An agent that watches the reviews people leave about your business. It collects them from the sources you are entitled to read, drafts a reply for a person to approve, and turns a bad experience into a service case with an owner.

Reviews arrive on several sites, at any hour, about any location. Good ones go unanswered, which is a missed thank-you. Bad ones sit for days and then receive a defensive paragraph written in a hurry. Almost none of them reach the team that could fix what the customer described, so the same complaint appears again next month under a different name.

This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the approval workflow from our social media demonstration, where nothing is published without a named approval, and the case handover from our support demonstration. Connections to review platforms and reply drafting are not built.

02The problem

What Goes Wrong Without It

Reviews seen by accident

Someone notices a one-star review two weeks after it was posted.

Defensive replies

An owner answers an angry review late at night.

Personal details in public

A reply mentions the customer's booking or medical visit.

The same reply pasted everywhere

Every review gets "Thank you for your feedback".

Nothing reaches operations

The problem described is never passed to the branch that caused it.

Asking for reviews the wrong way

Incentives or selective requests break the platform's rules.

03Review agent

Six jobs it carries through

Review monitoring

Collects new reviews from permitted sources.

Uses each platform's official access
Covers every location you manage
Notices edits and removals
Reports sources it cannot read

Works inReview platforms

Where it stopsOnly sources you are entitled to access.

Triage

Sorts reviews by what they need.

Praise, complaint, question or spam
The location and service concerned
Reviews that need an urgent reply
Suspected fake reviews for a person to assess

Works inReview data

Where it stopsIt flags a suspected fake. It does not report it on its own.

Reply drafting

Drafts a reply in your voice.

Specific to what the reviewer said
No personal or account details
Your approved tone and phrases
An invitation to continue privately

Works inBrand guide

Where it stopsEvery reply waits for a named approval.

Service recovery

Turns a bad experience into a case.

Opens a case for the branch or team
Includes the review text and date
Matches a customer only when certain
Tracks whether someone followed up

Works inTicketing, CRM

Where it stopsIt does not contact the reviewer privately on its own.

Review requests

Asks customers for a review within the rules.

After a completed service, with consent
The same request to everyone
No incentive and no filtering by mood
Your approved wording

Works inMessaging, CRM

Where it stopsPlatform rules on soliciting reviews are followed as written.

Themes report

Shows what reviews say over time.

Recurring praise and complaints
Differences between locations
Reply times
Changes since the last period

Works inReporting

Where it stopsIt summarises what was written. It adds no ratings of its own.

→Book a meeting

Walk One Real Case Through It

Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.

Book a 30-minute call Request a quoteBring one real case. No slide deck on either side.

04In practice

How One Request Moves Through

An example of one case, in 6 steps. The same steps play in the picture at the top of this page.

STEP 01

Review posted

A customer leaves a two-star review saying they waited forty minutes past their appointment.

STEP 02

Triaged

It is classified as a complaint about waiting time at one branch and marked for a same-day reply.

STEP 03

Reply drafted

The draft acknowledges the wait, mentions nothing personal and invites the customer to get in touch.

STEP 04

Approved

The branch manager edits one sentence and approves. The reply is posted through the platform.

STEP 05

Case opened

A service case goes to the branch with the review text, so someone looks at that day's schedule.

STEP 06

Theme recorded

Waiting time at that branch joins the month's report, where it appears for the third time.

05Systems

Where It Connects

The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.

Review platforms

Google Business Profile
Trustpilot
sector review sites, through official access

Locations

Your branch or listing structure

Brand guide

Tone, phrases to use and to avoid, named approvers

Ticketing

Where service-recovery cases are opened

CRM

To match a reviewer to a customer when that is certain

Messaging

For review requests after a completed service

06Operating boundaries

Nothing Is Posted in Your Name Without a Named Approval

A public reply is permanent and read by future customers. Every draft waits for a person you named, and a reply that mentions personal details is not offered at all. The agent works through each platform's official access and follows its rules on replying and on asking for reviews.

It cannot remove a review, and it does not write, buy or incentivise reviews. A suspected fake is flagged for a person to assess and report.

Official platform access only
Named approval for every reply
No personal details in public
No incentives for reviews
Suspected fakes assessed by a person
Bad experiences become cases

07Questions

Asked Before the First Call

Not as designed. Each reply is drafted and a named person approves it. Some businesses later allow automatic replies to simple positive reviews. That is your decision, and it is taken per platform after seeing how the drafts read.

Social media management plans and publishes your own content. This agent responds to what customers publish about you, and its second half is operational: getting the bad experience to the team that can fix it.

No. Removal is decided by the platform under its own policy. The agent can flag a review that looks fake or breaks the platform's rules so that a person can report it through the official route.

Not as software yet. This page describes a proposed workflow. It would reuse the approval workflow from our social media demonstration, where nothing is published without a named approval, and the case handover from our support demonstration. Connections to review platforms and reply drafting are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.

Start a project

Read Your Last Hundred Reviews With Us

We will sort them by theme and by location, and show how many of the problems they describe ever reached the team concerned.

Start an AI agent project Book a free 30-minute consultation

Response within 24 hoursFree consultation and scopingNDA available on request

AI Review and Reputation Agent Development