Problem
When users try to respond to Reputation Management reviews in ServiceTitan, they get an error, and their response is not saved.
Solution
The sync of reviews and responses from Google My Business 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 an error when responding to a review in ServiceTitan, go through the following workflows:
Confirm the review still exists in Google
If the review is deleted by either Google or by the original poster but still appears in ServiceTitan, this leads to an error message when trying to respond in ServiceTitan because ServiceTitan is trying to sync the response to Google for a review which is no longer in Google.
Go to the company's Google My Business page and find the review there to confirm it was not deleted.
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 at 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
If the review does exist in Google My Business, check whether or not the review already has a response in Google. If it has, then you'll get the error because the response in Google hasn't synced to ServiceTitan yet. 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, 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 in Google yet, then Check the Google listing connection status in Yext.
Check the Google listing connection status in Yext
If the connection between Google and ServiceTitan/Yext is broken, this would prevent responses being posted in ServiceTitan from syncing to Google, resulting in the error message. Check the Google listing status in Yext to see if there are any connection errors. If so, resolve the errors to re-sync the Google listing with ServiceTitan and Yext.
In ServiceTitan, go to the navigation bar and click Marketing.
Click on Listings under the Reputation menu, which will open your Yext account in a new tab.
Open the Yext tab, and then click on Listings from the top navigation menu.
Find Google Business Profile in the list of publishers, and look under the Status column.
If the Status of the listing is already Synced and there are no error messages under the Status Details column, reach out to ServiceTitan Support for further assistance.
If the Status of the listing is Not Synced, check the Status Details column to see what the listing error message says.
Follow the Steps to Resolve in the error message to try and re-sync the listing.
Note: Here's an article with common listing error messages and steps on how to resolve them: [Troubleshooting] Reputation reviews aren't syncing in ServiceTitan due to the 'Needs Attention' error on the review site listing.
If following the Steps to Resolve does not set the listing back to a successful Synced status, reach out to ServiceTItan Support for further assistance.