Review and respond to customer feedback
Use Reputation Management to triage comments and reviews while keeping replies human-approved.
See it in Leado
What you’ll achieve
- A triaged feedback inbox whose public replies are specific, human-approved, published once, and confirmed on the source platform.
Follow the workflow
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1
Sync and filter the inbox
Open Reputation Management and sync Facebook comments, Instagram comments, and Google Maps reviews. Filter by channel, owned profile or location, and Unreplied, Replied, Draft, Approved, or Failed state.
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2
Read the full context
Review the source, profile, author, date, rating where available, comment or review text, engagement context, and any existing public reply.
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3
Draft the appropriate response
For Facebook or Instagram, write the reply that will be published to the comment. For Google Maps, write or generate a draft, edit it, and use the separate Approve or Publish now action. Avoid inventing order details or promises.
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4
Escalate sensitive cases
Move legal, safety, discrimination, payment, or personal-data issues into the organization’s approved support process.
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5
Approve and publish deliberately
A responsible teammate should review the exact public text. Publishing is an external action: Facebook and Instagram replies publish from their reply form, while Google review drafts can remain Draft or Approved until Publish now is selected.
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6
Track completion and retry failures
Confirm the item changes to Replied and that the public platform shows the response. Open Failed items, correct connection or content errors, and retry only after checking that no reply was already posted.
Verify your work
- Sync reports the expected Facebook, Instagram, and Google review sources
- The final reply addresses the actual comment or review without private details or invented promises
- After publishing, Leado and the source platform both show the response as replied
If something doesn’t look right
The inbox is empty
Confirm the owned Meta Page or Google Business location connection, filters, and Sync comments and reviews result.
Publish fails
Inspect the provider error, reconnect the owned source if required, and confirm reply permission.
A reply appears duplicated
Verify the source platform before retrying a failed or timed-out request.
Limitations and safeguards
Leado currently centralizes Facebook and Instagram comments plus Google Maps reviews; provider synchronization can lag, and sensitive support cases should move to a private approved process.
Important notes
Do not include private customer, order, medical, or financial details in a public reply.