Reviews: requests, replies and removal
Only clients who came to an appointment can rate you. The bot asks for a review on WhatsApp after the visit, you reply in the business’s name, and on Pro you can delete a review.
Reviews appear on your business page and in Bookly’s search, with your average rating. Only clients who came to an appointment can rate, so the rating is trustworthy. A few hours after a completed appointment, the bot sends the client a WhatsApp request to rate you, with a direct link — set it up in the bot settings.
Bot settingsOpen the screen
ClientsReviewsAt the top: your rating and how it breaks down. In the filter, choose “All”, “Awaiting reply” or “1–3 stars”.
Under a review, click “Public reply”, write, and click “Publish reply”.
Your reply
Your reply appears on the business page under the review, in the business’s name. You can edit or remove it at any time — the review itself stays. Replies are on every plan; the owner and managers reply, and staff members can read the reviews.
Deleting and reporting
On the Pro plan, the owner and managers can delete a review: it comes off the page, the rating is recalculated, and it can’t be restored.
Next to the review, click “Delete” and confirm “Delete permanently”.
An offensive, spam or false review? On the business page, in the menu next to the review, there’s “Report a review” — the report goes to the Bookly team for checking, and the writer doesn’t know who reported it.
The guided tour is in the app
In the “Reviews” chapter, the tour shows this on the screen itself, step by step.
Why can’t a client leave a rating?
Rating is possible only after a completed appointment. A client who didn’t come, or whose appointment hasn’t ended yet, can’t rate.
A review is marked as hidden — what does that mean?
The Bookly team hid it after a check, and it doesn’t appear on the business page.
Updated: 10 October 2026
Related guides
- The client card: history, notes and photosEverything about a client in one place: appointments and visits, revenue and no-shows, private notes, before-and-after photos, forms and punch cards — and search, sorting, tags.
- The WhatsApp bot: confirmations, reminders and buttonsThe bot sends clients a confirmation for every booking and a reminder before it; they answer with a tap — coming, reschedule or cancel — and your calendar updates itself.
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