How to respond to Google reviews from LUME Hub (with AI suggestions)

Responding to reviews shows people searching for your business that someone is listening. In LUME Hub, every review on your Google Business Profile is on the Meu Negócio (My Business) screen, and you reply from there without opening Google. Your profile needs to be connected first: see how to connect your Google Business Profile.

The My Business screen currently shows its labels in Portuguese, even with the app in English. Each label is quoted as it appears, followed by its meaning.

Where your reviews are

In the Presence app, under Meu Negócio, on the Painel (Dashboard) tab, the "Avaliações" (Reviews) section lists reviews with name, stars, date and text. A review without a comment shows "Só a nota, sem texto." (Rating only, no text). The "Respostas" (Replies) card at the top tells you how many are waiting for you. The Presence app's home page also lets you know when there are unanswered Google reviews.

Three filters help you prioritize:

• "Sem resposta" (Unanswered): what still needs a reply.
• "1 a 3 estrelas" (1 to 3 stars): negative and mixed reviews that need extra care.
• "Todas" (All): the full list, newest first.

Step by step

1. Open Presence → Meu Negócio and stay on the Painel tab.
2. Scroll to "Avaliações" and click the "Sem resposta" filter.
3. On the review you want to answer, click "Responder" (Reply). A text box opens, with room for up to 4096 characters.
4. Write your reply, or click "Sugerir com IA" (Suggest with AI) to get a draft. Review and adjust the text.
5. Click "Publicar no Google" (Publish on Google). You see a confirmation that the reply was published, and the review now shows "Sua resposta" (Your reply) with the date.
6. To back out before publishing, click "Cancelar" (Cancel).

How to respond to negative Google reviews

Reviews with 1 to 3 stars have a highlighted border. A few good practices:

• Reply quickly and calmly. Your next customer reads the reply, not just the person who complained.
• Thank them, acknowledge the problem, and say what was done or how they can reach you.
• Don't argue or share customer details: the reply is public and posted under your business name.

The AI suggestion is a starting point. Always read it before you publish.

Edit or delete a reply

On an answered review, use "Editar" (Edit) to change the text and publish again, or "Apagar" (Delete) followed by "Confirmar: apagar do Google" to remove the reply from your profile.

Get more reviews

On the same dashboard, the "Pedir avaliação" (Ask for a review) card has a "Copiar link" (Copy link) button. The link opens the review screen for your business directly. Send it by text or email after you serve a customer. To keep your profile active with news and offers too, see how to post on your Google Business Profile.