[Reply] Facebook reviews
As well as pulling in comments and private messages, you'll also see Facebook reviews landing in your Reply inbox. They'll be shown with the star rating, along with any comments left by the reviewer. You're able to respond to these reviews in the same way as any other type of message.
Responding to reviews shows the customer that you care about their thoughts, and shows other customers that you're listening to feedback. It not only helps to build a positive online presence, it also encourages other people to leave their feedback and engage with your brand. Dealing with critical reviews can be tricky, but it's an opportunity to reflect on what went wrong, and try to make things right.