Reply to client reviews
In this guide, you’ll learn how to strengthen your online reputation by responding to and thanking clients for feedback.
How client reviews work
After a client’s appointment is completed, a “Thank you for visiting” message is automatically sent to the client. This message also acts as a review request, prompting clients to share a star rating and optional written feedback about their experience. Once submitted, reviews appear in your Fresha workspace under Reviews, are displayed on your marketplace profile, and are linked to the client’s profile so that feedback is always visible for future interactions.
Reply to reviews
- From the main menu on the left of your screen, go to Marketing.
- In the left menu panel, select Reviews to view and respond to client feedback.
- Under the review, click on the Reply button.
- In the pop-up, use the dropdown options to Reply as myself or Reply as your business. The option you select will appear as the responder of the review.
- Click on the Save button to submit your reply.
- Once saved, the client will receive an email notification letting them know your business has responded to their review.
- Your review reply will be publicly visible on your marketplace profile. Replies made by both individual team members and your business will be displayed.
Once saved, the client receives an email notification with your reply. To edit or remove it, select the reply.
You can also view and reply to reviews through your notifications (bell icon).
FAQs
You can respond to reviews in any workspace you are currently part of. Reviews from previous workspaces remain visible in your personal account for reference.
You can reply to reviews at any time. While there’s no deadline, replying promptly helps build strong client relationships.
Reviews stay connected to the original workspace, so client feedback remains visible even if the team member has moved on.
To send a private reply, tick the “Send as private reply” box before submitting your response. This means your message will only be visible to the client and won’t appear publicly on your Fresha Marketplace