ThreadWork runs on a simple loop: every guest review is captured in one Inbox, replied to in your brand's voice, and turned into insights you can improve with. This article walks through each step so you know what happens automatically, where you stay in control, and where to look in the app.
Step 1 — Capture: every review lands in your inbox
When you connect a review source (today that's your Google Business Profile), ThreadWork starts pulling in reviews for each of your locations. Every review becomes a Thread in your Inbox — one place to see everything, across all locations, instead of logging into each platform separately.
Threads carry the review text, rating, reviewer name, location, and source.
You can search and filter by location, rating, time range, and whether a reply has been sent yet.
Step 2 — Reply: drafted for you, controlled by you
For each new review, ThreadWork drafts a reply in your brand's tone of voice and in the guest's own language. What happens next depends on the reply rules you chose when creating your workspace:
Automated — depending on your automation level, replies to positive reviews can publish automatically.
With your approval — reviews that need a human eye (for example, negative ones) wait in the Inbox for you to edit and approve.
You can always edit a draft, ask for alternative versions, or write your own from scratch. Nothing is ever hidden from you — every published reply stays visible in the Thread, and every action is recorded in the Activity Feed.
Step 3 — Improve: turn feedback into action
Replying is only half the value. ThreadWork analyses every Thread and aggregates what guests are telling you into Insights: how ratings are trending, how satisfied guests really are, how quickly you respond, and where the pain points are — per location and across your whole group.
