Manage Google reviews and your Google Business Profile

Kite monitors new reviews by checking your connected profile on a recurring schedule and comparing what it finds with what it saw last time. It can read reviews from several locations at once, so a business with six branches gets one round of drafts instead of six separate checks.

You choose how often the check runs and where the results go. If your team uses Slack, the drafts can post to a channel you name. Without Slack, Kite emails the results to the person who set up the schedule, or keeps each run as its own conversation in the Kite web app. A daily check suits most local businesses. A busy restaurant or a multi-location clinic might want one in the morning and one in the afternoon.

Each run starts with a short summary. For example, Kite might report four new reviews across three locations: three positive ones ready for approval, and one two-star review at the Elm Street branch that needs your input before Kite can reply well.

A good reply to a review answers what the customer actually said, and Kite drafts each one from the review's own details. It reads the rating and the text, notes which location and which service the review is about, and checks your knowledge base for anything relevant, such as the name of the technician the customer praised or the new weekend hours they asked about.

Then Kite writes the reply in your brand's voice. A five-star review that mentions a fast emergency repair gets a reply that thanks the customer by name and mentions the repair, not "Thanks for your feedback!" A four-star review that says parking was tricky gets a thank-you and a note about the free lot behind the building, if your knowledge base says there is one.

Kite keeps replies short and varied, because a profile where every reply starts with the same sentence reads like a form letter. It shows you each draft beside the review it answers. You can approve it, edit it, or ask for a different angle. Once you approve, Kite posts the reply to Google. If you change your mind later, Kite can update a reply it already posted.

Kite handles a negative review by working out what went wrong before it writes anything. It reads the complaint closely, separates the facts the customer states from their frustration, and checks what it knows. If a customer says they were charged for a callout fee nobody mentioned, Kite looks at whether your website and knowledge base describe that fee.

Often, the most important fact is one only you know, such as whether the customer actually came in on Tuesday, or whether the delay was caused by a supplier. In that case, Kite asks you directly instead of guessing. Your answer is the context that turns a defensive reply into a fair one.

Kite then drafts a reply that stays calm and specific. It acknowledges the problem in plain words, explains any relevant fact without arguing, and offers a direct way to resolve it, such as the phone number or email address of the person who handles complaints. It keeps private details out of public view, which matters most for clinics, law firms, and other businesses where even confirming someone was a customer can be sensitive.

When the issue gets resolved, Kite can update the reply to say so. Future readers then see a problem that was handled, which is often more reassuring than a profile with no complaints at all.

You keep a Google Business Profile active by posting updates on a steady rhythm, and Kite writes and schedules those posts for each location. A post can announce a new service, a seasonal offer, an upcoming event, a holiday schedule, or a recent project worth showing off. Posts give searchers a reason to choose you today, and they show that someone is running the profile.

Before writing, Kite reads the posts each location has already published, so new ones cover fresh ground. It draws on what's actually happening at your business, such as a launch it has been working on with you, a new page on your website, or the praise that keeps coming up in your reviews. A landscaping company might get a post about spring cleanups in March, then one about irrigation checks in May.

Kite can draft a month of posts at once for you to review. Once you approve them, it publishes each one to the right location on its scheduled day.

Your Google Business Profile and your website should tell customers the same thing, and Kite checks that they do. It compares the hours, phone numbers, services, and addresses it knows from your website and knowledge base with what customers see on your public profile. When something doesn't match, such as new Saturday hours on the website that never made it to Google, Kite tells you what to change.

Today, the Google Business Profile connection lets Kite read reviews and locations, reply to reviews, and publish posts. It doesn't edit the profile's hours, categories, or photos, so you make those corrections in Google yourself. Kite can update the website side directly when it hosts your site.

If each of your locations deserves its own page on your website, with directions, services, and local details, Kite can build those too. That work is covered in Build a landing page for each location.

Your reviews are some of the most honest customer research you have, and Kite reads them that way. As it replies, it notices what customers praise again and again and what they complain about more than once. It might find that a dozen reviews mention one technician by name, or that slow callbacks come up at one location but not the others.

Kite brings these patterns to you with examples, and it records them in your knowledge base so later work can use them. The praise often belongs on your website and in your posts, in your customers' own words. The complaints point to problems worth fixing before they show up in the next review. For a deeper look at review themes across every site where customers leave them, see Analyze your customer reviews for common themes Coming soon .