What it does
When a new review is detected, an AI Employee drafts a response in your voice, using the facts you allow. You approve, edit, or reject before anything is published.
AI Workforce / Customer Support
Customer Support
Review Response Drafting
WHEN A NEW REVIEW LANDS
The problem
Reviews pile up. Some need a thank-you. Some need a careful, factual reply. Writing them by hand falls behind.
Trigger
Starts when a new review lands.
Tools and systems
Connections depend on your deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
- Slack
- CRM
- Zapier-connected tools
What it reads
- Messages in the connected inbox
- Internal alerts and threads you route to Slack
- CRM records, notes, and fields you map
- Records passed through Zapier from tools in this deployment
Actions it can take
- Reply or reach out on the connected channels you allow
- Create or update CRM records with the fields you map
- Notify the team in Slack with a summary
- Hand a next step to a Zapier-connected tool in this deployment
- Hand off to a person when the request is outside the playbook
Human controls
- No reply is published without approval.
- You can keep a library of approved phrases.
- Legal or medical claims stay out unless you write them.
Workflow steps
- 1A new review is captured from a connected monitoring workflow.
- 2The AI Employee drafts a reply matched to the tone and the facts.
- 3The draft is sent to you for approval.
- 4You publish, edit, or discard it.
- 5Complaints inside the review can also open an internal ticket.
Example use case
A 3-star review mentions a late arrival and a clean job. A draft thanks them, acknowledges the wait, and invites them to contact the office about the timing. It waits in Slack until a manager hits approve.
Often handled by your AI Reputation Specialist, as part of the broader AI Workforce.
How to customize
This job is configured around your knowledge, hours, approval rules, and the systems in this deployment. Connections depend on the deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
Related work
Missed-Call Follow-Up
Texts or emails the missed caller right away, finds out what they need, and books a callback or appointment instead of leaving a voicemail pile.
Customer Support
Answers common questions, handles routine requests, and escalates anything that needs a person, around the clock.
FAQ Handling
Answers hours, pricing ranges, service area, and policy questions from your approved knowledge so your team is not repeating themselves.
See What an AI Workforce Could Do for Your Business
Walk through the work your team is already doing, then see which jobs an AI Employee could take on.