A customer can receive a review request from the right franchise branch and still open the wrong Google Business Profile. The message mentions the local team. The sender looks familiar. Then the customer taps the link and sees another branch’s name.
When someone reports a wrong review link in GoHighLevel, the first useful question is not who connected Google. It is which URL reached the customer, and where that URL actually opened. Changing a setting before saving the original message can erase the clue you needed.
This is a troubleshooting process for an existing multi-location account. It deals with the destination of a review request, not with generating more reviews or transferring one that somebody has already posted.
First, work out what went to the wrong place
There are two different complaints that sound similar. In one, a customer clicks a text or email and arrives at the wrong branch’s Google listing. In the other, somebody has already published a review on the wrong listing. The first calls for tracing a request link. The second concerns a review already on Google, and changing HighLevel’s link will not move it.
For the first problem, ask the recipient to identify the business name and city they saw, ideally with a screenshot that excludes personal account details. Keep the original received request. Do not replace it with a newly generated link from the HighLevel settings screen. You need evidence of the message that raised the complaint.
Also pause that branch’s next batch of review requests until you know where they will open. A one-off incorrect destination is annoying. Sending the same link to the next group of customers makes it harder to separate the original issue from later messages.
Follow three versions of the URL
A location’s Review Link setting, the link inside the message, and the final Google page are related, but they are not always the same thing. Some email links pass through a tracking or redirect address before opening their destination. Comparing only the text of the URLs can make a normal redirect look suspicious, or make a wrong destination look correct.
Under Reputation > Settings > Review Link, the administrator sees the configured link. The received link is the actual clickable URL in the customer’s SMS or email, including any short-link or redirect address. After opening it, check the final destination: the public business profile that appears in the browser.
Open the received link in a browser outside the HighLevel editor. Read the business name and locality on the destination page, not just the Google logo or the appearance of the review form. A working Google review page can still belong to the wrong branch.
Google lets a Business Profile owner copy a location’s own review-request URL from Read reviews and Get more reviews. That provides an independent reference for the intended destination. Use Google’s instructions for getting a review link rather than copying an old link out of a different branch’s campaign.
What the Review Link setting actually controls
HighLevel offers a review destination through Reputation > Settings > Review Link. Its Custom Link option points requests toward a specified URL. Review Balancing is different: it distributes review traffic among configured platforms. They are separate choices, so check which mode the affected location uses before making changes. HighLevel explains both in its review-request messaging guide.
The Google connection deserves its own check. HighLevel’s Review Link setup update says the system may select the first connected Google Business Profile page by default when an account has multiple pages. That default is a starting selection, not proof that it matches the franchise location currently sending the request.
A location can also have a Custom Link without a connected Google Business Profile. Do not treat the presence of a Google-shaped URL as evidence that HighLevel has connected the correct listing. Compare the selected mode, the saved URL, the connected profiles if any, and the intended branch name.
After you identify a possible correction, run an authorized test before declaring the issue resolved. A better-looking setting is not an acceptance result.
The email button may deserve more attention than the SMS text
HighLevel’s SMS review templates can use {{reputation.review_link}} to insert the Review Link for that location. That gives the administrator a clear place to compare the token with the account setting. A copied template containing an older hard-coded address is a different case.
Email needs a closer look because the visible button may have its own destination. HighLevel’s email builder supports a Review Link element, and its multiple review links feature allows the template editor to select specific connected profiles. An attractive button that says “Leave a review” tells you nothing about which listing it opens until you check the link behind it.
Review the actual Live email template and any retry template the account uses for that sending path. A screenshot of the email design is useful, but the button’s target matters more than its label. If the template uses a redirect or another configured link, save that detail before editing it.
This is also where copied franchise assets can cause confusion. Teams may reuse one approved corporate design across branches, but each branch still needs the correct review destination. Reusing the design is reasonable. Sending every branch’s customers to one Google listing is not.
Find the method that sent this particular request
Do not assume every request came from the same Reputation screen. HighLevel documents three sending paths: a manual Quick Action, a manual request from the Reputation area, and the Send Review Request workflow action. The official sending guide describes those paths.
Start with the affected message. Did someone send it manually after a completed job? Did staff use the contact record? Or did a workflow send it when a job, appointment, or opportunity changed status? Find the actual sending location and the asset responsible. A workflow in one branch may use a different request template from a staff member’s manual send in another.
HighLevel also provides a review-link override option in the request interface. Its availability and choices can depend on the links that the account offers. Check the actual request screen rather than guessing whether someone chose an override. If the default link looks right but the delivered email opens somewhere else, inspect the template or request-specific selection before anybody reconnects Google.
For broader franchise configuration decisions, BrandLyft’s GoHighLevel multi-location setup checklist covers the surrounding account structure. This review-link problem is narrower: identify the precise outbound path and where it sends the customer.
A simple branch example shows why the order matters
Consider an illustrative two-branch franchise with a Northside location and a Lakeside location. Northside sends a review email to a customer who used Northside. The email arrives with Northside’s name, but its button opens Lakeside’s Google listing.
That observation does not tell the administrator whether Northside’s saved Review Link is wrong, the email template contains a Lakeside-specific URL, or an intermediate redirect points to Lakeside. Each possibility needs a different fix. Reconnecting both Google accounts before comparing the URLs could change several things at once and leave the original cause unknown.
Check Northside’s saved destination first. If it already points to Lakeside, correct that location-level selection and retest. A correct Northside destination with an email button that still opens Lakeside points the investigation toward the Live template or a request override. When the received URL also looks right but opens Lakeside, follow the redirect chain and check the external destination.
The example is not a claim that HighLevel caused a real franchise mix-up. It shows how to narrow the cause without guessing.
Use a review destination acceptance sheet before resending
A franchise needs one record for each location and sending method that its team checks. Testing the manual request does not automatically clear a separate workflow email. A successful preview inside the builder does not prove the delivered link is correct either.
| Acceptance-sheet field | What the operator records | When to hold the send |
|---|---|---|
| Sending location | HighLevel location name and ID | Staff cannot identify which branch sent it |
| Intended Google listing | Public business name, city, owner-confirmed review URL | Nobody has confirmed the expected listing |
| Sending method | Manual Reputation request, Quick Action, or named workflow; channel and template | The actual path is unknown |
| Configured destination | Review Link mode, selected GBP or saved Custom Link, any override | The setting conflicts with the intended listing |
| Delivered destination | Actual received clickable link and final public Google listing | The final business name or location is wrong |
| Decision | Test time, tester, PASS or HOLD, fix owner, retest result | A safe, authorized delivered-link test has not passed |
A PASS means that one specific method, template, and branch opened the correct public listing in an authorized test. It does not mean every future workflow or branch will work. When the destination is still uncertain, record HOLD and leave customer sends paused for that path.
Make the smallest correction, then verify the delivered result
Save the original Review Link value, template version, and relevant workflow configuration before editing. Correct a bad location-level destination in that one setting. For a wrong email-button link, update the template instead. Where a request-specific override caused the mix-up, correct that selection if the interface permits it. Avoid changing all three just because the screen is open.
Run an authorized dummy request through the same sending path that produced the complaint, to a controlled inbox or device. Compare the received link and the final Google listing against the acceptance record. When a franchise uses both SMS and email, test both rather than treating a successful SMS as proof that the email button is correct.
Also check queued requests, delays, and retries before restarting the campaign. HighLevel supports delayed first sends and retry templates. Correcting a link does not prove the system has cleared or updated requests it already queued. Check what remains scheduled and handle those requests using the account’s actual controls.
If the destination stays wrong after you correct the relevant setting, keep the original message, its clickable URL, the expected GBP URL, the redirect result, the sending method, and timestamps together. That is a more useful support record than a screenshot of the Review Link setting alone.
What if the review is already on the wrong Google listing?
Once somebody posts a review on Google, this becomes a separate issue. Changing a HighLevel Custom Link will affect future routing, not relocate that published review. Google’s review controls and policies govern what people can edit, remove, or report. A business should not assume it can transfer the review between profiles just by reconnecting an integration.
For future requests, obtain each branch’s link from its own Google Business Profile and confirm it against the name and city on the public page. Google also requires reviews to reflect genuine experiences; a routing test never requires someone to publish a test review.
If the investigation turns into a wider account-standardization question, BrandLyft’s franchise lead-routing guide deals with the separate issue of getting incoming leads to the right team. Review requests are outbound. Keep the two jobs distinct.
When the link is only one part of the problem
Review requests need to reach the right branch every time
BrandLyft’s Reputation Engine covers review-request timing, follow-up, and the path customers take to leave feedback. If your franchise needs that process reviewed as part of its wider reputation setup, the service page explains the scope.
Working across several branches? See BrandLyft’s franchise GHL services.
Before the next review campaign goes out, somebody should be able to show the original message, the link the customer clicked, and the exact business profile that appeared. If those three records disagree, fix the confirmed difference and test that sending method again. The next customer should not have to discover the mistake.
