Marketing & Social MediaPurpose
1.2. Decrease manual monitoring workload on staff while ensuring every online customer sentiment is addressed promptly.
1.3. Drive engagement, re-engagement, and loyalty through targeted follow-ups and special offers post-review interaction.
1.4. Protect brand reputation by professionally managing negative reviews with pre-approved messaging and escalation workflows.
Trigger Conditions
2.2. Sentiment detected as positive or negative based on content analysis or native platform rating.
2.3. Specific keywords indicating an urgent issue or notable praise trigger custom responses or tickets.
Platform variants
• API: My Business Account Management API → Set up review.watch, auto-respond (reviews.reply).
3.2. Facebook Pages
• API: Graph API (Page Ratings & Reviews node) → Listen for reviews.create, use comments.create for response.
3.3. Yelp Fusion
• Endpoint: /businesses/{id}/reviews GET → Webhook polling, POST review reply to appropriate endpoint.
3.4. TripAdvisor Content API
• Endpoint for reviews GET/POST, auto-fetch and respond per review_id.
3.5. Trustpilot
• API: Business Unit Reviews GET, Review Reply POST.
3.6. Twitter/X
• API: GET mentions timeline, POST status update (reply) for brand mentions classified as reviews.
3.7. Instagram
• Graph API: /{media-id}/comments for monitoring, POST new comment in-thread as response.
3.8. Zendesk
• API: Create tickets from negative reviews, send templated resolution to reviewer.
3.9. Intercom
• API: Create conversation from review, auto-trigger workflow to respond or assign.
3.10. Freshdesk
• API: Auto-create ticket from reviews, use scenarios to respond with templates.
3.11. Slack
• Incoming Webhooks: Post review summaries and allow team to trigger “quick-reply” buttons.
3.12. Microsoft Teams
• Bot Framework: Alert channel to new reviews, bot posts suggested replies and records actions.
3.13. SendGrid
• Emails triggered to management for negative reviews, email reply sent via v3 Mail Send API.
3.14. Twilio SMS
• Messaging API: Text alerts for reviews, send predefined response via SMS on mobile review receipt.
3.15. HubSpot
• Workflows: Create Contact/Deal for review poster, automated follow-ups via email or workflow trigger.
3.16. Salesforce
• Flow Builder: Create case from negative review, trigger email or platform reply via Service Cloud.
3.17. Zoho Desk
• API: Auto-assign reviews as tickets, send dynamic responses through custom functions.
3.18. Shopify
• Admin API: Detect product reviews, auto-generate thank-you or remediation email (DraftOrder, Email API).
3.19. Mailchimp
• API: Trigger automation when review detected, send post-review campaigns.
3.20. Sprout Social
• Listening tools and Smart Inbox: Respond to reviews, auto-detect sentiment, and send reply via API or UI.
3.21. Hootsuite
• Streams: Monitor review platforms, template-based reply automation available via custom integration.
3.22. GMBToolbox
• Scheduled Reviews fetch and Bulk Reply, auto-post templated answer per review status.
3.23. Aircall
• API: Trigger outbound call to manager or customer on high-priority reviews, send call transcript through webhook.
3.24. Zapier
• Triggers for reviews, multi-channel response execution—connects to 5,000+ apps for complex workflows.
Benefits
4.2. Reduction of missed reviews and delayed responses, mitigating negative brand impact.
4.3. Staff resource optimization—focus human effort on nuanced responses and business improvement.
4.4. Streamlined reporting and escalation driven by review content, ensuring accountable and measurable actions.
4.5. Automated upsell, cross-sell, or feedback collection sequences triggered by positive review engagement.