When Google doesn't publish a reply

Google checks every owner reply after it's posted. Most go live, but Google rejects some, often ones that read like a template or repeat an earlier reply. A rejected reply isn't public: only you can see it on your Business Profile.

What you see

When Google rejects a reply, open the review in the inbox. It shows:

• Google didn't publish this reply, with Google's reason in plain words.
• The reply Google rejected, marked Not published by Google.
• A Corrected reply that Chiffchaff drafted to avoid Google's reason, ready for you.

Owners and managers also get an email with Google's reason and a link to the review. You can turn it off in Settings → Notifications (Email me when Google doesn't publish a reply).

Fix it

1. Read the corrected reply. Change the words if you like and click Save draft.
2. Click Redraft for a different version, or start over with your own words.
3. Click Approve and post to Google. It replaces the rejected reply, and Google checks it again.

Owners and managers approve what posts. Anyone on your team can edit and save the draft.

The corrected reply never posts on its own, even with reply autopilot on. A rejected reply always waits for you.

If Chiffchaff couldn't draft one (for example, you've used this month's AI drafts), click Draft a corrected reply or Write it myself.

Drafts and your monthly count

The corrected reply counts as one AI draft, and so does each Redraft, like any other draft. See Drafting replies with AI.

Avoid rejections in the first place

Before you post, the inbox warns you about things Google is known to reject: stock phrases like "thrilled to hear" or "your kind words", hashtags, links, email addresses, and replies that are copies of ones you posted before. Rewrite drafts a new version that avoids them. It's a warning about likely rejections, not a promise that Google publishes a reply.

Your Dashboard shows how many of this month's replies Google published, with a link to any it rejected.