Monitoring online mentions/reviews to trigger engagement

Purpose

1. Enable continuous brand monitoring for an antique furniture restoration service by detecting online mentions, reviews, or ratings across multiple platforms.

2. Auto-identify positive or negative feedback, promptly alert staff, trigger direct engagement, and maintain proactive reputation management.

3. Automate workflow for acknowledgment, escalation, or personalized response to both public mentions and private reviews.

4. Facilitate real-time marketing insights, promote positive reviews, and create early warning for negative signals impacting reputation.

Trigger Conditions

1. Detection of brand, service, or product mentions using preset keywords on major review sites, social platforms, and listing directories.

2. New review or rating submission for the business on monitored channels.

3. Specific sentiment (positive/negative/neutral) in mention or review text.

4. Mention or review posted by influencer or high-following account.

5. Spike in mention rate exceeding average daily activity.

Platform Variants

1. Google Alerts

• Function: Configure search queries for brand/service keywords, enable notification endpoint.
  
• Sample: Setup brand keywords, point alerts to webhook URL for engagement trigger.
  

2. Google My Business API

• Function: Enable "reviews.list" and “accounts.notifications” for real-time review monitoring.
  
• Sample: Enable webhook for new review → Engagement action node.
  

3. Yelp Fusion API

• Function: Endpoint for ‘/businesses/{id}/reviews’ polling or webhook for new reviews.
  
• Sample: Fetch reviews, parse sentiment, route to engagement logic.
  

4. Facebook Graph API

• Function: “/page/reviews” endpoint, real-time webhook subscription for posts/tags.
  
• Sample: Subscribe to page fields: 'ratings', 'mentions', send payload to engagement handler.
  

5. Twitter API (X API)

• Function: Search/recent for brand mentions, filter by keywords, trigger webhook on match.
  
• Sample: Search brand hashtag, push author tweet to interaction logic.
  

6. LinkedIn API

• Function: Monitor company mentions, post comments, page recommendations.
  
• Sample: Poll for activity, push relevant “companyUpdates” feed to handler.
  

7. Trustpilot API

• Function: “/v1/private/business-units/reviews” endpoint for new/updated reviews.
  
• Sample: Configure API key, fetch on interval, trigger engagement flow.
  

8. Instagram Graph API

• Function: Webhooks for post comments, tagged media, business mentions.
  
• Sample: Subscribe media/mentions, auto-respond to tracked comments.
  

9. TripAdvisor API

• Function: Monitor new/review endpoint for business listing updates.
  
• Sample: Fetch reviews, parse score, escalate as needed.
  

10. Reddit API

• Function: Search subreddits for brand or location mentions using keyword queries.
  
• Sample: Scheduled search, trigger engagement on discovery.
  

11. Glassdoor API

• Function: Monitor “reviews” for company/brand, extract new feedback.
  
• Sample: Poll endpoint, route negative reviews to escalation handler.
  

12. BirdEye API

• Function: Webhooks for new review notifications, direct response integration.
  
• Sample: Setup notifications, auto-push to response queue.
  

13. Mention.com API

• Function: Real-time “alert” webhooks for keyword triggers.
  
• Sample: Track brand keywords, trigger engagement webhook.
  

14. Hootsuite API

• Function: Monitor streams for brand mentions, create engagement tasks.
  
• Sample: Setup streams, auto-route mentions to internal workflow.
  

15. Sprout Social API

• Function: “messages” endpoint, keyword alerts, response assignation.
  
• Sample: Auto-detect reviews, push for action or schedule response.
  

16. Podium API

• Function: Integrate “review.created” webhooks for actionable review routing.
  
• Sample: Listen to new reviews, trigger custom notification.
  

17. Zoho Social API

• Function: Social media mentions monitoring and message parsing.
  
• Sample: Setup monitoring rules, direct detected signals to handler.
  

18. G2 Crowd API

• Function: Webhook for new review alert, review detail fetch.
  
• Sample: Register webhook, route reviews to workflow logic.
  

19. Capterra Reviews API

• Function: Fetch and poll reviews for product/service profile updates.
  
• Sample: Interval fetch, sentiment parse, trigger engagement.
  

20. Slack API

• Function: Channel webhook to post detected mention/review for team awareness.
  
• Sample: Hook automation notifications to #reviews channel, enable reply thread.
  

21. Microsoft Teams API

• Function: Send proactive messages or cards to designated channel with engagement CTA.
  
• Sample: Auto-post detected trigger, link personalized response options.
  

Benefits

1. Immediate engagement to preserve and enhance online reputation for antique restoration services.

2. Reduction of negative review impact through preemptive outreach and personalized responses.

3. Automated tracking frees human resources for higher-level client care.

4. Detailed actionable insights into customer sentiment and emerging brand perception trends.

5. Enables standardized, consistent acknowledgment and escalation protocols across all channels.