Can’t edit existing responses in Reputation ManagementLast updated on 05/12/2023
This article helps you understand why an existing response in the Reputation Management module cannot be edited in ServiceTitan.
Problem
The problem is if a company wants to update its existing response to a customer’s Google review, it won’t be able to edit the response in ServiceTitan.
Solution
Edit existing review responses in Google directly
Google only allows customers to leave one review for each business in a 12-month period, and it also only allows one response per company to each customer’s review. Similar to how customers edit their reviews directly within Google if needed, companies can only edit any existing responses directly in their Google My Business account.
Confirm that the customer’s review still exists in Google.
Log in to Google My Business and edit the existing response there.
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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.
Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.