Customer Engagement and CommunicationPurpose
1.2. Automate alert notifications to responsible managers and front-line staff for negative reviews below a specific rating threshold (e.g., 1–3 stars).
1.3. Automate escalation workflows based on review severity (e.g., instant action for 1-star, scheduled for 2–3 stars).
1.4. Automate customer outreach to resolve issues via templated email, SMS, or in-app messages.
1.5. Automate reporting for review trends and track follow-up completion to management.
Trigger Conditions
2.2. Mentions of specific keywords (e.g., "cold food," "slow service," "rude staff") detected by automator.
2.3. Unaddressed review within defined time triggers additional automated escalations.
Platform Variants
3.1. Google My Business API
• Feature/Setting: Automate pull of review feeds, configure "new low rating review" webhooks.
3.2. Yelp Fusion API
• Feature/Setting: Automate periodic polling for reviews, set "rating" filter in endpoint.
3.3. Facebook Graph API
• Feature/Setting: Automate subscription for Page reviews, trigger on "negative" rating event.
3.4. TripAdvisor Content API
• Feature/Setting: Automate fetch reviews method, automate scan for ≤3 stars.
3.5. Zomato API
• Feature/Setting: Automate review listing endpoint, automate flag on trigger keywords.
3.6. OpenTable Reviews API
• Feature/Setting: Automate webhook for new review, automate parse for low scores.
3.7. Foursquare Places API
• Feature/Setting: Automate real-time review notification, automate score-based alert.
3.8. Trustpilot Business API
• Feature/Setting: Automate retrieve reviews, configure score filter to automator.
3.9. Trip.com Review API
• Feature/Setting: Automate endpoint for negative review event, integrate escalation logic.
3.10. Apple Maps Business API
• Feature/Setting: Automate pull reviews, automate keyword-triggered workflow.
3.11. Twilio SMS API
• Feature/Setting: Automate SMS alert to managers for instant escalation.
3.12. Slack Incoming Webhooks
• Feature/Setting: Automate message post to dedicated channel for real-time collaboration.
3.13. Microsoft Teams API
• Feature/Setting: Automate bot notification to channel/team; configure message cards.
3.14. SendGrid API
• Feature/Setting: Automate outbound templated email for follow-up with reviewer.
3.15. Gmail API
• Feature/Setting: Automate draft and send escalation notifications with customized subject lines.
3.16. Zendesk Support API
• Feature/Setting: Automate ticket creation from negative review for support team assignment.
3.17. Freshdesk API
• Feature/Setting: Automate opening of follow-up queries as support tickets.
3.18. Salesforce Service Cloud API
• Feature/Setting: Automate case creation and escalation workflow mapping to complaints.
3.19. Microsoft Power Automate
• Feature/Setting: Automate orchestration of multi-platform workflow (monitor, alert, and escalate).
3.20. Zapier
• Feature/Setting: Automate integration of review sources to messaging tools and CRM for follow-up.
3.21. Monday.com API
• Feature/Setting: Automate task or item creation for management follow-up with deadlines.
3.22. HubSpot Service API
• Feature/Setting: Automate ticketing and outreach sequences linked to triggered reviews.
3.23. Asana API
• Feature/Setting: Automate new task for customer service to resolve escalated complaints.
3.24. Intercom API
• Feature/Setting: Automate direct messaging automation to reviewer for immediate engagement.
3.25. Notion API
• Feature/Setting: Automate database entry and tracking of each negative review incident.
Benefits
4.2. Automator ensures no negative review alert is missed or unaddressed, maximizing accountability.
4.3. Enables multi-channel automated outreach, reducing churn via swift customer engagement.
4.4. Automatable analytics provide management with trends and actionable insights for continual improvement.
4.5. Automating workflows standardizes processes, reduces manual errors, and fosters better public reputation.