What’s NEW in Product
Connect. Respond. Co-Create. Deepen relationships by building trust through conversation, creating alignment through action, and driving innovation through shared ideas.
October’s release focuses on connection and collaboration – bringing customer conversations, brand responses, and idea sharing to life. This month, we’ve integrated WhatsApp and SMS directly into your Google Business Profiles, introduced the ability to reply to surveys as your brand location, and unveiled our redesigned Ideas Portal to make sharing feedback and shaping our roadmap easier than ever.
Connect Faster with Customers On a Global Scale
New WhatsApp Integration with your Google Business Profile
With more than 2 billion active users in over 180 countries, WhatsApp has become one of the most important communication channels in the world. Now, businesses can manage WhatsApp and SMS contact options for their Google Business Profile (GBP) listings directly within Reputation — without ever leaving the platform.
This update gives multi-location brands a single, centralized way to ensure messaging details are accurate and consistent, while ensuring their customers can engage on their preferred channel. By bringing WhatsApp and SMS management into the same workflow as your listings, Reputation helps you:
- Deliver instant, personal engagement on the channels customers already use most.
- Reduce manual updates and eliminate data mismatches between your platform and Google.
- Increase conversion and visibility, helping interested customers move from search to chat in seconds.
Whether a customer wants to book a service, confirm hours, or ask a question, this new integration helps turn discovery into conversation — and conversation into action.
Submit Ideas & See What’s’ Coming With Our New Idea Portal
We’ve launched a completely redesigned Idea Portal – your new home for sharing feedback, tracking ideas, and getting a sneak peak of our public roadmap. The new idea portal makes it easy for you to share what matters most and for us to capture, organize, and act on your input.
You can explore the Idea Portal within our Reputation Platform under Resources → Idea Portal.
Reply As Your Business Not an Individual User
Customer feedback is one of the most authentic signals your brand receives — and now, you can ensure every reply reflects your business identity, not just an individual user.
With the new Respond as a Location feature, survey replies can now be sent on behalf of the location that received the feedback, in addition to the individual user who’s responding. This gives brands the flexibility to maintain a consistent voice across all customer touchpoints while still allowing for personalized, human replies.
For multi-location organizations, this small change makes a big difference. It ensures that responses — whether sent from headquarters or a local manager — feel cohesive, on-brand, and connected to the customer’s original experience.Available automatically for all Surveys and Actions users, you’ll now see a simple dropdown option beneath each survey response that lets you choose whether to reply as yourself or as the location. It’s an elegant way to balance efficiency, empathy, and brand consistency in one simple click.
For a full breakdown of every enhancement, feature update, and all technical specifications from this release, access the complete notes here: Reputation Release Notes: October 2025
What’s NEW in Resources
- Built for AI: Why Bolting on Won’t Work in Reputation Management
- Reputation Management Reinvented: How AI Is Changing the Game
- AI Is Rewriting the Rules of Reputation – Are You Ready?
- Single-Platform Reputation Management: How Consolidation Delivers Maximum Value
Coming Soon
Repscore Enhancement will be taking place at the start of 2026. In an ever growing and changing market, Reputation is committed to being a part of helping your business to get the most out of every interaction. Stay tuned for more details in our next newsletter.
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