Reading a review and using the AI reply

What this view is

Reputation reads the reviews already sitting on your Google Business Profile and Trustpilot listing and turns them into one working screen per review: the full text, whether you've already responded on the platform, an AI-drafted reply when one is ready, and the sentiment and topics Verinode picked up from the words your customers actually used. Verinode does not post anything on your behalf. It reads what is public, drafts what you might say back, and hands you a copy button and a link to the real listing. You post it.

This article covers the drilled-in detail you land on when you click a single review, not the list you click from. For the review list, the Trust Score, and how you compare to peers, see Reputation overview (the "How you're doing" card lives there).

Where to find it

Open Reputation from the sidebar (iq.verinode.ai/reputation). The page opens on a Reviews card, one of three: Reviews, How you're doing, and Findings. Reviews is a scrollable list, most recent first, and the subtitle above the list reads N reviews · click any to see the full text + AI reply. Click any review card in that list and it drills straight into the detail view this article covers.

You can also arrive here filtered to one platform: clicking a source tile for Google or Trustpilot elsewhere on the page opens the same Reviews list pre-filtered to that platform, with the card retitled, e.g. Google reviews, and a small profile header above the list showing that platform's rating and a link out.

Once you're inside a review, the arrows either side of the drilled view step to the next or previous review in whichever list you opened from (the full list, or the filtered platform list). Closing the drill returns you to that list.

What's on the review detail

Header

• Platform label, small caps at the top: Google or Trustpilot today. Yelp, BBB, and Facebook exist in the data model but aren't connectable yet, so you won't see those labels here.
• Reviewer name, in large type. If the reviewer left no name on the platform, this reads Anonymous reviewer.
• Date, written out in full (e.g. "March 14, 2026"). If the platform didn't supply a date, it reads Date unknown.
• Star rating, 1 through 5, shown as filled stars against the copper accent.
• Sentiment badge: Positive, Neutral, or Negative. This is a direct read of the star rating, not a separate read of the words: 4 and 5 stars are Positive, 3 stars is Neutral, 1 and 2 stars are Negative. Treat it as a fast filter, not a nuance detector, a 5-star review with a genuinely mixed comment still shows Positive here.
• Status badge, one of four: Needs Response (nothing posted yet), Responded (you already replied on the platform), Draft Ready (Verinode has an AI reply waiting, you haven't copied it), or Copied (you copied the AI reply to your clipboard; it doesn't confirm you pasted it live on the platform).

Review

The full review text, unclamped and unshortened, exactly as the customer wrote it. Directly under it, if Verinode picked up any subject-matter tags, a row of pill labels appears: communication, timeliness, quality, pricing, water damage, mold, fire damage, cleanup, insurance, team. These come from scanning the review text for the words restoration customers actually use to talk about each topic (for example, "mold" tags on the words "mold," "mould," or "remediat-"; "timeliness" tags on words like "fast," "quick," "delay," or "on time"). A review can carry more than one tag, or none, if the text doesn't use any of the recognized language. There's no manual tagging step, this only reflects what the customer wrote.

Owner response (already posted)

Appears only when the platform shows a response you (or someone on your team) already posted publicly. It shows the response text and, if the platform gave a date, "Posted [date]." When this block is present, there's no AI reply and no action row below it, the review is closed out.

AI-suggested reply (not yet posted)

Appears only when Verinode has a drafted reply and you haven't already responded on the platform. The card is outlined in copper. It shows the drafted text and a Copy reply button in the header. Click it and:

• The reply text is copied to your clipboard.
• The button reads ✓ Copied for two seconds, then reverts.
• The review's status quietly updates to Copied in the background, so the next time you look at the Reviews list this one no longer reads as needing a response.

Underneath the drafted text: "Paste into Google Business Profile to publish. Verinode does not post on your behalf." (or the matching platform name for Trustpilot). Copying is not posting, you still have to open the real listing and paste it in yourself.

No draft yet

If there's no AI reply and none has been generated, the view shows: "No AI-suggested reply yet, generated on the next nightly refresh." A draft gets generated automatically the next time Verinode pulls in new reviews for that profile (a scheduled refresh, not something you trigger by opening this screen), for any review that has review text, doesn't already have a draft, and hasn't already been responded to on the platform.

Action row

Below the review body (hidden once the review already has an owner response), up to two buttons appear:

• View on Google (or View on Trustpilot): opens the live listing in a new tab, using the profile link on file. This only appears if a profile link is on file for that platform.
• Draft a reply with my agent: hands the review, star rating, platform, reviewer name, and review text to your IQ agent and opens the chat panel. IQ writes a fresh 3-5 sentence reply live in the conversation, tuned the same way as the pre-generated draft (acknowledge and offer to resolve for a low-star review, thank and invite back for a high-star one), plus one sentence on why that framing fits. Use this when you want a second pass on the pre-generated draft, want to steer the tone in the moment, or the review hasn't had a draft generated yet.

How to use it

1. Work the Needs Response and Draft Ready reviews first, in that order, they're the ones with nothing posted yet.
2. Read the full review text and the topic tags to understand what actually happened, not just the star count.
3. If a draft is ready, read it, adjust it if it needs a name or a detail the model couldn't know, then click Copy reply.
4. Click View on [platform], paste the reply, and post it there.
5. If there's no draft yet, use Draft a reply with my agent to get one immediately instead of waiting for the next scheduled refresh.
6. If the review already carries an owner response, there's nothing to do, move to the next one with the arrows.

Empty states, verbatim

• No reviews yet (unfiltered list): "Connect a profile to start analyzing reviews."
• No reviews yet on a specific platform (arrived via a platform tile): "No reviews on [Google/Trustpilot] yet. Reviews appear once Verinode finishes analyzing this profile."
• No AI reply yet, inside the drill: "No AI-suggested reply yet, generated on the next nightly refresh."
• No topic tags: the topic pill row is simply omitted; it isn't shown empty.
• No reviewer name: "Anonymous reviewer."
• No review date: "Date unknown."

Related

• Reputation overview: the Reviews list, the Trust Score, per-platform standing, peer comparison, and the Reputation tasks checklist.
• The decision workspace: how Reputation's Findings tab turns review, survey, and scorecard patterns into decisions you can act on.
• Connecting your data: how a Google or Trustpilot profile gets connected in the first place.