Get Help With Toast Reviews Agent

In this Article:

• Before You Begin
• Quick Fix
• If Guests Aren't Seeing the Google Review Option
• If Your Google Reviews Aren't Appearing in Toast
• If You See Reviews That Aren't Yours
• If You Can't Respond, Filter, or Search
• Related Articles

Before You Begin

Applies to: Reviews Agent, Toast IQ Grow, Toast Web

Permissions needed:

• 4.13 Customer Credits & Reports
• 6.6 Restaurant Operations Setup

What you'll accomplish: You know why the Google review option or your reviews are missing, and you have fixed it or know who to contact.

Back to top

Quick Fix

Back to top

If Guests Aren't Seeing the Google Review Option

Work through these in order. All five must be true before guests see the option.

1. Confirm your location is connected to a Google Business Profile. Navigate to Toast Web > Guests > Public reviews. If you are prompted to connect, that is the problem. See Connect a Google Business Profile to Toast.
2. Confirm your location has the Toast IQ Grow package. Without it, the Google review option does not appear on any guest surface.
3. Navigate to Toast Web > Guests > Settings > Guest Feedback Settings and confirm Enable Guest Feedback is set to Yes.
4. On the same page, confirm Display Feedback on Text & Email Receipts is set to Yes.
5. Navigate to Toast Web > Guests > Public reviews > Settings and confirm Google Review Collection is enabled.

Then confirm the guest was on a supported surface. The Google review option appears in only three places:

• A star rating selected from an Online Ordering order confirmation email
• A star rating selected from a digital receipt, by text or email, on an on-premise order
• The Feedback QR code on a printed receipt

If all five requirements are met and the guest was on one of those three surfaces, contact Toast Customer Care.

Back to top

If Your Google Reviews Aren't Appearing in Toast

If the page is empty or a review you can see on Google is missing:

If the review arrived in the last hour:

• Wait for the next sync. New Google reviews pull into Toast every 60 minutes.

If the review is more than 30 days old:

• It is outside the window the Public reviews page covers. View it on your Google Business Profile.

If neither applies:

• Confirm your Google Business Profile is still connected. Navigate to Toast Web > Guests > Public reviews.
• Confirm you connected the profile that manages this specific location. Each location connects separately.
• If reviews are still missing, contact Toast Customer Care.

Back to top

If You See Reviews That Aren't Yours

The Public reviews page shows three sample reviews when Toast cannot match your location to a Google Business location and your location does not have Toast IQ Grow.

• Confirm you connected the Google Business Profile that manages this location.
• If the profile is connected correctly and sample reviews still appear, contact Toast Customer Care.

Back to top

If You Can't Respond, Filter, or Search

Responding, filtering, keyword search, trends, and alerts are included with Toast IQ Grow. Without it, the Public reviews page shows three of your most recent Google reviews and those options are locked.

Head to Toast Shop for more information and product availability.

Back to top

Related Articles

• Toast Reviews Agent Overview
• Manage Toast Reviews Agent in Toast Web
• Toast Reviews Agent FAQ

Back to top