Customers & Automation
Reviews & Feedback Management
Last updated 19 May 2026
Reviews & Feedback Management
Monitor customer reviews, respond to feedback, and recover relationships with unhappy clients, all from one screen.
TL;DR
- Reviews & Feedback Management lets you view all reviews, respond publicly, and moderate content, available on all plans.
- Client Feedback captures private low-satisfaction feedback (3 stars or below) for follow-up before it goes public, requires PRO.
- Only venue owners can access the Reviews page; team members see an "Access Restricted" message.
- Reviews are collected on your OpenChair booking page. You own the data and can display them on your storefront.
Overview
Reviews & Feedback Management gives you a central place to monitor, respond to, and moderate all customer reviews, with a private feedback queue for low-satisfaction visits:
- View all customer reviews with rating distribution and response rate metrics
- Respond publicly to reviews to show future clients you care
- Moderate reviews (publish, hide, or flag)
- Collect private satisfaction feedback after appointments before it goes public
- Follow up on low-satisfaction visits in a dedicated client feedback queue (PRO)
- Automate post-visit review requests 24 hours after completed appointments
- Optionally link your Google Business Profile to display your Google rating badge on your storefront
Note
Reviews & Feedback Management is available on all plan tiers. Client Feedback (private feedback follow-up) requires a PRO subscription. Only venue owners can access the Reviews page, team members cannot view or manage reviews.
Finding Reviews
Access the Reviews page from the sidebar on web or the navigation menu on mobile.
On Web
Go to Reviews in the sidebar.
On Mobile
Tap Reviews from the navigation menu.
Note
If you are not the venue owner, you will see an "Access Restricted" message: "Only the venue owner can view reviews." Only owners can access the Reviews page on both web and mobile.
The Reviews Dashboard
The Reviews page has three main sections: stats, a unified inbox with filter tabs, and review settings.
Stats Overview
Four metric cards appear at the top of the page:
| Metric | What it measures |
|---|---|
| Total reviews | Total number of reviews across all time |
| Average rating | Average star rating (1 decimal place) |
| This month | Reviews received in the current calendar month |
| Response rate | Percentage of reviews with an owner response |
On mobile, a rating distribution chart also appears below the stats, showing horizontal bars for each star rating (5 down to 1) with counts.
Unified Inbox Tabs
Three tabs organise your feedback:
| Tab | What it shows | Tier |
|---|---|---|
| Reviews | Every review with full filter and sort controls | All tiers |
| Client feedback | Low-satisfaction feedback requiring follow-up (open + reviewed items) | PRO |
| Resolved | Feedback items you have closed | PRO |
The Client feedback tab shows a red dot indicator (web) or badge count (mobile) when items are waiting.
FREE users who tap Client feedback or Resolved see an upgrade prompt:
- Web: "Client Feedback is a Pro feature" with an "Upgrade to Pro" button linking to billing settings.
- Mobile: "Client Feedback. Available on the PRO plan" with a description: "Collect private satisfaction feedback after appointments, catch low ratings before they go public, and follow up to recover client relationships."
Browsing and filtering reviews
On the Reviews tab, four filter controls let you narrow the list:
| Filter | Options |
|---|---|
| Status | All statuses, Published, Hidden, Flagged |
| Staff | All staff, or a specific team member (only shown if you have staff) |
| Rating | All ratings, 5 stars, 4 stars, 3 stars, 2 stars, 1 star |
| Sort | Newest (default), Oldest, Highest, Lowest |
On mobile, tap the filter icon to open a filter sheet. A badge on the icon shows how many filters are active. Tap "Reset" to clear all filters back to defaults.
A "Clear filters" button appears on web when filters are active.
Reviews are paginated, web shows "Showing X-Y of Z reviews" with Previous/Next buttons (page size 10). Mobile uses infinite scroll (page size 20) with pull-to-refresh.
Empty States
- No reviews at all: "No reviews yet. Reviews will appear here once customers start sharing feedback. Use review settings to control automated post-visit requests."
- No filter matches: "No reviews match your filters."
Reading a review
Each review card displays the rating, author name, service, date, moderation status, and review text.
- Star rating (1 to 5 filled stars)
- Author name (redacted to first name + last initial, e.g., "Sarah M.")
- Staff member (if assigned): "with [staff name]"
- Relative date: "Today", "Yesterday", "X days ago", "X weeks ago", or a formatted date
- Moderation badge: Published, Hidden, or Flagged
- Source badge: "OpenChair" for first-party reviews, or the import platform name (e.g., "Fresha", "Timely") for imported reviews
- Review text (if provided): Truncated with a "Read more" / "Show less" toggle
On mobile, tap a review to open a detail sheet with the full review text, moderation controls, and response form.
Responding to reviews
Public responses are visible to future customers on your storefront. They show you engage with feedback.
Writing a response
On web:
- Find the review in the Reviews tab.
- Click "Reply" beneath the review.
- Write your response in the text area (max 500 characters).
- Click "Send response".
On mobile:
- Tap a review to open the detail sheet.
- Tap "Reply".
- Write your response (max 500 characters).
- Tap "Save".
The helper text reads: "Keep it brief, acknowledge the feedback, and invite them back."
A character counter appears as you type. The counter turns red when fewer than 50 characters remain.
Editing a response
- On the review with an existing response, click/tap "Edit" next to "Your response".
- Modify the text.
- Click "Save changes" (web) or "Save" (mobile).
Deleting a response
- Click/tap "Delete" on the response.
- A confirmation appears: "Delete this response?" (web) or "Delete?" (mobile).
- Confirm with "Confirm" (web) or "Yes" (mobile) to remove the response permanently.
Moderating reviews
The more menu (three dots icon) on each review card offers three moderation actions:
| Action | What it does |
|---|---|
| Publish | Makes the review visible on your public storefront |
| Hide | Removes the review from public view (still visible in your dashboard) |
| Flag | Marks the review for further investigation |
On mobile, these actions appear as buttons in the review detail sheet: "Publish", "Hide", and "Flag".
New reviews default to Published status. Only published reviews appear on your public storefront.
Reputation Manager v1 — the gated funnel (PRO)
PRO venues use a gated review funnel that routes customers based on their star rating before any public review is collected. Happy customers go to Google; unhappy customers go to private feedback. FREE venues continue with the legacy single-page form that collects rating + public text in one step.
What the customer sees
The customer taps the review link from their post-visit SMS and lands on a single card with the heading "How was your visit?" and a 5-star picker. Star tap fires immediately (so partial drop-offs still capture the rating).
- 4 or 5 stars → the card transitions to "Thanks — would you share that on Google?" with a primary Share on Google button (links to your Google review page) and a smaller link "Anything we could improve? Tell us privately" that drops them into the private-note flow if they want.
- 3 stars or below → the card transitions to "Tell us what happened" with an autofocused 1000-character private textarea and a Send to {venue} button. After they send, a quiet escape-hatch link offers "Prefer to leave a public review? Share on Google" (only when Google is connected) — they self-select if they still want to go public.
Keyboard shortcut: 1 to 5 to pick a rating.
The rating is saved on tap, not on submit. Private notes flow into the Client Feedback queue (described below). Public reviews are written only when the customer self-selects Google and completes the redirect — OpenChair doesn't store the Google review; Google does.
Note
The 3-star vs 4-star split is fixed. There's no operator setting to change the threshold today. The funnel is the only gated path; the operator-side Client Feedback queue is the destination.
What the operator sees
If your venue doesn't have Google Business connected yet, the Reviews dashboard shows a Connect your Google business banner with a one-tap Connect Google action. The banner is dismissible for 30 days per user. Without Google connected, the high-rating CTA falls back to a plain "Thanks for your feedback" — no Google redirect.
Low-satisfaction notifications now target the assigned staff member for the booking (when their account is linked) instead of going venue-wide. Owners and managers also see them.
Telemetry
The funnel emits PostHog events tagged feature: "reputation-manager-v1":
review_funnel_rating_picked— star tapped (with score and tap latency)review_funnel_routed— destination chosen by the system ("google" or "private")review_funnel_destination_clicked— which CTA the customer actually tappedreview_funnel_activation_banner_seen|clicked|dismissed— owner-side banner
Useful for tracking the funnel conversion: rated → routed → destination clicked.
Client Feedback (PRO)
Client Feedback is the operator-side queue that receives every private note from the Reputation Manager funnel. When a customer leaves a low rating (3 stars or below) and sends a private note, their feedback enters the queue with a "Needs follow-up" state and the assigned staff member (plus owners and managers) receive a push notification.
Viewing the Queue
Go to the Client feedback tab to see all open items. Each queue item shows:
- Customer name
- Star rating
- Queue state badge: "Needs follow-up" (red), "Reviewed" (amber), or "Resolved" (green)
- Service name and staff member
- Private note (if provided), shown in quotes, tap to expand
- Time: "Submitted X ago"
Following up
Two actions are available on each queue item:
| Action | Button text | What it does |
|---|---|---|
| Mark as reviewed | "Mark as reviewed" (web) / "Mark reviewed" (mobile) | Indicates you have seen the feedback, moves to "Reviewed" state |
| Mark as resolved | "Mark as resolved" (web) / "Resolve" (mobile) | Closes the item, moves to "Resolved" state |
Both actions show a toast with an "Undo" button that reopens the item.
From each queue item you can also:
- View the booking: links to the booking detail on the calendar
- View the client profile: links to the customer record (if customer exists)
Queue states
| State | Meaning | Tab |
|---|---|---|
| Needs follow-up | Low rating, not yet addressed | Client feedback |
| Reviewed | Owner has acknowledged the feedback | Client feedback |
| Resolved | Issue closed | Resolved |
| Captured | Feedback submitted, neutral rating (not flagged for action) | - |
Empty states
- Client feedback (empty): "No responses need follow-up right now. New private low-satisfaction responses will appear here." (web) / "No feedback needs attention right now. When a client leaves a low rating, it will appear here for follow-up." (mobile)
- Resolved (empty): "No resolved items yet. Items you resolve will be kept here for your records." (mobile)
Review settings
Configure your review collection and Google Business Profile link. Open settings by clicking "Settings" on the inbox toolbar (web).
Google Business Profile
Link your Google Business to display your Google rating badge on your storefront. This is optional, your OpenChair reviews display independently.
Option 1. Search for your business:
- In the review settings, type your business name in the "Search by business name..." field.
- Select your business from the suggestions.
- Click "Confirm".
Option 2. Paste a Google Maps link:
- Find your business on Google Maps.
- Tap Share and copy the link.
- Paste the link into the "Paste a Google Maps link" field (accepts URLs from google.com, goo.gl, or maps.app.goo.gl).
- Click "Save".
Once configured, you will see a green tick with your business name and a "View on Google" link to verify the connection.
Automated post-visit follow-up
A toggle labelled "Automated follow-up" controls whether customers automatically receive a review request 24 hours after each completed appointment.
- On: Review requests are sent automatically.
- Off: No automatic requests, you rely on manual outreach or your storefront link.
The helper text reads: "Automatically send a post-visit review request 24 hours after each completed appointment."
Feedback on booking and customer pages
Review feedback appears in context across the app:
- Booking detail page: A "Latest feedback" card shows the customer's rating, queue state, and private note for that booking. A link reads "View in Feedback" and navigates to the client feedback queue.
- Customer profile page: A "Satisfaction history" card shows the customer's most recent feedback, with an "N open" warning badge if unresolved items exist.
Web vs mobile differences
Reviews & Feedback Management has some layout and navigation differences between web and mobile.
| Feature | Web | Mobile |
|---|---|---|
| Stats layout | 4 metric cards in a row | 2x2 grid + rating distribution bars |
| Filter controls | Inline dropdowns on the toolbar | Filter sheet (bottom sheet modal) with haptic feedback |
| Review detail | Inline expansion on the card | Full detail sheet (slide-up modal) |
| Moderation actions | Three-dot more menu | Buttons in the detail sheet |
| Response editing | Inline form below the review | Form in the detail sheet |
| Pagination | Previous/Next page buttons (10 per page) | Infinite scroll (20 per page) with pull-to-refresh |
| Settings access | "Settings" button on toolbar | Settings not currently exposed on mobile |
| PRO upgrade prompt | "Upgrade to Pro" button linking to billing | "Available on the PRO plan" (no billing link, per App Store compliance) |
Troubleshooting
The following covers common issues with Reviews & Feedback Management.
| Issue | Solution |
|---|---|
| "Access Restricted. Only the venue owner can view reviews" | Only the venue owner can access the Reviews page. If you are a team member, ask the venue owner to share feedback with you directly. |
| No reviews showing but customers have visited | Reviews only appear after a customer submits one. Check that Automated follow-up is turned on in review settings to send post-visit requests automatically. |
| "Client feedback" tab shows a lock icon | Client Feedback requires a PRO subscription. On web, click "Upgrade to Pro" to go to billing. On mobile, visit openchair.com to manage your subscription. |
| Client feedback queue is empty but I expected items | Only ratings of 3 stars or below trigger queue items. If customers rated 4 or 5, their feedback goes to the public review flow instead. |
| Google link rejected | The URL must be from google.com, goo.gl, or maps.app.goo.gl. Go to Google Maps, find your business, tap Share, and paste that link. |
| Owner response not appearing on storefront | Responses appear on published reviews only. Check that the review's moderation status is Published (not Hidden or Flagged). |
| "Couldn't load reviews" error | A temporary loading error. Tap "Retry" (web) or pull down to refresh (mobile). If the issue persists, check your internet connection. |
FAQ
Why does the Reviews page show "Access Restricted"?
Only the venue owner can access the Reviews page on both web and mobile. Team members see an "Access Restricted" message and cannot view or manage reviews.
Why is the "Client feedback" tab locked?
Client Feedback requires a PRO subscription. On web, click "Upgrade to Pro" to go to billing. On mobile, visit openchair.com to manage your subscription, the App Store does not allow in-app subscription purchases.
Why is the client feedback queue empty when I expected items?
Only ratings of 3 stars or below trigger client feedback queue items. Customers who rated 4 or 5 stars are directed to leave a public review instead, their feedback does not enter the client feedback queue.
Why is my owner response not appearing on the storefront?
Responses only appear on Published reviews. Check that the review's moderation status is Published, not Hidden or Flagged, use the three-dot menu (web) or the detail sheet (mobile) to change the status.