Guest Reviews and Reputation

The Reviews section helps collect feedback from guests and manage your restaurant's reputation. Ratings come directly from the QR menu — without phone calls or paper questionnaires. The core principle: low ratings stay private for internal review, while satisfied guests are invited to leave a public review on Google or another platform.

Open: Admin Panel → Reviews (admin.masamenu.tr). Inside, there are four tabs: "Internal Reviews" (private guest feedback), "Google" (reviews from Google Business), "Platforms" (which review sites you have and what to do with them), and "External Reviews" (a unified monitoring feed across all platforms).

How a guest leaves a rating#

A guest can leave a rating at several touchpoints:

• At checkout — immediately after placing an order in the QR menu, a prompt to rate the visit appears.
• In a completed order — when the order status changes to "Completed" or "Delivered", the guest sees a "Rate" button in their order.
• Via a direct link — you can place a link like ?review=1 on a table, at the POS, or in a messenger; the guest will open the rating form directly.

The rating form is a panel with stars (1–5★) and a text field. Entering text is optional.

Private text and public platforms: one rule for all three forms#

Reviews are requested in three places — the storefront form after an order, a pop-up campaign with a "Rating" field, and the feedback page linked in the autopilot email. Public platform buttons are shown for ANY rating across all three — for both a five-star and a one-star rating (owner decision 12.09.2026).

Why buttons are visible even with a low rating. Showing the public path only to satisfied guests is review gating: it is prohibited by the review platforms' own rules (Google, Yandex, TripAdvisor), and in the US, it is specifically covered by the FTC rule on review suppression. You lose nothing with an honest policy: the text the guest enters into the form remains private — it goes only to you, does not become a public review, and is not published anywhere. The guest writes a public review directly on the platform voluntarily, while a low rating still brings up a "Needs Resolution" card so you have time to speak with the guest.

There is no public review board on your QR menu page — all ratings are stored exclusively on your end.

Where Exactly the Guest Leaves a Rating#

• Storefront form — after placing an order on your QR menu page (the "Rate your visit" button on the "order placed" screen and on the order tracking page; disabled via a toggle in reputation settings);
• Popup campaign with a "Rating" field on your website or storefront ("Show review platforms" toggle in the campaign editor);
• Feedback page via a link from the "review request" autopilot email: the guest leaves a rating, optionally writes to you directly, and immediately sees the same platform buttons.

One link from an email equals one response: if the guest opens it a second time, they will see "your response has already been received," and a duplicate card will not be created on your end. The link remains active for 30 days, after which the page will state that it has expired.

Managing Reviews in the Admin Panel#

On the "Direct Reviews" tab, you can see everything guests have submitted through the QR menu.

KPI Cards#

At the top of the page are summary metrics for the selected location:

• Average rating — the arithmetic mean of all reviews.
• Total reviews — the overall count.
• Unresolved low — reviews with 1–3 stars that are not yet marked as "Resolved"; highlighted in red if any remain open.
• Distribution — a mini-histogram for each star rating (5★ → 1★).

Reviews List#

Each review in the list displays:

• rating (stars) and status (see below);
• source — checkout, order, or QR link;
• text left by the guest (if any);
• guest's name and phone number (if available from the order);
• a link to the linked order — can be opened directly from the card.

Statuses and Workflow#

Each review goes through three statuses:

1. New — just received, not yet reviewed.
2. Viewed — you have seen it, but the issue has not been resolved yet.
3. Resolved — the issue is closed (or the review requires no action).

Switch statuses using buttons directly on the card; a closed review can be reopened if the issue reoccurs. The filter at the top of the list has four options — All, New, Viewed, Resolved. A dedicated KPI card at the top of the section shows how many low-rating reviews remain unresolved.

Internal Note#

Under each review, there is a field for an owner note — for yourself or colleagues (the guest cannot see it). It is convenient for logging what was done: "spoke with the chef", "offered a discount on next visit".

"Google" Tab#

The "Google" tab displays reviews from your Google Business Profile — both those left directly on Google by guests and those submitted via the QR menu button.

Tab features:

• View all Google reviews with ratings and dates.
• Reply to reviews directly from the admin panel — without switching to Google Business Profile. Sent replies are displayed right under the review.
• Average Google rating — displayed above the list.

To use this tab, you need to connect your Google Business account — this is done in App Store → By Locations → Google Business. If the account is not connected or a Google location is not selected, the tab will notify you and guide you on what to do next.

"Platforms" Tab#

Google is not the only place where people write about you. The "Platforms" tab brings together a directory of review sites tailored specifically to you: the list is automatically filtered by location country and business type (a hotel will be suggested Booking, a restaurant — Restoclub and similar).

For each platform:

• Profile link — paste the URL of your page; the system will alert you if the link doesn't look right.
• Capabilities badge — shows what we can do with this platform: full API integration, automated review collection, or link only.
• Two independent toggles:
  • "Show to guests" — whether the platform is included in the guest funnel and in what order the buttons appear (the storefront invites guests to it for 4–5★ ratings, while the pop-up and feedback page show it for any rating);
  • "Track reviews" — enables monitoring: new reviews from the platform will appear in the "External Reviews" feed.

Find Reviews Online#

The platform directory is "where people COULD write about you." The "Find reviews online" button answers a different question — where people are already writing about you: the system searches for venue mentions by name and address and returns the found pages as a list. You can assign each candidate to a matching platform profile, add it to "Custom sources", or dismiss it so it won't be suggested again.

Custom Sources#

If reviews are located on a website not listed in the directory, add its URL to "Custom Sources" — it will be monitored just like platforms from the directory. The system first tries to read the page on its own; when a website only serves a "shell" rendered in the browser, the page is captured by the browser extension on your computer (the same one that collects pages for the knowledge base). In that case, the feed transparently indicates "queued for your PC" — and if the extension hasn't connected for a while, you'll see this rather than wondering why there are no reviews. The same method is used to fetch reviews from Yandex Maps, 2GIS, Flamp, Zoon, and Tripadvisor.

"External Reviews" Tab#

A unified feed of everything written about you on external platforms—no need to manually check five different websites every morning. Reviews are collected automatically on a schedule; the "Refresh Now" button runs an immediate check.

• Filters—by platform, "Negative only", "Unanswered". The latter two serve as your daily to-do list.
• Owner response. Where technically supported by the platform, responses are sent directly from the admin panel. Where not supported (Yandex, 2GIS, Facebook)—we state it clearly and provide a "Copy text and open platform" button.
• AI draft response. The generate button inserts a ready-made text into the input field—and stops there. Sending externally happens only upon your click: strictly no autoposting, whether for 5★ or any other reviews.

Reputation Settings#

The settings open via the gear icon ⚙ in the section header — it switches to the "Internal Reviews" tab and expands the "Reputation Settings" block:

• Request guest ratings — toggle. When disabled, the rating form does not appear during checkout or on completed orders. Useful during maintenance or if you temporarily want to pause review collection.
• Google Profile Link — paste a direct link such as https://search.google.com/local/writereview?placeid=…. This is the exact link that will open for the guest when prompted to visit the platform. If the link is not filled in, the Google button is not displayed.
• Yandex Link — the same for Yandex Maps/Business. If a custom link is not specified, it will be automatically populated from your location's Yandex Business address.

After making changes, click "Save". Settings apply to the selected location.

Automatic Review Request#

Most direct reviews do not arrive on their own — they are driven by the "Review Request" autopilot campaign: the system automatically asks the guest to rate their visit a set number of hours after a completed order (the delay is configurable, from 1 to 168 hours). It is located in "Sales & Promo" → "Coupons" tab → "Marketing Autopilot" block; the second target of the gear icon in the "Reviews" section leads directly there. Learn more — Campaigns and Autopilot.

Related Sections#

• Orders — order statuses to which reviews are linked
• Regular Guests — history of guests and their activity
• QR Menu — checkout from which the rating form is launched
• Integrations — connecting Google Business Profile
• Advertising and Marketing — managing external channels

Frequently Asked Questions#

Can guests see each other's reviews?#

No. There is no public review board — all ratings are private and accessible only to the owner and managers. Guests are prompted to write a public review on Google or another enabled platform — but that is their personal decision, and they will write it directly on the platform itself.

What happens if a guest leaves only stars without any text?#

The rating is still saved and counted toward KPIs. Text is optional — sometimes tapping the stars is enough for the guest.

How do I get a Google profile link for the settings?#

Log in to Google Business Profile, open your location, and click "Get review link" (or "Share review form"). Copy the short link and paste it into the "Google Profile Link" field in the "Reviews" section settings.

Can I manage reviews across multiple locations?#

Yes. If you have multiple locations, select the desired one from the dropdown at the top of the page — KPIs, the review list, and settings will load for the selected location.

Where does a review go if a guest rates via the ?review=1 link instead of an order?#

The review is saved in the exact same way as via checkout: with the source "QR Link", without a linked order. The rule "private text, platform buttons for any rating" works the same across all sources.