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AI agent for franchise owners

Customer Review and Reputation Response Agent

Draft accurate, personal replies to every new review within two days, with risky ones flagged for a person.

CommunicationCustomer serviceWritingExecutives and strategyMarketingManagementPR and communications
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Customer Review and Reputation Response Agent: what goes in, what the agent does and what you get

What it does

Negative reviews sit for weeks, and the replies that do go out are copy and paste. This agent collects new reviews from your review sites each day and sorts them by topic and mood. For each complaint it looks up the order, shipment and support ticket behind it, so the reply states what really happened. It drafts a reply in your tone and checks every fact in it against the records. If the draft claims a refund that the records do not show, it rewrites the reply. Reviews that mention injury, illegal acts, a named employee or a lawsuit are flagged and never drafted without a note. A person approves every public reply before it posts.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueApprovedNo 1 STARTS WHEN New reviews arrive 2 USES A TOOL Collect reviews from each connected review site 3 DOES Classify each by topic, rating and urgency 4 USES A TOOL Match each complaint to the order and support ticket 5 DOES Flag mentions of injury, legal threats, staff namesor fraud 6 DOES Draft a reply using only confirmed facts 7 CHECKS THE RESULT Is every fact in the draft supported by a record? If not: remove or fix the unsupported claim and redraft.Back to step 6. 8 DOES Add a suggested fix or offer within policy 9 YOU APPROVE Marketing lead approves each public reply 10 RESULT Reply queue and a weekly theme summary
Read the steps as a list
  1. New reviews arrive
  2. Collect reviews from each connected review site
  3. Classify each by topic, rating and urgency
  4. Match each complaint to the order and support ticket
  5. Flag mentions of injury, legal threats, staff names or fraud
  6. Draft a reply using only confirmed facts
  7. Is every fact in the draft supported by a record?If not: remove or fix the unsupported claim and redraft. Back to step 6.
  8. Add a suggested fix or offer within policy
  9. Marketing lead approves each public replyThe agent waits here for your OK.
  10. Reply queue and a weekly theme summary

How it decides

It matches the review to a customer record, then drafts a reply only from facts it can confirm, and flags any legal or safety words for escalation.

  • Flag any review that mentions injury, lawsuit, allergy or fraud
  • Reply to 1 and 2 star reviews first
  • If no matching order is found, draft a request for details, not an apology for a fact
  • Offer a refund or credit only if the policy allows it for that case

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Review sites to watch
  • Star rating that counts as negative (default 3 or below)
  • Reply tone and sign-off
  • Words that trigger escalation
  • Maximum days before an unanswered review is flagged (default 2)

What keeps you in control

It always asks you first

  • Marketing lead approves every public reply
  • Legal or founder approves replies to flagged reviews

Hard limits

  • Never posts a reply on its own
  • Never discloses customer details in a public reply

It stops when

  • Done: every new review has an approved reply or a reason it was skipped
  • Stop: review cannot be matched and mentions a legal issue, so it goes to a person

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensA 1 star review on Tuesday said a parcel never came. The agent found order 4821, shipped March 3, delivered to the wrong building per the carrier note. Its first draft promised a refund, but the ticket showed a replacement was already sent. The check failed, so it rewrote the reply to mention the replacement. The lead approved it the same day.

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