Toast Reviews Agent FAQ

Last updated: Oct 6, 2026, 2:37 PM

Answers about Google review collection, AI-drafted responses, Toast IQ Grow access, and managing Google reviews across locations.

In this Article:

 

Frequently Asked Questions

 

Why do guests at every star rating get the option to leave a Google review?

Guests at every star rating get the option to leave a Google review because Google's review collection policies state that businesses may not discourage or prohibit negative reviews or selectively solicit positive reviews from customers (See here - external link). Toast designed the feedback flow with those policies in mind to help prevent any risk of your profile being removed from Google.

 

Also asked as:

  • Can I send only my happy guests to Google?
  • I only want five-star ratings to go to Google?
  • How do I stop bad reviews from going to Google?

 

Can I set the tone or brand voice for the drafted responses?

You cannot set tone, brand voice, or blocked terms for the drafted responses at this time. Agent configuration like this is on the Toast roadmap. You can edit any draft before you send it, and nothing posts to Google until you select Approve & send.

 

Also asked as:

  • Can I change how the AI writes?
  • Can I block certain words in responses?

 

Does Toast post responses to Google automatically?

Toast does not post responses to Google automatically. Toast drafts a response for every review that does not have one, and the response only publishes when you select Approve & send.

 

Which review platforms does Reviews Agent cover?

Reviews Agent covers Google reviews. Reviews from other platforms, such as Yelp or TripAdvisor, are not pulled into Toast.

 

Why do I only see the last 30 days of reviews?

The Public reviews page shows the last 30 days of Google reviews. Older reviews remain on your Google Business Profile and can be managed there.

 

How quickly do new Google reviews appear in Toast?

New Google reviews pull into Toast every 60 minutes.

 

What do I see if I don't have Toast IQ Grow?

Without Toast IQ Grow, the Public reviews page shows three of your most recent Google reviews as a preview, with responding, filtering, and searching locked. If Toast cannot match your location to a Google Business location, the preview shows three sample reviews instead. Head to Toast Shop for more information and product availability.

 

Also asked as:

  • Why can't I respond to my reviews?
  • Why am I seeing reviews that aren't mine?

 

Can I manage reviews for more than one location?

You can manage reviews for more than one location. Select locations from the dropdown on the Public reviews page to view and respond across your management group. Each location needs the Toast IQ Grow package, a connected Google Business Profile, and permissions on your user account for that location.

 

Can I remove a Google review I don't agree with?

You cannot remove a Google review from Toast. Only Google can remove a review, and only when it violates Google's policies. You can respond to the review from the Public reviews page, and you can delete a response you posted.

 

Do I need a Google Business Profile?

You need a connected Google Business Profile. Without one, guests do not see the Google review option on your receipts and your reviews cannot be pulled into Toast. See Connect a Google Business Profile to Toast.

 

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