Reputation, Chat & Voice Solutions FAQs
Reputation Management FAQs
What is reputation management?
Reputation management helps you collect, monitor, and respond to customer reviews, particularly Google reviews, so your business builds trust online.
Which review platforms are supported?
The system focuses on Google Business Profile reviews, which have the biggest impact on local visibility in the UK. Review requests can also link to other platforms if required.
Can review requests be sent automatically?
Yes. Review requests can be sent automatically by SMS or email after a job, appointment, or completed enquiry.
Can I reply to reviews from one place?
Yes. Google reviews can be viewed and replied to directly from your PurpleHub dashboard.
How does reputation management help my Google rankings?
Regular reviews and timely responses improve trust signals, increase click-through rates, and support stronger local search performance.
Can I control who receives review requests?
Yes. Review requests can be triggered only after specific actions, such as completed jobs or positive customer interactions.
Chat & Messaging FAQs
What chat options are available?
You can use website chat, SMS messaging, and Facebook Messenger, all managed from a single inbox.
Does chat work outside business hours?
Yes. Automated chat workflows can reply instantly, ask key questions, and capture contact details when your team is unavailable.
Is chat powered by AI?
Chat uses rule-based automation rather than generative AI, ensuring predictable, on-brand, and compliant responses.
Can chat capture leads automatically?
Yes. Chat can collect names, phone numbers, email addresses, and enquiry details and save them directly to your CRM.
Can chat be added to my website?
Yes. Chat widgets can be added to WordPress, Wix, Shopify, Squarespace, and most custom websites.
Can customers reply to messages?
Yes. All replies appear in a shared inbox, making it easy to continue conversations in one place.
Can I send automated follow-up messages?
Yes. Automated SMS or email follow-ups can be triggered after chats, missed calls, or form submissions.
Voice & Call Handling FAQs
What voice and call features are included?
Features include business phone numbers, call tracking, call forwarding, voicemail, and optional call recording.
How does this help reduce missed calls?
Calls can be routed to multiple devices, forwarded to mobiles, or followed up automatically with SMS if unanswered.
Do I need any special phone equipment?
No. Calls can be answered on mobiles, desktops, or through a web browser. No additional hardware is needed.
Are calls recorded?
Call recording is optional. Businesses must inform callers where required under UK law.
Can I automatically follow up missed calls?
Yes. Missed calls can trigger an automatic SMS asking the caller to reply or book an appointment.
Can I see call reports and activity?
Yes. Dashboards show call volumes, missed calls, answered calls, and message follow-ups.
Security, Compliance & Support FAQs
Is customer data secure?
Yes. All data is stored securely using encrypted cloud infrastructure.
Is PurpleHub GDPR compliant?
The platform supports UK GDPR compliance, including consent management and data controls. Businesses remain responsible for how data is used.
How are chat transcripts and call recordings handled?
Data is stored securely and can be accessed, exported, or deleted in line with your privacy policy.
What support do I receive?
You receive onboarding support, guidance, and ongoing assistance to help you get the most from PurpleHub.
Can I add or upgrade features later?
Yes. Features can be added or upgraded as your business grows.