Where to find this:
Services → Customers → Customer Reviews → Manage Reviews sub-tab
What Is Auto-Publishing?
Auto-publishing decides what happens to a review the moment a customer submits it through the link you sent them:
Finding the Setting
1. Navigate to Customer Reviews
In Services, open the Customers group, click Customer Reviews, then select the Manage Reviews sub-tab.
2. Locate the Setting
The first card on the screen is Review Settings. It holds the Auto-publish verified reviews switch — its position (on the right, coloured, means ON) is how you tell which way it's currently set. Tap or hover the ? icon beside it for a reminder of what each position does.
When to Use Auto-Publishing
Turn It ON If:
- ✅ You trust your customers' feedback
- ✅ You want reviews to appear quickly
- ✅ You send review requests to known customers
- ✅ You don't have time to manually approve each review
Turn It OFF If:
- ✅ You want to read everything first
- ✅ You're concerned about inappropriate content
- ✅ You prefer full editorial control
- ✅ You want to prepare a response before publishing
Either way, the customer sees a Thank You! confirmation as soon as they've submitted.
Changing the Setting
Flip the switch to change it:
- ON - Reviews go live immediately
- OFF - Reviews require your approval
Changes apply only to reviews submitted from then on. Anything already published stays published, and anything already sitting in Pending Approval stays there until you approve or reject it.
Best Practices
Start with Auto-Publish ON
Most businesses find this effective since you control who receives review requests.
Monitor Regularly
Even with auto-publish on, check your reviews weekly to keep an eye on quality.
Switch to OFF if Issues Arise
If you get a problematic review, switch to approving them yourself.
Remember: You're in Control
You decide who gets review requests, so you control who can leave a review at all.
Taking a Published Review Down
There's currently no way to unpublish or delete a review once it has been approved and published — the only button on an approved review is Reply, which reads Edit once you've written one. If something has gone live that shouldn't have, contact support.
Legitimate negative reviews are usually best left visible, as they demonstrate authenticity and give you a chance to respond professionally.