Your review tags explained (red, yellow, green)
A simple traffic-light system tells you how each customer felt.
When feedback comes in, you may see it tagged green, yellow or red in your app. It is a simple traffic-light system that tells you at a glance how a customer felt, and what, if anything, you need to do. Most of the time you do nothing, because the system has already handled it.
Green: a happy customer
Green means the customer was happy and has been sent straight to leave you a public Google review. This is the result you want, and it needs nothing from you. The system handles the request, and on Starter plans and above it also replies to the review and shares your five-star ones on social. A green tag is good news you can ignore.
Yellow: a quiet heads-up
Yellow means the customer was not fully happy, but it is not urgent. Their feedback is kept private and sent to you by email so you have a record of it. There is no public review involved. You can choose to follow up if you want to, but a yellow tag is a gentle nudge rather than something that needs dropping your tools for.
Red: act on this one
Red means the customer was unhappy and it needs your attention soon. Their feedback stays private, never public, and you get told straight away by text as well as email, with their phone number, plus a reminder to call them back within a day. A quick, genuine call at this point often turns the whole thing around and stops a small problem becoming a public one.
Why the tags exist
The tags exist so you are never guessing and never caught out. Happy customers go public on their own, and any unhappy feedback comes to you privately, clearly labelled by how urgent it is. You spend your attention only where it actually matters: the red ones.
To understand how the private and public paths are decided in the first place, see how bad reviews are kept private.