You do not need many rules. These 5 cover what most businesses want in their first week. Build them in this order, test each one with the backtest, and leave each in trial mode for a few days before it goes live.
The Rules tab with 5 starter rules listed in order, each with its trigger and action badges.
1. Thank every 5-star review
- When: Rating is at or above, 5 stars.
- Then: Reply to the review, with 3 short variants.
- Wait: Random, a few minutes.
A customer who praised you in public deserves an answer, and future customers read whether you answer. The variants keep it from reading like a template. The step-by-step version is Build your first rule.
If an AI agent answers your happy reviews instead, skip this rule. A rule reply settles the review, so the agent would never get to it.
2. Flag low ratings for the manager
- When: Rating is at or below, 2 stars.
- Then: Flag for your team, then Assign to a team member.
A 1-star or 2-star review is the one most worth a fast, personal answer. Do not reply automatically here. Put it in front of the person who can actually fix what went wrong.
3. Notify on private feedback
- When: Private feedback.
- Then: Assign to a team member, then Notify the team.
Private feedback is a customer who chose to tell you before telling everyone else. Answer it the same day, by email. See Private feedback.
4. Hold suspicious bursts
- When: Review looks suspicious.
- Then: Flag for your team, then Notify the team.
A burst of reviews from new authors on one location is how a review attack looks. Never reply to these automatically. Flag them, read them together, and decide as a team whether to report them to the site.
5. Send every review to your CRM
- When: Review is on a site, every site you use ticked.
- Then: Send to a webhook, with your CRM's https address.
Every review becomes a record next to the customer, so the person who takes the next call knows what they wrote. This rule spends 1 credit on every review, so leave it out if you do not use the data.
The order matters for replies
Only 1 reply goes out per review, and the higher rule wins. Keep your reply rules in a deliberate order, and put a rule that replies above a rule that only files things away. Everything that is not a reply runs on every matching rule.
Rules for an agency
An agency can build these once and use Copy to clients to put them into every client location. Each copy starts in trial mode, so a client never wakes up to replies they did not expect. Switch in clients turns them live when the client is ready.
What this costs
Each action is 1 credit each time the rule fires. Rule 1 spends 1 per 5-star review, rules 2 to 4 spend 2 per match, and rule 5 spends 1 per review. Trial mode and the backtest spend nothing.