How to package Google review replies inside an agency retainer

If the retainer already includes “we’ll keep Google updated,” someone on the team is typing thank-yous. That work does not belong in a $399/location CX suite unless you also sell SMS and listings. It belongs on a queue with per-location voice and a 1-star hold so a junior cannot auto-send a dental complaint.

A line you can actually deliver

1. Connect each client listing with OAuth they approve.
2. Set voice: how they sign, words they never promise, phone on 1–2 star.
3. Auto-send 5-star if they want; keep mixed and 1-star as drafts you or they post.
4. Monthly: response rate and a short list of recurring complaint themes — not a fake reputation score.

Pricing the line

Your Agency seat is $99 for ten locations and unlimited AI drafts. Charge the client for the operations, not a markup on Birdeye. If they need listings syndication, keep selling that elsewhere. Do not pretend this SKU is that SKU.

What not to promise

• A Maps ranking lift from reply wording.
• That AI will post 1-star without them.
• A portal that looks like the agency’s own product.