Online Reputation
The Online Reputation tab lets you connect your review profiles on external platforms and automatically distribute post-event feedback requests across them. This helps you build and maintain a strong presence on the platforms where potential customers look for reviews.
Accessing Online Reputation
From the Fanz dashboard, go to Customer Service → Online Reputation tab.
Available platforms
You can connect the following review platforms:
| Platform | What you need to connect |
|---|---|
| Your Google Maps listing (search by name or address) | |
| Your Facebook page URL | |
| TripAdvisor | Your TripAdvisor profile URL and direct review link |
| Yelp | Your Yelp business URL |
Connecting a platform
- In the Connected Platforms section, click Connect on the platform card
- Fill in the required information (URL, Google place, etc.)
- Click Connect
Once connected, the card shows a green Connected status icon.
Google Maps — metrics
When you connect Google, you can see directly in the dashboard:
- Current rating (stars)
- Number of reviews
- Reviews gained since connection — how many new reviews you received since connecting
You can manually sync metrics using the Sync metrics button.
Disconnecting a platform
Click the disconnect icon on the platform card and confirm the action.
Distribution strategy
Once you have at least one platform connected, the Distribution Strategy section appears. Here you choose how review requests are distributed among your platforms.
Available modes
| Mode | How it works |
|---|---|
| Single Platform | All review requests are sent to one platform |
| Round Robin | Requests rotate in order through selected platforms |
| Weighted | You assign a percentage to each platform (must total 100%) |
Internal destination
In all modes, you can choose Internal Reviews (Fanz) as a destination. This means reviews are collected within Fanz (in the Customer Feedback tab) rather than sending the user to an external platform.
Configuring the strategy
- Select the distribution mode
- Configure the details based on the chosen mode
- Click Save Strategy
To return to default settings (internal only), use Reset to Internal Only.
Replying to reviews by email
When reviews are collected internally through Fanz, you can reply directly to the customer by email from the review detail view.
How to send a reply
- Go to Customer Service → Customer Feedback tab
- Open the review you want to respond to
- Use the rich text editor to compose your reply
- Send the reply — it will be delivered to the customer's email address
Replied indicator
Reviews that have already received a reply display a visual indicator, so you can tell at a glance which reviews still need follow-up and which have been addressed.
Tip: For more information on managing internal reviews — including filters, ratings, and custom questions — see the Customer Feedback article.
Permissions
| Role | Access |
|---|---|
| Owner | Full |
| Administrator | Full |
| Producer | Assigned events |
| Analyst | Assigned events |
Reviews are collected internally within Fanz, in the Customer Feedback tab. Connecting external platforms is optional.
Yes. You can connect Google, Facebook, TripAdvisor, and Yelp simultaneously and configure a distribution strategy among them.
Yes. Yelp prohibits soliciting reviews. If you connect Yelp, you'll see a warning indicating you should use it with caution.
Fanz automatically sends a review request email to attendees after the event. Based on your distribution strategy, the link in the email directs the user to the corresponding platform.
Email replies from Fanz are available for reviews collected internally. For reviews on external platforms, you'll need to respond directly through each platform's own tools.