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Marketing & Growth Systems

Reputation and review automation: every review is about a job

A review on a maps listing says “quick fix, friendly tech” and nothing else your systems understand. Matched to the customer, the job, the location and the technician, it can be answered with context, counted where it belongs, and set off the right next step. When a review can't be matched, it's answered without guessing.
Discuss your systemSee the event rules ↓
J.H. · Oct 15 · a maps listing“Water heater swapped in a morning.The tech explained the permit too.”✓name: J.H.✓job 2 days earlier✓says: water heaterC-0731 · J.H.J-512 · water heater replacementRiverside · T14 · Oct 13reply draftThanks, J.H. Glad the swap was quick,and that the permit made sense.approved by the office managerRiverside reviews this month88 → 9T14 mentions55 → 6referral invite · first this yearK. · Oct 16 · a review site“Good service.”2 customers fitgeneral reply · no guess

Events and what they trigger

Every action starts from something in the record. The rules match the ones on our Review & Referral and Reputation Automation pages.
Job done and invoice paidReview requestSame message to everyone eligible; at most once every six months
Support case openThe request waitsSent when the case closes, however it closed
Review matched, 4 or 5 starsThank-you reply drafted; referral inviteInvite at most once a year
Review matched, 1 to 3 starsService lead contacts the customerBefore any public reply
Review can't be matchedGeneral replyNever guesses who wrote it
Customer opted outNothingEver

What a review record carries

Matched

Review
★★★★★ · Oct 15 · a maps listing
Matched to
C-0731 · job J-512 · Riverside · T14
How
name, a job two days earlier, the service mentioned
Reply
drafted with the job's context, approved by the office manager
Next step
referral invite, the first this year
Counts toward
Riverside, water heaters, T14

What's never automated

Some shortcuts would make the numbers look better and make them worth less to the next customer reading them.

  1. 01

    Paying for reviews

    No discounts, no prize draws

    Nothing is offered in exchange for a review, good or bad.

  2. 02

    Choosing who's asked

    The same request for everyone

    Requests depend on the job's state, never on whether the customer seems happy.

  3. 03

    Hiding bad reviews

    Every review stays up

    A low rating gets a person and a reply, not a removal request.

  4. 04

    Writing reviews

    Only customers write them

    No reviews by staff, friends or AI, and no suggested wording sent to customers.

  5. 05

    Private details in replies

    Public replies stay general

    No prices, addresses or job details in a public reply. Specifics go to the customer directly.

What review automation hands off

In

Reviews
from every site you're listed on
Customer and job records
who, what, where, which technician
Event rules
when to ask, invite, escalate
Review automation
match → reply → trigger

Out

Replies
drafted, approved, posted
Escalations
to the service lead first
Counts
by location, service, technician

Worth building when reviews come from several places

Good fit

  • You get reviews on more than one site.
  • You want to see reviews by location or technician.
  • Replies are slow, or depend on one person remembering.

Not the right fit

  • A handful of reviews a year. Answer them yourself.
  • Jobs aren't recorded with a customer and a date, so nothing can be matched.

Where review automation is used

Next to review automation

Questions about review automation

Can it reply to reviews automatically?

It drafts replies and a person approves them. A low rating gets a call from a person before any reply is posted.

How does it know which job a review is about?

From the reviewer's name, the date and what they mention, matched to recent jobs. When more than one job fits, it doesn't guess.

Can we ask only happy customers?

No. Everyone eligible is asked the same way. Reviews you filtered for are worth less to the next customer reading them.

What about fake or unfair reviews?

Reply calmly and factually, and use the site's own reporting process if a review breaks its rules. Reviews that match no customer at all are flagged for a person to look at.