The reviews inbox

Open Reviews in the sidebar to see your inbox. Newest reviews are at the top. Pick one to read it and work on a reply.

Filters

The chips across the top show how many reviews are in each group:

• Unresponded: reviews with no reply yet. This is where the inbox opens.
• Drafted: a reply is drafted or saved but not posted.
• Posted: the reply is on the review site.
• Failed: a reply tried to post and didn't. Nothing went public.
• All: everything, including reviews you've ignored.

Labels on a review

• Needs a reply, Drafted, Replied, Ignored or Failed show where the review stands.
• Autopilot · posts with a time means a reply is scheduled. See Stop a scheduled reply.
• Priority marks 1 and 2 star reviews that still need a reply. They're worth a personal reply, so take your time.
• May break Google's rules means the review was flagged. See Reviews that may break Google's rules.

"We couldn't match this reviewer to your customer list"

When a review comes in, Chiffchaff compares the reviewer's name on Google with the first names and last initials on your customer list. On a 1 or 2 star review where nobody on your list fits, you'll see this note under the review.

It doesn't mean the reviewer wasn't a customer. Google only shows the name a reviewer chooses, and it's often a nickname or just a first name, and not every customer is on your list. So it isn't proof either way. You can reply as you normally would; the note never stops you.

Nothing about the check is shown to the reviewer or sent to Google, and reviewers' names are never sent to the AI.

Ignoring a review

Some reviews don't need a reply. Click Mark ignored and it leaves the Unresponded list. You can still find it under All.

Which review sites come in

The inbox brings in Google reviews, through your connected Google Business Profile, on every plan. It's the only review site we bring in. Facebook stopped letting new apps read its recommendations in 2025, and Yelp, Nextdoor and Angi don't give us a way in that we can use. We don't copy reviews off those sites by other means, so reply to them on the site itself.

You can still connect your Facebook Page so we check its phone number, website and hours.

Who can do what

Anyone on your team can read reviews, draft and save replies, and mark reviews ignored. While your account is read-only (after a trial ends without a plan), you can still read everything but can't draft or change anything.

Next: Drafting replies with AI.