Automated responses to online reviews/messages

Purpose

1.1. Automate the management of online reviews and messages for a Greek restaurant, enabling rapid, consistent, and professional responses across platforms.
1.2. Automates engagement, boosts brand reputation, supports customer retention, and saves manual labor.
1.3. Automating responses reduces response time, preserves brand voice, and ensures guest feedback is acknowledged.
1.4. Automatedly identifies sentiment, triggers appropriate templated replies, or escalates to staff for critical comments.
1.5. Automation covers all digital touchpoints: review sites, social channels, emails, SMS, and web contact forms.

Trigger Conditions

2.1. New review submission or message detected on platforms (Google, Facebook, Instagram, Yelp, TripAdvisor, OpenTable, Zomato, WhatsApp, Messenger, SMS, Email, Website chat).
2.2. Predefined keywords (e.g., “bad service,” “delicious,” “reservation”) automate categorization and responses.
2.3. Linguistic sentiment (positive/neutral/negative) detected for tailoring automated feedback.
2.4. Repeated customer or VIP interacts again, triggering personalized automation.
2.5. Scheduled automation for daily review summary and unresponded message reminders.

Platform Variants

3.1. Google My Business
– Feature/Setting: Google My Business API, configure "accounts.locations.reviews.list" for review fetch and "accounts.locations.reviews.reply" for automating replies.
3.2. Facebook
– Feature/Setting: Graph API, automate "Page Ratings" insights, auto-reply via "PageInbox" webhook trigger.
3.3. Instagram
– Feature/Setting: Instagram Graph API, automate incoming mentions/messages using "Comment Replies" endpoints.
3.4. Yelp
– Feature/Setting: Yelp Fusion API, configure "Business Reviews" endpoint and automate review response via notifications.
3.5. TripAdvisor
– Feature/Setting: TripAdvisor Content API, automate fetch and response of reviews using "Review Listings" and "Management Center" access.
3.6. OpenTable
– Feature/Setting: Guest Center API, automate post-dining message triggers and send automated thank-you or feedback requests.
3.7. Zomato
– Feature/Setting: Zomato API, configure "Reviews" endpoint for automated collection and reply automation.
3.8. WhatsApp Business
– Feature/Setting: WhatsApp Business API, automate reply messages via "messages" endpoint on new incoming chats.
3.9. Facebook Messenger
– Feature/Setting: Messenger Platform "Messages Webhook," automate template replies and escalation triggers.
3.10. Twilio SMS
– Feature/Setting: Twilio Studio with Flow API, automate SMS parsing and templated responses to feedback or inquiries.
3.11. SendGrid
– Feature/Setting: Inbound Parse Webhook and Automation API, automate email trigger/reply on customer messages.
3.12. Zendesk
– Feature/Setting: Zendesk Ticket API, automate ticket creation from reviews, automatedly assign, and respond with macros.
3.13. Freshdesk
– Feature/Setting: Freshdesk API, automate ticket from review/message and automatic satisfaction replies.
3.14. HubSpot
– Feature/Setting: Conversations API to automate inbox monitoring and auto-responder setup.
3.15. Intercom
– Feature/Setting: Intercom Inbox API, automate chat triggers and templated reply flows.
3.16. Slack
– Feature/Setting: Incoming Webhooks, automate review alerts and enable quick reply automation workflows.
3.17. Microsoft Teams
– Feature/Setting: Teams Incoming Webhook and Power Automate, automate notifications and quick response to new mentions.
3.18. Telegram
– Feature/Setting: Telegram Bot API, automate review/message parsing and automated reply messaging.
3.19. Mailgun
– Feature/Setting: Routes and Events API, automate parsing of feedback emails and automated replies to feedback.
3.20. Typeform
– Feature/Setting: Typeform Webhooks and Responses API, automate thank-you message and follow-ups for completed feedback forms.
3.21. Salesforce
– Feature/Setting: Salesforce Service Cloud API, automate case creation and automated messaging from reviews.
3.22. Zoho CRM
– Feature/Setting: Zoho API automates conversion of incoming messages to tickets and automates response workflows.
3.23. Drift
– Feature/Setting: Drift Bot API, automate chat responses based on review or message sentiment analysis.
3.24. G2
– Feature/Setting: G2 API, automate fetch and reply of software reviews.

Benefits

4.1. Automatedly accelerates response rates, increasing guest satisfaction and retention.
4.2. Automating review management minimizes manual errors and ensures consistent brand voice.
4.3. Automation allows focus on complex tasks by handling routine feedback and inquiries.
4.4. Improves online ratings by automatedly engaging happy guests and promptly handling issues.
4.5. Automates insights collection for continual service improvement and marketing analytics.