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Respond to and publish reviews

Posted
Updated
ByThe Wax Stak Team

By the end of this article you will know where a customer’s review goes the moment they leave it, how to answer it in public, and what controls which reviews visitors see.

A review is public the moment it is left

There is no approval queue. When a customer submits a rating on your customer portal, the review is Published at once — eligible to appear on your booking page — and you moderate by exception: hide the ones that should not be there. Marketing › Reviews lists them newest first, with the star Rating, the Customer, the Review text, the Sentiment, the Status and the Actions.

Respond in public

  1. Click Respond on the row. The dialog shows the rating and the comment.
  2. Write under Your response, or on Pro and Business click Generate AI draft to start from a suggested reply in the review’s language — then edit it; the helper says so, and the draft is a starting point rather than an answer.
  3. Click Publish response. The row shows Responded under the review text, and the response appears with the review wherever the review is shown.

A response can be changed: Respond again, edit, Publish response. The new text replaces the old.

Hide a review

The eye icon — Hide this review — moves a review to Hidden: it disappears from your booking page and stays in this list so you can still see it. Hiding is permanent; there is no control that publishes a hidden review again. Use it for content that should not be public, not for a low rating you would rather answer.

Sentiment

On Pro and Business each review is read once for its Sentiment — Positive, Neutral, Negative or Mixed — shown as a chip on the row and used to pick the tone of the AI draft. On Pro the draft is offered on positive reviews only; Business drafts any review. On Starter the column shows a dash and the draft button is not offered.

What visitors see

Which published reviews reach your booking page is set under Settings › Branding › Reviews › Booking Page Reviews, on Pro and Business:

  • Show reviews on your booking page — the master switch. Off, visitors see no reviews and no rating.
  • Minimum rating to display — only reviews at or above this many stars are shown as cards. It does not change your overall rating.
  • Show your overall star rating — your average across all reviews, at the top of the section.

Save Settings applies it. A hidden review is never shown whatever the settings say.

Good to know

  • Getting more reviews is the job of the request that goes out after each finished job — see Ask for reviews after a job — and, for good ones, the follow-up inviting the customer to repeat it on Google, Yelp or Facebook, set up under External Review Prompts on the same tab. How many of those were sent and clicked is on the Revenue Report under External Review Prompt Campaign.
  • Who. Responding and hiding need the Admin or Manager role. Accounting and Viewer can read the list.
  • The customer’s side. A review can be edited by the customer for 7 days after they leave it; your response stays attached to whatever they change it to.

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