Disclosure: posted by the Synup team. The process below doesn't depend on which tool you use.
A lot of agencies add white-label review management for local clients: their logo on the reports, review requests from their domain. The part that tends to break isn't the branding. It's the review nobody at the agency can answer alone.
A refund question, a legal threat, a complaint about a specific job: the reply needs a fact or a decision only the client has. If that path wasn't agreed at onboarding, the review sits while everyone assumes someone else has it.
What our CMO recommends in his walkthrough:
- Agree who owns what, per client, at onboarding. Agency owns delivery (monitor, draft, get approval). Client owns the facts and their own business profiles. The tool vendor owns the software. Google decides what actually shows (it can reject a response or delete a review).
- Get two names for escalations, not one. People go on leave. A backup contact stops urgent reviews from waiting.
- Hold, don't improvise. When a review needs the client, pause the reply and send it to the agreed contact with the question you need answered, rather than posting something vague.
- Keep a person approving every reply, AI-drafted or not.
There's a longer write-up with a responsibility matrix template if anyone wants it: https://synup.com/blog/white-label-reputation-management
Source: r/seosauce · by /u/SynupHQ