Can’t respond to a Reputation Management review due to a server connection errorLast updated on 05/12/2023

This article explains and provides solutions when users receive the URL: /app/api/review-engine/reviews/ Status Code: 500 server connection error when trying to respond to Reputation Management reviews in ServiceTitan.

Check Google My Business
Check pre-existing responses in Google My Business
Check GMB Admin or Owner access

Problem

When users try to respond to Reputation Management reviews in ServiceTitan, they get the URL: /app/api/review-engine/reviews/ Status Code: 500 server connection error, and their response is not saved.

Solution

The sync of reviews and responses from Google to ServiceTitan may take from a few hours up to a week, since it depends on Google’s API. However, the sync from ServiceTitan to Google is immediate, which is why it’s recommended to respond to reviews directly in ServiceTitan instead of in Google.

If the user receives a server connection error when responding to a review in ServiceTitan, use the following workflows:

Check Google My Business to confirm the review still exists
Check pre-existing responses in Google My Business
Check GMB Admin or Owner access

Check Google My Business

To check whether or not the the review still exists:

Go to the company’s Google My Business page.
Check whether or not the review still exists in Google.

If the review is deleted by either Google or by the original poster but is still appearing in ServiceTitan, this leads to an error message because ServiceTitan is trying to sync the response to Google for a review which is no longer in Google.

Here’s how to navigate from ServiceTitan to the Google reviews page:

In ServiceTitan, go to the navigation bar and click Marketing.
In the side menu, click Locations.
Click Manage Listings for the location in question.
Find the Google listing and click the generation link to access the Google reviews.
On the Google reviews page, select Newest to sort reviews by most recent dates.
Check the reviews that are dated about the same time as the review in ServiceTitan, where you get the error.

If you can’t find the review on the Google side, then this is why the error appears in ServiceTitan. If the review is found on the Google side with the exact same customer name and wording, then Check pre-existing responses in Google My Business.

Check pre-existing responses in Google My Business

If the review does exist in Google My Business (GMB), check whether or not the review already has a response in Google. If it has, then you get the error because the response in Google hasn’t synced to ServiceTitan. Google only allows one response per review, and ServiceTitan tries to immediately sync any responses into Google. This means if a review response already exists on the Google side, but it hasn’t synced to ServiceTitan yet and if a user tries to respond to that same review in ServiceTitan, the error will appear because ServiceTitan is trying to sync the response to the review in Google, where a response already exists.

To check for pre-existing responses:

Use the Check Google My Business workflow to access the company reviews in Google My Business and find the review in question.
Check whether or not the review already has a response on the Google side.
If the review already has a response, then it’s recommended to wait about a week for the response to sync from Google to ServiceTitan.
If the review does not have a response yet, use the Check the GMB admin or Owner access workflow.

Check GMB Admin or Owner access

Check whether or not the person who is trying to leave a response in ServiceTitan has Manager or Owner access to Google My Business.

Go to the company’s Google My Business profile and check whether or not the user who responds to the review in ServiceTitan has Manager access in the Google My Business side.

Note: To add, remove owners or managers in Google listing, use the help article in Google.