Staff Roster

Why it matters

When a 5-star review says “Sarah was amazing,” a reply that thanks Sarah by name is dramatically more personal than one that thanks “our team.” That’s a small win on its own and a big win across hundreds of reviews, where the cumulative warmth shows up in how customers describe you.

But naming the wrong person is worse than not naming one at all. The Staff Roster solves that: it’s a short list of real people at your business, and replies are only allowed to name someone who’s on it. No roster → replies stick to “our team” and never invent a person. Roster filled in → replies can be specific and safe.

How it works in practice

When a review mentions a name, the reply cross-checks the roster:

• Name matches: the reply thanks the person by name and can reference their role.
• Name doesn’t match: the reply thanks “our team” generically.
• No name in the review: the roster is unused for that reply unless you’ve turned the proactive-naming toggle ON.

How to write entries

• Name: First name is usually enough. Add a last initial if you have two Sarahs.
• Role: Plain English title. “Owner,” “manager,” “technician,” “stylist.” Avoid internal jargon like “Tier 2 CSR.”

Keep it current

• New hire → add them, so reviews mentioning them get a personal reply.
• Departure → remove them, so replies stop naming someone who no longer works at the business.
• Title change → update the role, so the reference is accurate.

Available on every plan. No tier gating.

See it in action