor location for review access."** The
listing cannot be read through the API. This is checked at connect time on
purpose, because a clear failure now beats a connection that looks fine and
never delivers a review. [Get in touch](/docs/getting-help) with the listing and
we will look at it.

**"This location is already connected."** Another ReviewHive organization has
claimed it. A listing can only be claimed once.

**"We could not start the first sync."** Your connection is saved regardless.
Retry from the wizard, or press **Sync now** on the source later.


Search for your Tripadvisor location and claim it. No sign-in, no OAuth.

Connect Tripadvisor


## Status: beta

The App Store Connect connector is in **beta**: it is built and working, you can
connect an app today on any plan, and we are still verifying it against real
apps before dropping the label. Its card on the **Review sources** page carries a
Beta pill. Everything below describes how it works; if anything behaves oddly,
tell us — that is exactly what this phase exists to catch.

## What you need first

App Store Connect has no "Sign in with Apple" flow for this. Instead you create
an **API key** in your own App Store Connect account and give ReviewHive three
things: the Issuer ID, the Key ID, and the key file itself.

That is more setup than clicking a button, and it buys you something real: there
is no partner programme to apply to, no app review, and no waiting. You control
the key and can revoke it at any moment.

You need the Admin or Owner role in ReviewHive.

## The key must have the right role

**Create a Team key with the Admin or App Manager role.**

This matters more than it looks. Apple lists the *Customer Support* role as
covering ratings and reviews, and a Customer Support key genuinely can read
them — so it appears to work. But Apple refuses that same key when it tries to
post a response, which means you would import your entire review history and
then discover you cannot answer a single review.

ReviewHive checks this when you connect and refuses a key that cannot reply,
naming the role you need. That is deliberate: a clear failure now is better than
a connection that looks healthy and cannot do its job.

Use a **Team** key, not an Individual key. An individual key belongs to one
person's App Store Connect account and stops working when they leave the team.

## Create the key

1. Sign in to [App Store Connect](https://appstoreconnect.apple.com).
2. Go to **Users and Access**, then the **Integrations** tab.
3. Copy the **Issuer ID** shown near the top of the page.
4. Under **Active**, press **+** to generate a new key. Give it a name you will recognise, such as "ReviewHive", and choose the **Admin** or **App Manager** role.
5. Press **Generate**, then **Download API Key**.

**Apple lets you download the `.p8` file exactly once.** Keep a copy somewhere
safe. If you lose it, the key cannot be recovered — you revoke it and generate a
new one.

Copy the **Key ID** from the same row; it looks like `2X9R4HXF34`.

## Connect it in ReviewHive

The wizard has three steps: **Add API key**, **Choose app**, then **Done**.

1. Go to **Review sources**, choose **App Store Connect**, then **Connect**.
2. Paste the Issuer ID and Key ID. For the private key, either upload the `.p8` file or paste its contents — including the `-----BEGIN PRIVATE KEY-----` lines.
3. Press **Continue**. ReviewHive uses the key to list the apps it can see, which also proves the key works before anything is saved.
4. Pick your app and press **Connect app**. Connect the others as separate sources if you have more than one.

The first sync starts immediately and imports your full review history. For an
app with thousands of reviews this takes a few minutes; you can leave the page.

## What syncs, and what does not

**Reviews come in with their headline.** App Store reviews have a title separate
from the body, and it often carries the whole point — "Crashes on launch after
3.2". ReviewHive stores it as its own field and shows it above the review text,
rather than gluing the two together.

**Replies work in both directions.** A response you posted in App Store Connect
appears here as **Replied**, and a reply you send from ReviewHive appears on the
App Store.

**One response per review.** App Store Connect allows a single response, and
posting again replaces it. Editing a published reply in ReviewHive does exactly
that — it replaces the previous one rather than adding a second.

**Responses are not published instantly.** Apple queues them for review, so
expect a delay of a few hours between sending and the response appearing
publicly. ReviewHive shows the review as replied straight away, so you do not
answer it twice by accident.

**Territory is not stored.** Apple reports which storefront each review came
from. ReviewHive does not keep it, because nothing in the product would use it
today. Say so if you would like it — it is a deliberate omission, not an
oversight.

## Rotating or replacing a key

Open the source and press **Replace API key**. You go through the same steps
with the new key.

Do this whenever you revoke a key in App Store Connect, when the person who
created it leaves, or if you suspect the `.p8` has been seen by someone it
should not have been.

## Troubleshooting

**"This API key can read reviews but cannot post replies."**
The key has the Customer Support role. Create a new key with the Admin or App
Manager role and connect that one instead. Changing the role of an existing key
is not possible — Apple requires a new key.

**"App Store Connect did not accept this key."**
Almost always one of three things: the Issuer ID belongs to a different team,
the Key ID does not match the `.p8` file you uploaded, or the key was revoked in
App Store Connect. Check them in that order.

**"This API key can see no apps."**
A Team key only covers apps on its own team. If your app sits on a different
team, create the key there.

**"This app is already connected."**
Another ReviewHive workspace has claimed it. One app belongs to one workspace —
this is what stops two accounts from fighting over the same reviews and the same
replies. Disconnect it there first.

**Replies started failing after working fine.**
Someone changed the key's role in App Store Connect, or revoked the key. The
error message names the role required; connect a new key.

## Privacy

Your `.p8` private key is encrypted before it is stored, is never returned to
your browser after you submit it, and never appears in our logs — not even a
fragment. It is used only to sign short-lived tokens for requests about the app
you connected.


Create an App Store Connect API key, connect an app, and reply to iOS and macOS reviews from ReviewHive.

Connect App Store Connect


## How syncing works

Reviews reach ReviewHive two ways.

As they happen: Google notifies us the moment a review is written or edited on
a connected location, and it appears in your inbox within seconds. Facebook
changes can also arrive this way when Facebook pushes them to us.

On a schedule: a regular background sync re-reads each active source. This
catches anything a notification missed and picks up edits, deletions and
responses posted elsewhere. Tripadvisor, the App Store and Google Play rely on
this path entirely — those platforms offer no notifications, so nothing about
them is real-time regardless of how often we check.

One detail worth knowing about Google: a Business Profile account can send its
real-time notifications to only one tool at a time. Connecting a location to
ReviewHive points them at us; if you later connect the same account to another
review tool, that tool takes them over and your reviews here arrive with the
scheduled sync instead. Either way the schedule guarantees nothing is missed —
notifications only make it faster.

You can always force a pull with **Sync now** on the source. Only one sync per
source runs at a time, so pressing it twice does not double anything.

## Pausing a source

The toggle on a source turns syncing off. Everything already imported stays
exactly where it is, and nothing new is pulled until you switch it back on. Use
it when a location is temporarily closed, or when you want to stop a noisy
source without losing its history.

## Editing, replying and deleting elsewhere

If a customer edits a review, or you reply from Google or Facebook directly, the
next sync brings the change across. Your ReviewHive copy always follows the
provider, because the provider is the source of truth.

## Duplicates

There are none by design. Each review is stored under an identifier derived from
its source and its provider ID, so re-syncing the same review updates it rather
than adding a second copy. Two different sources can never overwrite each
other's reviews either.

## Common problems

**A source stopped importing.** Check three things in order: that syncing is not
paused, that the provider account you connected with still manages the location
or Page, and that the grant has not been revoked. Reconnecting the source fixes
the third and keeps your existing data.

**A review is in the provider dashboard but not here.** Press **Sync now**. If
it still does not appear after a few minutes, it may be a review type we cannot
read. [Tell us](/docs/getting-help) which one and we will look.

**Old reviews are missing.** Providers limit how far back their APIs reach. We
import everything the provider will give us. If your history goes back further
than what appears here, that is the provider's ceiling rather than ours.

**The numbers on the dashboard look wrong.** Check the period and source filters
at the top of the page first, because every figure on the page is scoped to
them. See [Dashboard](/docs/dashboard).


How often reviews refresh, how to force a sync, and what to do when one stops.

Syncing and troubleshooting


## Status: beta

The Google Play connector is in **beta**: it is built and working end to end,
you can connect it today on any plan, and we are still verifying it against real
developer accounts before dropping the label. Its card on the **Review sources**
page carries a Beta pill. If something behaves oddly, tell us — that is exactly
what this phase exists to catch.

## Two things to know before you connect

These are the two facts that surprise people. Both come from Google's API rather
than from ReviewHive, and neither can be worked around.

### Google Play only shares the last 7 days

Google's Developer API makes **only the most recent seven days of reviews**
available. That is the contract, not a plan limit.

So there is no history to import. When you connect, you get at most a week of
reviews — not the years of history a Google Business Profile connect produces.

What you get instead is an archive. Every review ReviewHive ingests stays here
permanently, so from the day you connect your history accumulates and keeps
accumulating, including reviews Google itself will no longer serve. That is
something Play Console does not give you.

It also means **a broken connection loses data**. With every other source, a
sync that stops for a week simply catches up afterwards. Here, reviews that age
past seven days while the connection is broken are gone from Google and were
never captured by us — nobody can recover them. ReviewHive watches for this: if
a Play source has not synced successfully for 72 hours, we mark it as degraded
and email your Owners and Admins. Treat that email as urgent.

### Replies are limited to 350 characters

Google rejects a reply longer than roughly 350 characters, and strips any HTML.

The composer counts as you type and will not let you send an over-long reply.
AI-generated drafts are written to fit, and the **Shorter** button aims at the
limit rather than just trimming. This applies to Google Play only — replies to
your other sources are unaffected.

## Connect it

You need the Admin or Owner role in ReviewHive. The wizard has three steps:
**Connect account**, **Enter package name**, then **Done**.

1. Go to **Review sources**, choose **Google Play**, then **Connect**.
2. Sign in with the Google account you use for Play Console. You will see a new consent screen even if you have already connected Google Business Profile — those are two separate Google products with two separate permissions, and connecting Play does not change your Business Profile connection in any way.
3. Enter your app's **package name**. It looks like `com.yourcompany.yourapp`, and you can copy it from the end of your Play Store URL: in `play.google.com/store/apps/details?id=com.yourcompany.yourapp`, it is everything after `id=`.
4. Optionally give the source a friendlier name, then press **Connect app**.

There is no app picker because Google's Developer API has no endpoint that lists
an account's apps. ReviewHive validates the package name by actually reading
reviews for it, so a typo or an app your account cannot see fails here rather
than turning into silence.

An app with no reviews yet connects fine. That is the best time to connect, in
fact — the archive starts from day one.

## What syncs

Reviews arrive with their rating, text, author name and your reply if you have
posted one. Where a reviewer wrote a separate title, ReviewHive shows it above
the review text.

Reviews are stored in the language they were written in. Google can machine-
translate them for us, and we deliberately do not ask it to — a translation
stored as the reviewer's own words would put sentences in their mouth, and the
AI Analyst would then quote those sentences back to you as evidence.

A Play review is technically a conversation thread. ReviewHive shows the most
recent thing the reviewer wrote and the most recent thing you replied, which is
what the review looks like on the store.

## Syncing

Play sources sync hourly. Seven days of retention leaves ample headroom, and
hourly keeps the request volume within Google's quota, which is shared across
every ReviewHive customer.

Occasionally a sync is deferred to the next hour when that shared quota is
running low. This is normal and self-correcting; nothing is lost, because the
next run picks up the same reviews.

## Troubleshooting

**"We could not read reviews for that package name."**
Check the package name against your Play Store URL, that the app is published,
and that the Google account you signed in with has access to the app in Play
Console. All three produce the same message.

**"This app is already connected."**
Another ReviewHive workspace has claimed this package name. One app belongs to
one workspace. Disconnect it there first.

**You received a "has stopped syncing" email.**
Reconnect the source as soon as you can. The usual cause is an expired Google
authorization, and reconnecting takes about a minute. Reviews left behind while
it is broken cannot be recovered later, which is why this email exists at all.

**A reply was refused as too long.**
Google's ceiling is about 350 characters. Use the **Shorter** refinement, or
trim by hand — the counter under the composer shows how far over you are.

**My history is missing.**
Expected. Google only shares seven days. Everything from your connect date
onward is here and will stay here.


Sync Android reviews and reply from ReviewHive. Read the seven-day window and the 350-character reply limit first.

Connect Google Play

Triage the inbox, find the reviews that matter, and reply to them.

Reviews & replies


## The list

**Reviews** in the sidebar shows every review from every connected source,
newest first. Each card carries:

 * the star rating and which source it came from;
 * the reviewer's name and photo, where the provider gives us one;
 * the written comment, if there is one;
 * whether it has been replied to, and the reply itself once it has;
 * the AI Analyst panel, with sentiment, urgency, what the customer wanted and the topics they raised, each backed by a quote from the review.

Reviews with a rating but no text get no analysis panel. Their stored reading is
just a restatement of the stars, and showing "Positive" under a five-star review
with no words would tell you something you already knew.

## Working through it

The two moves that matter most are **Needs reply** in the reply-status filter,
which shows everything still waiting for you, and **Urgent** in the AI filter,
which puts the reviews likely to cost you business at the top of the pile.

Open a review to reply. See [Replying to reviews](/docs/replying-to-reviews).

## Paging

The inbox loads a page at a time. Choose 10, 25 or 50 reviews per page at the
right of the toolbar, and move through with the pager at the bottom. The count
next to the filters tells you how many reviews match what you have selected.

## Searching

The search box filters the reviews on the current page by their text and the
reviewer's name, which is why it is labelled **Search this page**. To narrow the
whole history, use the filters instead. They run against the full review set
rather than just what is loaded.

## Where to go next

 * [Filtering reviews](/docs/filtering-reviews), for every filter and what the AI ones mean.
 * [Replying to reviews](/docs/replying-to-reviews), for drafts, refinement and posting.


Every review from every source in one list, newest first, with everything you need to triage it.

The review inbox


## The plain filters

**Source**: All, Google, Facebook, Tripadvisor, App Store or Google Play.

**Rating**: the star chips. Select as many as you like, and selecting none means
all ratings. The selection is exact, so choosing 1 and 2 shows one and two star
reviews rather than "two or fewer".

**Reply status**: All, Needs reply, or Replied.

**Date range**: a start and end date from the calendar. Leave either side empty
for an open-ended range.

**Reviews per page**: 10, 25 or 50.

**Reset** appears as soon as any filter is active, and drops all of them at once.

## The AI filters

These search on what a review says, using the [AI Analyst's](/docs/ai-analyst)
reading of it.

| Group | Filter | Finds |
|---|---|---|
| Sentiment | Negative, Neutral or Positive in the text | How the writing feels, independent of the stars |
| Attention | Urgent | Reviews that need answering today |
| Attention | Worth a look | Reviews that should not wait a week |
| What they want | Complaints | Someone reporting a problem |
| What they want | Questions | Someone asking something |
| What they want | Suggestions | Someone proposing an improvement |
| What they want | Praise | Someone saying thank you |

Sentiment is not the star rating. A three-star review can be furious in the
text, and a five-star review can contain a complaint. That gap is what these
filters are for.

## Filtering by topic

Topics such as wait time, parking or staff are not in a dropdown, because the
list is different for every business and changes over time. Instead, click a
topic chip on any review and the inbox filters to every review mentioning it.

## One AI filter at a time

You can combine the plain filters freely, but only one AI filter can be active
at once. That is a real limit of the underlying database, and the interface
shows it honestly rather than offering a control that appears to combine and
quietly does not.

If you need urgent complaints about wait times, filter by **Urgent** and look
for the wait-time chips, or filter by the topic and scan for the urgency badge.


Rating, source, reply status, date, and the AI filters that find reviews by what they say.

Filtering reviews


## The reply flow

Open a review and press **Reply**. The dialog shows the original review at the
top so you are always answering the right thing, with a text box below it.

You can write the reply yourself, or:

1. Press **Generate**. ReviewHive drafts a reply using your organization's [AI Studio settings](/docs/ai-studio): tone, length, signature, your standing instructions and, if you have one, your learned voice.
2. Refine it. **Warmer**, **Shorter** and **More formal** rework the draft in one press. For anything else, type an instruction such as "mention we have fixed the booking system" or "do not apologise twice".
3. Edit freely. The draft is just text in a box, so change any word of it.
4. Press **Post reply**.

The reply is published to the provider under your own business account, and the
review moves to **Replied** in the inbox.

## Nothing posts by itself

There is no auto-reply in ReviewHive, and there will not be one. Every reply
that reaches a customer was read and sent by a person in your organization. AI
drafts, humans publish.

## Tripadvisor

Tripadvisor provides no way to post a response through its API. For a
Tripadvisor review the inbox shows a link straight to the review on Tripadvisor,
where you can answer it. The next sync brings your response back into ReviewHive
and marks the review as replied.

## Google Play

Google rejects a reply longer than about **350 characters**, and strips any HTML
formatting.

The counter under the composer turns amber as you approach the limit and red
past it, and **Send reply** stays disabled until you are under. This is a real
refusal at Google rather than a house rule, so there is no way to override it.

AI drafts for a Play review are written to fit from the start, and the
**Shorter** refinement aims at the limit rather than simply trimming. If a draft
still comes back too long, generate again — ReviewHive never truncates a reply
mid-sentence to make it fit, because a cut-off sentence published under your
name is worse than no reply.

Your other sources are unaffected by this limit.

## App Store Connect

App Store Connect allows exactly one response per review, and posting again
replaces it — which is what editing a reply here already does.

Apple queues responses before publishing, so expect a few hours between sending
and the reply appearing on the App Store. ReviewHive marks the review as
**Replied** immediately, so you do not answer it twice.

If replying starts failing with a message about your API key's role, someone has
changed or revoked the key in App Store Connect. See
[Connect App Store Connect](/docs/connect-appstore).

## Editing a reply

Change a published reply the same way. Open the review, edit the text, and post
again. It replaces the previous one at the provider.

## If posting fails

The usual cause is expired or revoked access at the provider, after someone
changed a password or a Page role. Reconnect the review source and try again.
Your draft is not lost if you keep the dialog open, and the review stays in
**Needs reply** until a reply actually lands.

## Who may reply

Any role, including Member, may reply to reviews. Managing sources and AI
settings requires Admin or Owner. See
[Roles and permissions](/docs/roles-and-permissions).


Draft with AI, refine it, edit it, and post. The customer never sees anything you did not approve.

Replying to reviews

The AI Analyst, AI Studio, the Business Health Radar and what they cost.


## What it does

Ratings tell you how customers feel. The AI Analyst tells you why.

Every review that arrives with written feedback is read automatically and
labelled with:

 * sentiment, meaning how the writing feels: negative, neutral or positive;
 * intent, meaning what the customer wanted: a complaint, a question, a suggestion or praise;
 * urgency, meaning whether this needs answering today, this week, or whenever;
 * topics, meaning what they actually talked about in their own vocabulary, such as wait times, parking, a specific dish or a member of staff;
 * a one-line summary of the review;
 * Business Health Radar scores, once you have [set the radar up](/docs/business-health-radar).

The result appears on the review card in the inbox, drives the
[AI filters](/docs/filtering-reviews), and feeds the topic charts in
[Reports](/docs/reports).

## Every claim carries a quote

Each topic and each radar score is stored with the exact snippet of the review
it came from, and that snippet is verified against the review's own text before
it is saved. If a claim cannot be traced back to something the customer actually
wrote, it is dropped rather than shown.

This is what turns "customers keep mentioning wait times" into something you can
act on: you can click through and read the sentences.

## Reviews without text

A review with stars and no words still gets a reading, but it is derived from
the rating alone and is marked as such. Star-derived readings never mix into the
sentiment and topic statistics, since a sentiment chart that quietly included
them would just be a second rating chart.

## What it costs you

Nothing. Background analysis is funded by ReviewHive rather than by your monthly
token allowance. Your tokens are spent only on the replies you generate. Your
plan does set a ceiling on how many reviews may be analyzed. See
[AI usage and limits](/docs/ai-usage-and-limits).

## Turning it off, and erasing what it found

In **AI Studio**, Owners and Admins can do two things.

Turn the AI Analyst off. New reviews stop being analyzed. Everything already
found is kept, so turning it off does not delete anything.

Erase derived intelligence. This permanently removes every analysis from every
review in the organization, so the panels in the inbox, the AI filters and the
topic charts all go empty. Your reviews and replies are untouched. It cannot be
undone, though you can turn the analyst back on and let it re-analyze.

Both controls need the Admin or Owner role.

## Accuracy

The analyst is a language model, and language models are occasionally wrong. Two
things limit the damage. Every claim is quoted, so you can check it in a second.
And the labels come from a fixed set rather than free text, so the analyst
cannot invent a category. If a reading looks wrong,
[tell us](/docs/getting-help). The prompts are evaluated against a graded set of
reviews before any change ships.


Every review read automatically for sentiment, intent, urgency and topics, each backed by a quote.

The AI Analyst


## What AI Studio is for

**AI Studio** is where you decide how AI-drafted replies sound. Everything you
set here applies to every reply generated anywhere in the app: in the inbox, in
the playground, for every member of the organization.

Changing these settings requires the Admin or Owner role.

## Reply settings

**Business name** is how the business refers to itself in replies. It defaults
to your organization's name.

**Tone**:

| Tone | Reads as |
|---|---|
| Professional | Measured and business-like |
| Friendly | Warm and conversational |
| Apologetic | Leads with accountability |
| Enthusiastic | Upbeat and energetic |
| Concise | Straight to the point |

**Length** is Short for one or two sentences, Medium for a short paragraph, or
Long for one or two paragraphs.

**Signature** is the sign-off appended to replies, such as "Marco, Owner".

**Custom instructions** holds your standing rules, in plain English. This is the
most useful field on the page. For example:

> Always invite unhappy customers to email support@acme.com. Mention our 30-day
> guarantee when a delivery is late. Never offer refunds or discounts.

## Your learned voice

If your team has published at least 10 replies, ReviewHive can read them and
learn how you actually write: your habits, your phrasing, the things you always
mention. Press **Learn my voice** and the card shows you exactly what it learned
and how many replies it learned from.

 * The profile is built from your most recent published replies, up to 50 of them.
 * Your settings above always win. The learned voice fills in the space they leave, and never overrides the tone, length or instructions you chose.
 * **Reset** forgets it, after which replies use only your settings.

Refresh it whenever your style changes, such as after a rebrand or when a new
person starts handling replies.

## The playground

The right-hand side of AI Studio is a sandbox. Paste or pick a review, generate
a reply, and see exactly what a customer would get before anything is published.
Use it after every settings change. It is much faster than discovering the tone
is off on a live one-star review.

Playground replies consume tokens like any other generated reply.

## Also on this page

 * Token usage, showing how much of this month's allowance you have used. See [AI usage and limits](/docs/ai-usage-and-limits).
 * AI Analyst controls, for turning the automatic analysis on or off, or erasing it. See [The AI Analyst](/docs/ai-analyst).
 * Business Health Radar setup. See [Business Health Radar](/docs/business-health-radar).


Set the voice ReviewHive replies in, learn it from your own replies, and test it before a customer sees it.

AI Studio


## The idea

Generic categories do not fit every business. Cleanliness matters enormously to
a hotel and barely at all to a plumber, and wait time means something different
in a clinic and a restaurant.

The Business Health Radar lets you name the five dimensions your business should
be judged on. Every analyzed review is then scored against them, and the radar
on your dashboard shows where you are strong and where you are slipping.

Setting it up requires the Admin or Owner role.

## Setting it up

Open **AI Studio** and find the radar card. The flow is suggest, then edit, then
lock.

1. Suggest. ReviewHive reads your existing reviews and proposes five dimensions drawn from what your customers already talk about. You need a reasonable number of written reviews for this to work. If there are too few, connect a source and come back once history has imported.
2. Edit. Rename any dimension, rewrite its description, and reorder them. The description is what the analyst uses to decide what counts. Nothing is committed yet, so change your mind freely.
3. Lock. Locking commits the five dimensions and re-analyzes your entire review history against them, so the radar is meaningful from day one rather than only for reviews that arrive later.

Locking a changed set of dimensions re-analyzes everything again. The button
says so before you press it.

## Reading the radar

The dashboard shows a compact radar for the period you have selected. A
dimension that dips is not an opinion, because each score is stored with the
quote from the review that produced it, so you can click through and read what
customers actually said.

## Writing good dimensions

 * Name things you can change. "Speed of service" is actionable, while "customer mood" is not.
 * Make the description concrete. "How long customers waited to be seated, served or called back" scores far more consistently than "Speed".
 * Keep them distinct. Five overlapping dimensions produce five copies of the same chart.


Score every review against the five things that actually matter for your business.

Business Health Radar


## Tokens are for replies

Your plan includes a monthly allowance of tokens, the unit AI text generation is
measured in. Tokens are consumed when you:

 * generate a reply draft in the inbox;
 * refine a draft with **Warmer**, **Shorter**, **More formal**, or your own instruction;
 * generate a reply in the AI Studio playground;
 * generate a daily brief or a report narrative;
 * learn your reply voice from your published replies;
 * suggest dimensions for the Business Health Radar.

Tokens are not consumed by the automatic analysis of your reviews — the
sentiment, topics and urgency on each individual review. ReviewHive funds that
work, up to your plan's analysis ceiling.

The meter at the top of AI Studio shows how much of this month's allowance you
have used, and the allowance resets each month.

## What each plan includes

| | Basic (free) | Pro | Agencies |
|---|---|---|---|
| Tokens per month | 100,000 | 5,000,000 | 25,000,000 |
| Reviews analyzed by the AI Analyst | 100 | 5,000 | Unlimited |

Full comparison in [Plans](/docs/plans).

## Running out

**Out of tokens.** The generate button is replaced by a panel telling you the
allowance is spent and the date it comes back, so you can decide whether to wait
or upgrade. Everything else keeps working: reviews keep syncing, analysis keeps
running, and you can still write and post replies yourself.

**At the analysis ceiling.** New reviews stop being analyzed. They still arrive
in your inbox with their rating, text and reply state, but they have no AI panel
and do not appear under the AI filters. Upgrading resumes analysis.

## Using less

 * Generate once and edit by hand, rather than refining five times.
 * Set **Length** to Short in [AI Studio](/docs/ai-studio), since shorter drafts cost less.
 * Write good custom instructions. A draft that comes out right first time is the cheapest one.
 * Use the playground to tune your settings on one review instead of discovering the problem across twenty.


What consumes your token allowance, what doesn't, and what happens when you run out.

AI usage and limits

Read your numbers, compare periods and export the underlying reviews.

Dashboard & reports


## Choosing what you are looking at

Every figure, chart and list on the dashboard is scoped to the two controls at
the top, so the numbers always agree with one another.

**Period** offers 7 days, 30 days, 90 days or All time.

**Source** offers all sources, or just Google, or just Facebook.

All time covers your entire review history. Because there is no earlier period
to compare it against, the small "vs prev." deltas disappear in that mode rather
than showing a meaningless number.

## The headline numbers

Four tiles, each with its change against the previous period of the same length:

 * **Total reviews**, how many arrived in the period.
 * **Average rating**, the mean rating of those reviews.
 * **Response rate**, the share that have been replied to.
 * **Needs reply**, how many are still waiting for you.

## Daily brief

A short written summary of the period: what moved, what is new and what is worth
your attention. It is generated from your actual figures, and every claim it
makes points at reviews you can open. It never invents a quote or paraphrases
review text.

## Business Health Radar

A compact version of your [radar](/docs/business-health-radar), showing how the
period scored on the five dimensions you defined. It appears once the radar is
set up.

## The charts

 * **Review volume**, how many reviews arrived over time.
 * **Rating trend**, how your average rating moved.
 * **Rating distribution**, the mix of one to five star reviews.
 * **Sentiment mix**, how the writing felt, from the [AI Analyst](/docs/ai-analyst). This is not the star breakdown: a three-star review can be furious and a five-star one can contain a complaint.

## Google visibility

Organizations with a connected Google source get an extra section under the
rating trend: impressions of your Business Profile, calls, direction requests
and website clicks, plus the search terms people used to find you. It shares
the time axis with the rating trend so the two read as one story. See
[Google visibility](/docs/google-visibility) for what each figure means and
why the numbers lag a few days.

## The lists

 * **Needs attention**, unreplied negative reviews with the oldest first. This is the queue to work through.
 * **Source scorecard**, each connected source side by side with its volume, average rating and response rate.
 * **Latest reviews**, the most recent arrivals, with a link into the inbox.

## Empty or surprising numbers

If a chart is empty, check the period and source filters first. If the whole
page is empty, you may not have a connected source yet. See
[Review sources](/docs/review-sources-overview).

For the deeper read, covering response times, arrival patterns, topic trends and
exports, go to [Reports](/docs/reports).


Your daily view: the headline numbers, what needs attention, and what changed.

The dashboard


## Scope

As on the dashboard, one filter row scopes the whole page.

**Period** offers 30 days, 90 days, 180 days, 1 year or All time.

**Source** offers all sources, or just Google, or just Facebook.

Charts group by day, week or month automatically, whichever reads best for the
period you chose.

## What is on the page

**AI commentary** is a written read of the period, generated from your
aggregated figures and citing the reviews behind each claim.

**Sentiment over time** shows how the written sentiment of your reviews moved.
Only reviews with text count here. Star-only reviews are excluded on purpose, so
this is not a second rating chart.

**Topic trends** shows which subjects your customers raised more, or less, than
before. This is the chart that answers whether the thing you fixed in March is
showing up.

**Reputation trajectory** shows your cumulative rating over the whole history,
which is roughly what a visitor to your listing sees. It moves slowly, which is
the point of it.

**Review volume** shows arrivals over time.

**Response performance** shows how many reviews you answer and how quickly. If
you are reporting to a client or a manager, this is the chart that shows the
effort is real.

**When reviews arrive** is a heatmap by day and hour, useful for deciding when
someone should be watching the inbox.

**Rating mix over time** shows how the balance of one to five star reviews
shifted.

**Keywords** lists the words and phrases customers keep using, with how often.

**Source comparison** puts every connected source side by side.

## Exporting

**Export CSV** downloads the reviews behind the current period as a spreadsheet,
named for your organization and the period. For example,
`acme-bakery-reviews-90d-2026-08-08.csv`, or a name containing `all-time` for
the whole history.

See [Exports](/docs/exports) for what is in the file.

## Why the numbers always agree

Every figure in ReviewHive, whether a dashboard tile, a chart, a report line or
an exported column, is produced by a single statistics engine. Nothing is
calculated separately in one corner of the interface, which is what keeps two
views of the same period from disagreeing.


The deeper read: trajectory, response performance, topics over time and a source comparison.

Reports


## Downloading

Press **Export CSV** on the [Reports](/docs/reports) page. The download contains
the reviews behind the period and source you currently have selected, so change
the filters first if you want a different slice.

The file is named after your organization and the period, so exports do not pile
up as `export (3).csv`:

```
acme-bakery-reviews-90d-2026-08-08.csv
acme-bakery-reviews-all-time-2026-08-08.csv
```

## What is in the file

One row per review, newest first:

 * `date`, `source`, `rating`, `reviewer` and `comment`
 * `replied` and `responseTimeHours`, meaning whether it was answered and how fast
 * `ratingSentiment`, the sentiment implied by the stars
 * `semanticSentiment` and `semanticScore`, the sentiment of the written text from the [AI Analyst](/docs/ai-analyst)
 * `urgency`, `intents` and `aspects`, meaning how urgent it is, what the customer wanted, and the topics they raised
 * `radarScores`, the [Business Health Radar](/docs/business-health-radar) scores if the radar is set up
 * `analysisVersion` and `coverageMethod`, meaning which analysis produced the row and whether it read the text or only the stars

The AI columns are empty for reviews that have not been analyzed.

The columns come from the same statistics engine that draws the charts, so an
exported figure can never disagree with the same figure on screen.

## Opening it safely

Cells that would otherwise be interpreted as a spreadsheet formula are escaped
before export, so a review beginning with `=` or `+` cannot execute anything
when you open the file. Text is UTF-8, so choose that encoding if your
spreadsheet program asks.

## Common uses

 * Client reporting. Filter to one source and one period, export, and attach.
 * Deeper analysis. Pivot by month and rating, or by topic, in your own tool.
 * A backup. Your reviews stay yours, so take a copy whenever you like.


Download the reviews behind a report period as a CSV you can open in Excel, Sheets or Numbers.

Exporting your reviews


## What this section shows

Below the rating trend on the [dashboard](/docs/dashboard), organizations with
a connected Google source get a **Google visibility** section: how often your
Business Profile appeared to people on Google, and what they did about it.

 * **Impressions**, how many unique people saw your profile on Google Search or
   Maps that day. Google deduplicates these per person per day, so this is
   people, not page loads — but it is views of your *profile*, not visits to
   your business.
 * **Calls**, taps on your phone number.
 * **Direction requests**, people asking Google Maps how to reach you.
 * **Website clicks**, clicks through to your site.

The chart shares its time axis with the rating trend above it, so you can read
the two together — a rating dip and a fall in direction requests over the same
weeks is a far stronger argument for acting on a complaint than the complaint
alone. ReviewHive deliberately draws no causal line between them: the two
series sit on one axis, and the conclusion is yours to draw.

## Search terms

The collapsed table underneath lists what people typed into Google before
finding you, for the most recent month Google has published. For low-volume
terms Google reports only a ceiling, so you will see "fewer than 15" rather
than an exact count — that is Google's number, not ours rounded.

## Why it is Google-only

Facebook, Tripadvisor and the app stores do not expose equivalent data, so
this section describes your Google presence only — it is labelled that way so
nobody reads it as whole-business traffic. If you have several Google
locations connected, their numbers are summed.

## Why the numbers lag, and why gaps are gaps

Google publishes these figures a few days behind, and revises them after
publishing. ReviewHive re-reads the recent window every day so late revisions
are picked up. A day Google has not published yet shows as a **break in the
line, not a zero** — a zero would mean "nobody saw your profile", which is not
what "Google hasn't published yet" means, and we will not draw one when the
other is true.

If the whole section shows "importing your metrics", the first backfill is
still running; it usually completes within a day of connecting.


Impressions, calls, direction requests and search terms from your Google Business Profile, next to your rating trend.

Google visibility

Organizations, roles and invitations for teams and agencies.

Team & organizations


## What an organization is

An organization is one workspace. It owns:

 * its connected review sources and their credentials;
 * its reviews, replies and AI analysis;
 * its AI Studio settings and Business Health Radar;
 * its team and their roles;
 * its subscription.

Nothing crosses between organizations. That matters most for agencies, where one
account routinely holds the data of businesses that compete with each other. See
[Security and privacy](/docs/how-we-protect-your-data).

## How many you can have

| Plan | Organizations |
|---|---|
| Basic (free) | 1 |
| Pro | Up to 5 |
| Agencies | Unlimited |

## Creating and switching

Your first organization is created in the setup wizard when you sign up. To add
another, use the organization switcher at the top of the sidebar and choose
**Create organization**. The switcher also moves you between the organizations
you belong to, and the whole app follows: inbox, dashboard, reports and
settings.

## How to structure them

One business at one location needs one organization. Connect Google, Facebook
and Tripadvisor to it as separate sources.

Several locations of the same business usually want one organization per
location, so each has its own dashboard, its own radar and its own reply voice.
Invite the people who work at that location to it.

An agency with clients should always use one organization per client. Each
client's credentials, reviews and replies stay entirely separate, and you can
give a junior account manager the Member role in one client without touching
another.

## Renaming and logo

**Settings**, then **Organization**, then **General** holds the organization's
name and logo. The name is also what AI replies call the business by default,
though you can override that independently in [AI Studio](/docs/ai-studio).

Changing these requires the Admin or Owner role.

## Leaving an organization

Any member can leave from the organization settings. An Owner cannot leave
without first transferring ownership to another member, because an organization
without an owner would have nobody who could manage its billing.


One workspace per business or client, and how to create, switch and use them.

Organizations


## The three roles

**Member** reads reviews and replies to them. It is the right role for staff who
answer customers but should not touch connections or billing.

**Admin** does everything a Member can, plus managing review sources, AI
settings and the team.

**Owner** does everything, plus billing and deleting the organization. There is
one Owner per organization.

## What each role can do

| | Member | Admin | Owner |
|---|:---:|:---:|:---:|
| Read reviews, dashboard and reports | Yes | Yes | Yes |
| Reply to reviews, including AI drafts | Yes | Yes | Yes |
| Export reports | Yes | Yes | Yes |
| Submit a feature request or bug report | Yes | Yes | Yes |
| Set their own notification preferences | Yes | Yes | Yes |
| Connect, pause or disconnect review sources | | Yes | Yes |
| Change AI Studio settings and the Health Radar | | Yes | Yes |
| Turn the AI Analyst off, or erase its analysis | | Yes | Yes |
| Edit organization name and logo | | Yes | Yes |
| Invite members and cancel invitations | | Yes | Yes |
| Change another member's role | | Yes | Yes |
| Manage billing and the subscription | | | Yes |
| Transfer ownership | | | Yes |
| Delete the organization | | | Yes |

## Rules worth knowing

Nobody can promote anyone to their own level or above. An Admin cannot create
another Admin, and cannot hand out Owner. Owner moves only through an explicit
ownership transfer.

Roles are per organization. You can be an Owner of one workspace and a Member of
another. For an agency, this is how a junior account manager gets full access to
one client and read-and-reply access to the rest.

Notification preferences are personal, and per organization. Being an Admin
somewhere does not force alerts on you everywhere. See
[Notifications](/docs/review-alerts).

## Transferring ownership

Go to **Settings**, then **Organization**, then **Members**, open the member you
want to promote, and transfer ownership. You become an Admin in the same move.
An Owner must do this before leaving or deleting their account, if the
organization is to survive.


Exactly what Owner, Admin and Member can each do.

Roles and permissions


## Sending an invitation

Go to **Settings**, then **Organization**, then **Members**, then **Invite**.
Enter the person's email address and choose the role they should hold. See
[Roles and permissions](/docs/roles-and-permissions). You can invite several
people at once.

They receive an email with a link. Following it either signs them in, or asks
them to create an account first, and then adds them to your organization.

Inviting requires the Admin or Owner role.

## How many people

| Plan | Members per organization |
|---|---|
| Basic (free) | 2 |
| Pro | Up to 10 |
| Agencies | Unlimited |

An invitation that has not been accepted still counts toward the limit while it
is open, so cancel any you no longer need.

## Managing open invitations

**Settings**, then **Organization**, then **Invitations** lists everything sent
and not yet accepted. From there you can cancel an invitation, which immediately
makes its link useless.

Invitations expire on their own after a while. If someone's link has expired,
send a new one.

## Changing a role, removing someone

Open the member in **Settings**, then **Organization**, then **Members**:

 * **Change role**, within the limits above. Nobody may assign a role at or above their own.
 * **Remove**, after which the person loses access to this organization immediately. Their replies and everything else they did stay where they are, because removing a person does not rewrite history.

## Notification defaults for new members

New Owners and Admins get instant review alerts by default, and new Members do
not. Everyone can change this for themselves at any time in **Settings**, then
**Organization**, then **Notifications**.


Send an invitation, choose a role, and manage invitations that are still open.

Inviting your team

Instant alerts for bad reviews and a daily summary email.

Notifications


## What triggers an alert

You get an email as soon as a review arrives that is either rated 1 or 2 stars,
or flagged urgent by the [AI Analyst](/docs/ai-analyst), meaning a review whose
text says something needs answering today whatever the stars say.

The second case is the one that earns its keep. A three-star review describing a
food-safety problem is more urgent than most one-star reviews, and star-based
alerts alone would miss it.

## Only for reviews that are actually new

An alert is only sent for reviews written in the last seven days. Connecting a
source with years of history imports it quietly, so you will not get four
hundred emails about complaints from 2023.

## No duplicates

Each review can produce at most one alert, ever. A re-sync, a retry or a second
route finding the same review does not send a second email.

## Turning them on and off

Go to **Settings**, then **Organization**, then **Notifications**, then
**Instant review alerts**.

The setting is yours, and applies to one organization at a time. An agency
operator can want instant alerts for one client and silence for another, and
changing it never affects your colleagues.

By default, Owners and Admins receive alerts and Members do not.

## If alerts stop arriving

 * Check the setting is still on for that organization.
 * Check your spam folder and add our sending address to your contacts.
 * Remember the seven-day rule and the 1 to 2 star or urgent conditions. A stream of three-star reviews correctly produces no alerts.

Still nothing? [Get in touch](/docs/getting-help).


An email the moment a low-rated or urgent review lands, so a bad review never waits.

Instant review alerts


## What is in it

One email per day, covering the previous 24 hours:

 * how many new reviews arrived;
 * their average rating;
 * what is still waiting for a reply.

It is the counterpart to [instant alerts](/docs/review-alerts). Alerts are for
the review you must handle now, and the digest is for keeping half an eye on
everything else.

## Turning it on and off

Go to **Settings**, then **Organization**, then **Notifications**, then **Daily
digest**.

As with alerts, the setting is yours and applies to one organization at a time,
so you can take a digest for a busy client and nothing for a quiet one.

By default, Owners and Admins receive the digest and Members do not.

## Timing

The digest is assembled once a day and covers a fixed 24-hour window. Exactly
one digest is produced per organization per day, so a retry cannot send you a
second copy.

## A quiet day

If nothing arrived, there is nothing to tell you, and no email is sent. An empty
digest every morning would only train people to ignore the ones that matter.


One morning email summarizing the last 24 hours of reviews.

The daily digest

Your profile and sign-in, organization settings, and deleting data.

Account & settings


## Profile

**Settings**, then **Profile** holds your display name and photo. They are what
your colleagues see next to your activity in the organizations you share.

## Email address

**Settings**, then **Profile**, then **Email** changes the address on your
account. You will be asked to confirm your password first, and to verify the new
address before it takes effect.

Changing it also changes where your [alerts and digests](/docs/review-alerts)
are sent.

## Password

**Settings**, then **Profile**, then **Password** sets a new one. You will be
asked for the current password.

If you have forgotten it, use **Forgot your password?** on the sign-in page and
follow the emailed link.

## Sign-in methods

**Settings**, then **Profile**, then **Authentication** shows how you sign in,
with an email and password, with Google, or both, and lets you connect or
disconnect a method.

You cannot remove your last remaining sign-in method, since you would be locked
out.

## Sessions

Signing in creates a session that lasts up to two weeks, after which you sign in
again. **Sign out** ends it immediately on that device.

## Keeping the account safe

 * Use a password you use nowhere else, or sign in with Google and protect that account with two-factor authentication.
 * Remove people who leave your team promptly. See [Inviting your team](/docs/inviting-members).
 * Give people the lowest role that lets them do their job. Reviewers do not need to hold your Google credentials.


Your name and photo, email address, password and connected sign-in methods.

Your profile and sign-in


## General

**Settings**, then **Organization**, then **General** holds the organization's
name and logo. Requires Admin or Owner.

## Members

**Settings**, then **Organization**, then **Members** covers who is in the
workspace, their roles, changing a role, removing someone, and transferring
ownership. See [Roles and permissions](/docs/roles-and-permissions).

## Invitations

**Settings**, then **Organization**, then **Invitations** lists invitations sent
and not yet accepted, with the button to cancel them. See
[Inviting your team](/docs/inviting-members).

## Notifications

**Settings**, then **Organization**, then **Notifications** holds your own
preferences for this organization: instant review alerts and the daily digest.
Every role can set these for themselves. See
[Instant review alerts](/docs/review-alerts).

## Subscription

**Settings**, then **Subscription** shows the current plan, what it includes,
and the link to Stripe's billing portal for payment methods and invoices. Owner
only. See [Managing your subscription](/docs/subscription).

## AI

The AI settings are not under Settings. They live in **AI Studio** in the
sidebar, so you can see the playground next to them. Reply voice, the learned
voice profile, the AI Analyst switch and the Business Health Radar are all
there. See [AI Studio](/docs/ai-studio).

## Review sources

Likewise, connections live under **Review sources** in the sidebar. See
[Review sources](/docs/review-sources-overview).


Where each setting lives, and who is allowed to change it.

Organization settings


## The smaller steps first

Most of the time, what you want is narrower than deleting everything.

To stop syncing a source, pause it. Everything imported stays and nothing new
arrives. See [Syncing](/docs/syncing-and-troubleshooting).

To remove a connection, disconnect the source. The stored credentials are
deleted and ReviewHive can no longer read that account. Reviews already imported
stay in your history.

To erase AI analysis, use the control in [AI Studio](/docs/ai-analyst). Owners
and Admins can permanently erase every analysis in the organization. Reviews and
replies are untouched, and this cannot be undone.

To remove a person, use **Settings**, then **Organization**, then **Members**.
Their access ends immediately.

## Deleting an organization

Deleting an organization removes its reviews, its analysis, its connections and
their credentials, and its uploaded files, and cancels its subscription. It is
permanent.

It runs as a sequence of steps rather than instantly, because provider access
has to be revoked, billing cancelled, files removed and records deleted. The
organization is marked as closing straight away and stops syncing and replying
immediately, so nothing can arrive while it is being taken apart.

Only the Owner can start it. If the option is not visible in your organization's
settings, [contact us](/docs/getting-help) and we will handle it for you.

## Deleting your account

Deleting your account removes your profile and your memberships.

Organizations you own alone are deleted with it. Organizations you share are
not. You will be told which ones need an ownership transfer first, so a
colleague's workspace does not disappear because you closed your account.

If the option is not visible in your settings,
[contact us](/docs/getting-help).

## Exporting first

Deletion is permanent and we cannot restore what has gone. Take a
[CSV export](/docs/exports) of anything you might want later before you start.


Disconnecting a source, erasing AI analysis, closing an organization or an account.

Deleting data

What each plan includes and how to manage your subscription.

Billing & plans


## Comparison

| | Basic | Pro | Agencies |
|---|---|---|---|
| Price | Free | $29 / month or $299 / year | $99 / month or $999 / year |
| Organizations | 1 | Up to 5 | Unlimited |
| Members per organization | 2 | Up to 10 | Unlimited |
| Review sources | All | All | All |
| AI tools | Basic | All | All |
| AI tokens per month | 100,000 | 5,000,000 | 25,000,000 |
| Reviews analyzed by the AI Analyst | 100 | 5,000 | Unlimited |
| Support and feature requests | | | Yes |

The yearly price is roughly ten months for twelve.

No plan gates review sources: every connector is available on every plan,
including the free one. Two are fully supported (Google Business Profile and
Facebook Pages) and three are in beta (Google Play, App Store Connect and
Tripadvisor) — see [Review sources](/docs/review-sources-overview).

## Which one fits

**Basic** suits one location and one or two people. Everything works: every
review source, the unified inbox, the dashboard, reports and alerts. The limits
you will meet first are the token allowance and the 100-review analysis ceiling.

**Pro** suits several locations or a small team. Five organizations, ten people
each, and enough tokens that reply drafting stops being something you ration.

**Agencies** suits managing reviews for other businesses. Unlimited client
workspaces and unlimited seats, with unlimited AI analysis, so a client with
20,000 reviews is not a problem.

## About the limits

Tokens measure AI text generation: reply drafts, briefs and report narratives,
the learned reply voice and radar suggestions. ReviewHive pays for the automatic
per-review analysis. See [AI usage and limits](/docs/ai-usage-and-limits).

Analyzed reviews is the ceiling on how many of your reviews the AI Analyst will
read. Past it, reviews still arrive and can still be replied to, but they have
no AI panel.

Organizations counts the workspaces you own, not the ones you have been invited
to.

## Changing plans

Upgrade or downgrade at any time from **Settings**, then **Subscription**. See
[Managing your subscription](/docs/subscription). Upgraded limits apply
immediately.


What Basic, Pro and Agencies each include.

Plans


## Where it lives

**Settings**, then **Subscription** shows your organization's current plan and
what it includes. Only the Owner can change it.

Each organization is billed separately. An agency with eight client workspaces
manages eight subscriptions, which is what lets you bill a client for their own
plan.

## Upgrading

Choose a plan and press upgrade. Checkout runs through Stripe, and ReviewHive
never sees or stores your card details.

Your new limits for tokens, organizations, members and analyzed reviews apply as
soon as the payment is confirmed. If you were out of tokens, generation resumes
immediately.

## Monthly or yearly

Both are offered for Pro and Agencies, and yearly is about ten months for
twelve. Switch between them from the same page.

## Cards, invoices and receipts

**Manage billing** opens the Stripe billing portal, where you can:

 * update or replace your payment method;
 * download past invoices and receipts;
 * change your billing address and tax details;
 * cancel the subscription.

## Downgrading and cancelling

You keep the plan you paid for until the end of the period you have paid for.
After that the organization falls back to Basic.

Nothing is deleted when you downgrade. Your reviews, replies and existing
analysis stay exactly where they are, and the free-plan limits simply apply from
then on. If you have more organizations or members than Basic allows, you will
need to bring them within the limit to keep using them normally.

## Failed payments

If a payment fails, Stripe retries it and emails you. Your plan keeps working
during that window rather than being cut off mid-retry. If it ultimately fails,
the organization returns to Basic.

## Questions about a charge

[Get in touch](/docs/getting-help) with the invoice number and we will look into
it.


Upgrade, downgrade, change your card, find invoices, and cancel.

Managing your subscription

How your reviews, credentials and AI data are protected.

Security & privacy


## Three promises

Nothing is posted without a person. ReviewHive has no auto-reply. Every reply
that reaches a customer was read and sent by someone in your organization.

Your data never crosses into another workspace. Every request is checked against
the organization it names, and every stored credential is bound to the one
organization and connection that created it.

We ask for read access, not control. Connecting a source grants us permission to
read your reviews, and, when you press **Post reply**, to publish the reply you
wrote.

## Tenant isolation

Organizations are separated at the storage layer, not by a filter in the
interface. A review, a credential or a reply belongs to exactly one
organization, and every read and write is authorized against your membership of
that organization.

This matters most for agencies, whose one account routinely holds the data of
businesses that compete with each other. It is why a reply can never be posted
to the wrong client's listing, even in principle: the review itself decides
where its reply goes, and the credentials it reaches for are the ones stored
beneath it.

## Provider credentials

The access tokens from Google and Facebook are the most sensitive thing we hold.
They are:

 * encrypted with a managed key before they are stored;
 * bound to the organization and connection that created them, so a copied ciphertext simply fails to decrypt anywhere else;
 * never sent to your browser, since they are used only by our servers at the moment a sync or a reply needs them;
 * deleted when you disconnect the source.

Raw provider identifiers, such as a Google place ID or a Facebook page ID, are
kept inside that encrypted payload rather than on records members can read.

## Reviews are read-only from the browser

Nothing in the app writes reviews from your browser. Every change, whether a
sync, a reply or a setting, goes through an authenticated, verified request to
our servers, which check your role before doing anything. The database itself
refuses writes from client applications, so a bug in the interface cannot become
a data problem.

## AI and your data

 * Your reviews are sent to our AI provider only to analyze them and to draft replies you request.
 * Analysis is stored on the review it came from, in your organization, and an Owner or Admin can [erase it entirely](/docs/ai-analyst).
 * Every AI claim about a review carries the quote it came from, verified against that review's own text before it is stored, so the analyst cannot attribute words to a customer who did not write them.
 * Tripadvisor reviews are analyzed in the language the customer wrote in. We never analyze a machine translation.

## Sign-in

Sessions are held in a secure, `httpOnly` cookie your browser will not expose to
scripts, and expire after two weeks. Mutating requests carry a token that
prevents another site from acting on your behalf.

## Reporting a security issue

If you find something, please [tell us](/docs/getting-help) directly rather than
posting it publicly, and we will get back to you quickly.


Tenant isolation, encrypted provider credentials, and the promises the product is built around.

How we protect your data

Report a bug, request a feature, or get in touch.

Support


## Report a bug

**Report a bug** in the sidebar sends it straight to us. A useful report says:

 * what you did, what you expected, and what happened instead;
 * which organization and which review or page it concerns;
 * a screenshot, if it is something you can see.

Any role can file one.

## Request a feature

**Feature requests** in the sidebar. Tell us the problem you are trying to solve
rather than only the control you imagine. The problem is what we can design
against, and it is often solvable in a way you would not have asked for.

Feature requests are prioritized for customers on the Agencies plan.

## Before you write in

A few things answer themselves.

| Symptom | First check |
|---|---|
| A source stopped importing | Is syncing paused? Is the provider grant still valid? See [Syncing](/docs/syncing-and-troubleshooting) |
| A review is missing | Press **Sync now**, then check the inbox filters |
| The numbers look wrong | The period and source filters at the top of the page scope everything below them |
| No AI panel on a review | The review has no text, or you have reached your plan's analysis ceiling. See [Usage and limits](/docs/ai-usage-and-limits) |
| Cannot generate a reply | Out of tokens for the month. See [Usage and limits](/docs/ai-usage-and-limits) |
| Cannot reply to a Tripadvisor review | Tripadvisor has no API for posting replies, so use the link out. See [Tripadvisor](/docs/connect-tripadvisor) |
| Cannot connect a source | You need the Admin or Owner role, and the location may be claimed by another workspace |
| Alerts stopped | Check your preferences. Alerts only fire for 1 to 2 star or urgent reviews from the last 7 days |

## Elsewhere on the site

 * The FAQ covers the questions we get most often.
 * The blog covers what is new, and how other businesses use ReviewHive.
 * The pricing page shows the current plans at a glance.


Report a bug, request a feature, or reach a human.

Getting help

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