The Guest feedback page is where you review your guest feedback and manage the sources it comes from. Connect a source and Opus reads your reviews, spots recurring patterns, and turns them into prioritized training Recommendations.
You can bring in reviews from Ovation, Google Business Profile, or a CSV upload. The page has three tabs: Reviews, Data sources, and Analysis history.
✅ Before you start: Admins have access, plus any Manager whose Role has the Manage Org Integrations permission.
In the left nav, click Recommendations, then click Guest feedback under Signals.
Table of Contents:
Connecting a data source
Guest Feedback can only find patterns in reviews it can see, so connecting a data source is the first step. You can connect more than one, and all reviews are combined and analyzed together.
On the Guest feedback page, click Add integration, then choose your source. To import a file instead, click Upload CSV.
Google Business Profile
Google Business Profile connects directly and syncs your Google reviews automatically.
Click Add integration and select Google Business Profile.
Click Continue to Google, sign in, and approve access.
If you have more than one Google account, choose the one to connect and click Connect.
💡 Locations in separate Google accounts: Repeat these steps for each account. If all your Locations are under one account, you only need to connect once.
Ovation
The Opus team sets up the Ovation integration for you.
Click Add integration and select Ovation.
Click Generate email to open a prefilled email to support@opus.so, then send it.
Once it's set up, your Ovation reviews sync into Opus automatically.
➡️ If you're looking to get connected to Ovation, you can also reach out directly to support@opus.so. We will get back to you within one to two business days
CSV upload
If your feedback platform isn't on the list of integrations, you can import your reviews manually.
First, export a report from your feedback system that includes feedback text, date, rating, and location columns. Columns can be named anything, since you match them during upload.
On the Guest feedback page, click Upload CSV.
Upload: drag and drop your file, or browse to select it.
Map CSV columns: choose a Source label, then match your feedback, date, rating, and location columns. Opus detects your Rating Range (the min and max score in your system). Adjust it if needed.
Map locations: Opus matches the location names in your file to your Opus Locations and pre-fills what it can. Fill in any unmatched Locations from the dropdown, then click Next.
Review your files: check the number of reviews, Locations, and the date range Opus found in each file. Opus also tells you about rows it will skip and reviews older than 90 days, which aren't analyzed.
To add more files, drag in another CSV or click Browse files, then map it the same way.
Click Start analysis. If an analysis is already running or queued, the button reads Add to queue, and your files join the next analysis.
💡 New feedback starts an analysis: Once your files are imported, Opus analyzes any reviews it hasn't seen yet. Recommendations are typically ready in 15–30 minutes. Follow progress on the Analysis history tab.
Location matching
Opus matches reviews to the correct Location so Recommendations, reporting, and training stay accurate.
Google Business Profile and Ovation: if any source locations aren't linked to an Opus Location, a banner on the page tells you how many. Click Link locations to match them on the source's Locations tab.
CSV uploads: Opus pre-fills matches and you confirm or correct the rest during upload.
💡 Match names for fewer manual fixes: The closer your source's location names are to your Location names in Opus, the more matches Opus can fill in automatically.
Reviewing feedback
The Reviews tab shows the raw feedback behind your Recommendations. Here's what you'll see:
Rating and mention trend: a Star rating trend chart of your average rating over time. Switch the range between 30 days, 60 days, 90 days, and All time. Select a theme to switch it to a Mention trend showing how often that issue comes up.
Top themes: the most common themes Opus has surfaced across your feedback, each with a mention count. Click a theme to filter both the chart and the review list.
Review list: every review with its Date, Rating, Source, Location, and Review text. Sort by date or rating, and use the search bar and the Location, date, and rating filters to find specific feedback. Click any review to open it in full.
💡 Find your lowest-rated reviews: Use the Min rating and Max rating filters together. This can be the fastest way to understand a recurring complaint.
Managing data sources
The Data sources tab is where you manage everything feeding the Guest Feedback Signal. It has three sections:
Connected sources: your live integrations and their location mappings.
CSV uploads: files you've imported, with their mapped Locations and review counts.
Sync history: when each source imported reviews and whether the sync completed.
From the Data sources tab you can:
Enable or disable an integration to pause or resume syncing.
Edit location mappings: open a source and go to its Locations tab to choose the Opus Location for each source location.
Limit a source to one brand: open the source and go to the Details tab. Under Brand, pick a brand. The default is All locations.
See how many Locations are linked: each source shows a count like 3 of 5 linked in its Locations column.
Delete an integration or CSV upload. This also deletes the reviews imported from it, and can't be undone. Ovation integrations are managed by Opus and can't be deleted from the dashboard.
Sync history & timing
At the bottom of the Data sources tab, Sync history lists each sync with when it started and completed, its status, and how many reviews it imported. A sync still running shows as In Progress.
Google Business Profile and Ovation sync reviews daily.
CSV uploads are processed as soon as you submit them.
Opus analyzes new feedback every Sunday and after CSV uploads. See Analysis history for details.
Analysis history
Each time Opus analyzes your guest feedback, the run appears on the Analysis history tab. Use it to see when your Recommendations were last refreshed, whether an analysis is running right now, and whether a run found anything new.
Started: the date and time the analysis began.
Brand: the brand the run covered, shown when a run is limited to one brand.
Recommendations: how many new Recommendations the run generated. A spinner shows while the analysis is still running.
Status: In progress, Completed, or Failed. If a run fails, an Error column shows what went wrong.
The newest run is listed first, and the tab refreshes on its own while an analysis is in progress. The Recommendations page also shows Analyzing feedback… while a run is in progress.
💡 A run with 0 Recommendations is normal: It means Opus didn't find a new pattern strong enough to act on, or the issues it found already have Recommendations on your board.
When analyses run
Every Sunday: Opus analyzes the feedback that came in since the last analysis, including the reviews Google Business Profile and Ovation sync each day. If there's no new feedback, the analysis is skipped.
After a CSV upload: clicking Start analysis starts an analysis once your files are imported. Files you upload while an analysis is running join the next one.
⚠️ If an analysis fails, Opus retries automatically: Until it succeeds, the Recommendations page shows Recommendation analysis failed. Your existing Recommendations stay on your board, but new ones won't appear until an analysis finishes.
FAQ
I use a different guest feedback platform. Can I still use this?
Yes. Export your reviews as a CSV and upload them with the Upload CSV button. You'll match your Locations during the upload.
Who can connect and manage sources?
Admins have access by default, plus any Manager whose Role has the Manage Org Integrations permission. Trainees don't have access.
Can I connect more than one source?
Yes, you can have several sources connected at once, for example Google Business Profile plus a CSV upload. All reviews are combined and analyzed together.
How often does my data sync?
Connected integrations sync reviews daily. Opus analyzes new feedback every Sunday and after CSV uploads. Check the last sync under Sync history, and the last analysis on the Analysis history tab.
How do I know if an analysis is running or found anything?
Open the Analysis history tab. It shows every run with its start time, status, and how many Recommendations it generated.
What if a location in my CSV doesn't match an Opus Location?
Opus flags any unmatched locations during upload, and you select the correct one from a dropdown before you can continue. Keeping your CSV location names consistent with Opus reduces manual matching.
Can I delete a source or uploaded file?
Yes, from the Data sources tab. Deleting also removes the reviews imported from that source. Ovation integrations can't be deleted from the dashboard.