Introduction

Crewhu Echo allows your company to manage, track and respond to Google Reviews directly from Crewhu. By centralizing all reviews in one place, you can better understand customer sentiment, recognize top-performing employees, and drive reputation growth.

This article explains how to access Crewhu Echo, connect your Google account, view reviews, match contacts and employees, and reply to reviews.

How to Access Crewhu Echo

To open it, click the App Selector in the top navigation bar of Crewhu and select Echo:

Note:
Only users with Admin permissions can see the Echo icon. 

How to Get Started

Before Crewhu Echo can import your Google Reviews, you need to authorize the connection to your company’s Google Business Profile. After you open Crewhu Echo, click to Sign in with Google: 

Next, choose the Google account that manages your company’s Google Business Profile. You will be asked to review and accept the required permissions, once this is done, complete the entire Google authentication flow.

Important: The user connecting Google must be an administrator of the Google Business Profile. Without this permission, reviews cannot be imported.

What's on Your Screen

Once the authentication is complete, Crewhu Echo loads your company’s Google Reviews and you will be able to see the Online Reviews Dashboard:

The Online Reviews Dashboard gives you a complete overview of your company's reputation across review platforms. Below, we break down each section of the screen so you know exactly what to look for.

1. Location Selector (top left dropdown)

If your business has multiple locations or branches, Crewhu Echo lets you manage reviews for each one from a single account. Use the dropdown in the top left to switch between locations — just select the one you want to analyze and the entire dashboard will update accordingly.

2. Current vs. All Toggle (top right)

Use this toggle to switch between Current and All reviews. Current shows only the reviews that are live on Google right now, while All includes every review ever captured by Crewhu Echo — even ones Google has removed. That's because Google can remove reviews at any time based on its policies, but Echo keeps a record of them so you never lose that data.

3. Total of Online Reviews (top left card)

This card shows your overall star rating and the breakdown of reviews by score. You can quickly see how many 5-star, 4-star, and lower reviews you've received. Click 77 reviews to see the full list.

4. Reputation Drivers (top right card)

This section shows which employees are generating the most reviews for your company, ranked by the number of reviews attributed to them. It's a great way to recognize top performers and coach team members who haven't been as active in requesting reviews from customers.

5. Monthly Reviews / Growth Over Time (bottom left chart)

This chart tracks review volume over time. Switch between Monthly Reviews to see how many reviews came in each month, or Growth Over Time to see your cumulative total. A steady upward trend is a healthy sign of consistent review activity.

6. List of Reviews (bottom table)

Here you'll find a full list of all reviews. Each row shows the reviewer's name, the date, their star rating, their written feedback, and which employee is linked to that review. You can also reply directly to reviews from this view using the Reply button on the right.

1. Review Score Summary: Here, you can check your average rating, the total number of reviews and the distribution of ratings from 1 to 5 stars.
2. Reviews Over Time: Here, you have a monthly graph showing how many reviews your company received, helping you identify trends and engagement patterns.
3. List of Reviews: Here, you can check all the Google Reviews, the reviewer name, date, rating, feedback and associated employees. It's also possible to reply direct to it by clicking the reply button. This list is updated automatically based on Google’s sync.

Crewhu Echo's Features

1) Automatic Matching

Crewhu can automatically match incoming Google reviews to your employees and contacts based on existing data from CSAT Surveys and other Crewhu records — saving you time and reducing manual work.

When you first access the Online Reviews screen, a banner will appear prompting you to enable automatic matching for both employees and contacts at once. You can enable it directly from the banner or dismiss it and configure each option individually later.

To manage automatic matching settings:

1. Go to Settings → Automations
2. Toggle Automatically match employees to link reviewers to employees based on Crewhu data
3. Toggle Automatically match contacts to associate reviews with companies tracked in Crewhu

Note: You can review all matched companies at any time from the Companies screen.

2) How to Match a Reviewer:

Customers often leave Google Reviews using personal Google accounts, which may not match the names or emails stored in your PSA or CRM. To correctly identify who left the review, you can match the reviewer to an existing Crewhu contact.

To match the reviewer, check the steps below:

1. In the review list, click the "+" icon next to the reviewer’s name:
   
2. Then, a Match Contact panel will appear.
3. Search for the correct contact in your Crewhu database.
4. Click Match to associate the contact with the review.

After matching, the contact card appears next to the review:

With that, Crewhu Echo can track which customers have already left a review, so future reporting and segmentation become more accurate.

3) How to Match Employees:

Employees responsible for the customer experience behind a review can also be matched. This enables recognition, badges, contests and future automations based on reviews.

To match them, check the following:

1. In the review list, click the "+" icon in the Employees column.
2. The Match Employee panel will open. There, search for the employee by name:
   
3. Click Match to associate them with the review.

After matching, the employee avatars appear next to the review:

This way, Crewhu Echo can identify which employees are generating the most positive customer feedback. These associations can fuel future automations, reporting, and gamification.

4) How to Reply to Reviews:

With Crewhu Echo, you can reply to Google Reviews directly from Crewhu. For that, click the reply icon in the review list:

A Reply Feedback window will open. Type your response and submit it:

Your message will be posted as the official reply from your organization, and Google will notify the reviewer.

If you need to correct or update your reply, just open the Reply Feedback window. Click the three-dots menu next to the reply and select Delete: 

With this, only the Crewhu reply is deleted — the original review remains unchanged. You can also send or edit a new reply if you wish.

Removed Reviews

Google reserves the right to remove, without prior notice, reviews that may violate its Terms of Use, either permanently or temporarily. Removed reviews are marked with a yellow warning sign, meaning they cannot receive responses.

5) Automatically Recognize Employees for Reviews:

Crewhu Echo can automatically reward employees when a review is linked to them. Once enabled, every time a review is attributed to a team member, they'll receive a badge and Crewcoins — no manual action needed.

Setting it up

To configure this feature, go to your Crewhu Echo Settings and enable the Automatically recognize employees toggle. You'll then be able to define:

• Badge Name — the name of the badge the employee will receive (you can customize it to match your culture, e.g. White Glove Hero)
• Crewcoins — how many coins will be awarded per qualifying review
• Trigger when a review has At Least — the minimum star rating required for the recognition to fire (e.g. 5 stars)
• Only reviews with comments — check this if you want to restrict recognition to reviews that include written feedback

How it works

Once the feature is active, as soon as a review is linked to an employee a confirmation modal will appear showing the badge being awarded. The employee is then recognized automatically inside Crewhu.

6) Testimonials Widgets

With Crewhu Echo, you can display your Google reviews directly on your website, helping you build trust with visitors and improve your SEO through fresh, relevant content.

Creating a Widget

To create a testimonials widget:

1. Go to the Testimonials menu
2. Click on Create
3. Enter a name for your widget

💡 Tip: Choose a clear and descriptive name.
Since you can create multiple widgets for different pages or use cases, a good name will help you easily identify each one later.

Choosing a Widget Type

After naming your widget, you’ll be prompted to select the type of widget you want to use:

• Carousel
  Displays all your Google reviews in a rotating carousel format, allowing visitors to browse through individual feedback.
• Reputation Overview
  Shows a visual summary of your company’s reputation on Google, including:
  • Average rating
  • Total number of reviews
  • Distribution of ratings (from 1 to 5 stars)

Adding the Widget to Your Website

Once you’ve selected your widget type:

1. Go to the Widget menu
2. Copy the generated code snippet
3. Add this code to your website following your platform’s instructions

After adding the code, your widget will be displayed live on your site.

By using testimonials widgets, you turn your customer feedback into a powerful asset-boosting credibility, engagement, and search visibility all at once. 🚀