Google Business Profile Integration

Connect your Google Business Profile to Cooledge to automatically sync your reviews, track your rating and send customers directly to your Google listing for reviews.

What's Included

When you connect your Google Business Profile:

• Automatic review sync – Reviews appear in Cooledge throughout the day
• Rating tracking – Monitor your average rating and review count
• Direct review links – Customers are sent straight to your Google listing
• Review matching – Link Google reviews to customers in Cooledge
• Embeddable widgets – Display your Google reviews on your website
• Multiple locations – Connect every listing on the same Google account and split review requests between them

Prerequisites

Before connecting, you'll need:

• Google Business Profile – A verified listing for your business
• Owner/Manager access – Your Google account must have management rights
• Active Cooledge subscription – Any plan includes the reviews feature

Connecting Your Google Business Profile

Step 1: Navigate to Reviews

1. Log in to the Cooledge portal
2. Go to Marketing → Reviews in the sidebar
3. Stay on the Overview tab

Step 2: Start Connection

1. Click Connect Google Business Profile
2. You'll be redirected to Google's sign-in page

Step 3: Authorise Access

1. Sign in with the Google account that manages your business
2. Review the permissions Cooledge is requesting
3. Click Allow to authorise

Step 4: Select Your Locations

If you manage more than one listing, tick every location you want to connect, then click Connect N locations. Add more later with Add location on Marketing → Reviews, or remove one with Remove (the last location can only be removed by disconnecting).

Once you're connected, the Google Business Profile card lists each location with its rating, review count and last sync.

Managing Your Locations

Every review, feedback item and scheduled request carries a location pill so you can tell at a glance which listing it belongs to.

How Review Sync Works

Once connected, Cooledge automatically syncs your Google reviews:

• Reviews sync automatically throughout the day
• Manual sync available anytime via "Sync Now" button
• New reviews appear in your Reviews dashboard
• Rating and review count update automatically

What Syncs

Replying to Reviews

Once your reviews sync in, you can reply to them straight from Cooledge and let AI do the writing. Open a review on the Reviews tab and click Draft with AI for a ready-to-post reply in your business's voice, or switch on Auto-pilot to have your positive reviews answered automatically.

• AI drafts you can edit, regenerate or post with one click
• Auto-pilot posts replies to your 4 and 5 star reviews at natural times, while 1 to 3 star reviews always wait for your approval
• Edit posted replies without leaving Cooledge, even after they are live on Google

For the full guide, see AI Review Replies.

Review Matching

Cooledge automatically tries to match Google reviews to customers in your database.

Auto-Matching Logic

Reviews are matched based on:

1. Timing – Review appeared shortly after customer clicked review link
2. Name matching – Fuzzy match between reviewer and customer name
3. Confidence score – Combined scoring determines match quality

Manual Matching

For reviews that aren't auto-matched:

1. Go to Marketing → Reviews → Reviews tab
2. Find the unmatched review
3. Click the link icon on the review
4. Search for and select the customer
5. Confirm the match

Matched reviews help you:

• Track which customers left reviews
• Update customer records
• Identify repeat reviewers

Sending Customers to Google

When customers click to leave a review (from your automated requests or website widget), they're taken to the review form for the location their request was routed to (or the widget's chosen location).

The flow:

1. Customer receives review request (SMS/email)
2. They click the review link
3. They rate their experience on your Cooledge landing page
4. If they select 4 or 5 stars, leaving a public Google review is the prominent option. At 3 stars or below, private feedback comes first and the Google option stays available underneath
5. Clicking "Leave a Public Google Review" takes them straight to Google

Troubleshooting

Connection Issues

"Unable to connect" error:

1. Ensure you're signed into the correct Google account
2. Check you have Owner or Manager access to the listing
3. Try disconnecting and reconnecting
4. Clear browser cookies and try again

Wrong location showing:

1. Remove the location from the Google Business Profile card on Marketing → Reviews → Overview
2. Click Add location and tick the right one
3. If you don't see your business, verify your Google account has access to the listing

Sync Issues

Reviews not appearing:

1. Check connection status on the Overview tab
2. Click "Sync Now" to manually refresh
3. Wait a few minutes – new reviews may take time to appear
4. Verify the review exists on your Google listing

Missing recent reviews:

1. Google can delay review visibility
2. Try syncing again after 30 minutes
3. Check if the review is still pending on Google

Token Expired

If your connection stops working:

1. Go to Marketing → Reviews → Overview
2. Click Disconnect on the Google Business Profile card, then Connect Google Business Profile to re-authorise with Google
3. Tick your locations again and syncing resumes automatically

This can happen if:

• You changed your Google password
• You revoked Cooledge access in Google settings
• The authorisation token naturally expired

Disconnecting

To disconnect your Google Business Profile:

1. Go to Marketing → Reviews
2. Stay on the Overview tab
3. Click Disconnect on the Google Business Profile card
4. Confirm the disconnection

Disconnecting removes every connected location at once. To drop just one, use Remove beside it instead.

Note: Disconnecting will:

• Stop review syncing
• Remove the Google reviews already synced into Cooledge
• Cancel any queued review requests and switch the automatic triggers off
• Keep your private feedback and your review request history
• Disable direct Google review links
• Require reconnection to resume

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Related: Automated Reviews & Reputation → | Review Widgets & Embedding →

Need help with Google Business integration? Email us at support@cooledge.com.au