Can’t respond to a Reputation Management review due to an error

Problem

When you try to respond to a Reputation Management review in ServiceTitan, you get an error and your response is not saved.

This usually happens because of a sync issue between ServiceTitan, Google Business Profile, and Yext.

• Responses sync from ServiceTitan to Google immediately.

• Reviews and responses sync from Google To ServiceTitan more slowly because the process depends on Google’s API. The Google to ServiceTitan sync can take from a few hours up to about a week.

We recommend responding to reviews directly in ServiceTitan rather than in Google. To resolve the error, work through the following three workflows below in order:

• Confirm the review still exists in Google

• Check for pre-existing responses in Google

• Check the Yext listing status

Confirm the review still exists in Google

If Google or the original poster deletes a review, it can still briefly appear in ServiceTitan. When you respond, ServiceTitan tries to sync that response to a review that no longer exists. The sync fails, and you get the error.

To confirm the review still exists:

1. In ServiceTitan, go to the navigation bar and click Marketing .

2. In the side menu, click Locations.

3. Click More > Manage Listings for the location in question.
   

4. Find the Google listing and click the Generation Link to access the Google reviews.
   

5. On the Google reviews screen, select Newest to sort reviews by date.

6. Find any reviews dated around the time of the review that produced the error in ServiceTitan.
   

If you can’t find the review in Google, the deletion is the cause of the error. No further action is needed in ServiceTitan.

If you find the review in Google with the same name and wording, continue to the next workflow.

Check for pre-existing responses in Google

Google allows only one response per review. A response might already exist in Google but not yet appear in ServiceTitan. In that case, your new response is rejected as a duplicate, and you get an error.

To check for a pre-existing response:

1. Use the Check Google My Business workflow above to open the company reviews in Google.

2. Find the review in question.

3. Check whether the review already has a response in Google.

   • If a response already exists, wait about a week for it to sync to ServiceTitan.
     

   • If no response exists, check the location’s listings management setting. If Activate listings management for this location is enabled, continue to the next workflow. If it is not enabled, contact Technical Support.

Check the Yext listing status

Listings management depends on a working connection between Yext and Google. If that connection breaks, your responses cannot sync to Google, and you get an error every time you try to respond.

Check the Google listing status in Yext for connection errors. If errors exist, resolve them to resync the listing.

1. In ServiceTitan, go to the navigation bar and click Marketing .

2. Under the Reputation menu, click Listings. Your Yext account opens in a new tab.

3. In Yext, click Listings > All Listings in the left navigation menu.
   

4. Find Google Business Profile in the list of publishers, and find the Listing Status column.
   

   • If the status is Synced and the Status Details column shows no errors, contact Technical Support.

   • If the status is Not Synced, click the listing. A panel opens with more information and recommended steps.
     

5. Follow the Solution steps in the panel to resync the listing.

Note: For common listing error messages and resolution steps, see Reputation reviews aren’t syncing: ‘Needs Attention’ error.

If the recommended steps do not return the listing to Synced status, contact Technical Support.

Related Content

• [Troubleshooting] Reputation reviews aren't syncing in ServiceTitan due to the 'Needs Attention' error on the review site listing

• Manage reviews

• Add and remove location group owners and managers