Review Response Ops

skill

Pull new reviews, draft on-brand replies, and escalate negative rating patterns.

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Review Response Ops

Pull newly posted product and store reviews, draft on-brand replies, and flag negative rating patterns for escalation before they damage seller reputation.

When to use

  • New reviews need a timely, on-brand reply across marketplaces or review platforms
  • A run of negative ratings on one SKU or store location needs to be surfaced to a human
  • Draft replies must be reviewed before posting, or auto-posted only for low-risk cases
  • A refund, price change, or catalog edit is requested inside a review and needs gating

Tools

  • http-get
  • browser-navigate
  • browser-extract
  • http-post
  • send-message

Playbook

  1. Pull recent reviews with http-get against the review platform's REST API, e.g. GET https://api.reviewplatform.com/v1/reviews?since=<timestamp>, using the org's configured host Integration for auth.
  2. If the platform has no read API for a given storefront, use browser-navigate to open the store's review dashboard page and browser-extract to pull review text, rating, reviewer name, and product reference from the rendered page.
  3. Group extracted reviews by product SKU or location and compute rolling rating counts to detect a negative pattern (e.g. three or more 1-2 star reviews on the same SKU within 7 days).
  4. For each review needing a reply, draft an on-brand response addressing the specific complaint or compliment, matching the org's tone guidelines.
  5. Post approved low-risk replies (neutral or positive reviews, no refund/price ask) with http-post against the platform's reply endpoint, e.g. POST https://api.reviewplatform.com/v1/reviews/{id}/reply.
  6. If a negative-pattern threshold is crossed on a SKU or location, use send-message to alert the assigned human with the SKU, rating trend, and sample review excerpts.
  7. If a review requests a refund, price adjustment, or catalog change above the org-set threshold, do not act — instead create a human-gated approval task and use send-message to notify the reviewing human with full context.
  8. If any review mentions safety, legal, or health claims about the product, always route to a human via send-message regardless of threshold.
  9. Log each processed review's outcome (auto-replied, escalated, or gated) so later runs do not re-process the same review.

Failure modes

  • Review platform has no reply API and no reachable web form — stop and hand off to a human via send-message rather than guessing at an unsupported action.
  • Extracted review text is truncated or ambiguous — do not draft a reply from partial context; re-fetch or escalate.
  • A refund or price-change request is misread as a simple complaint — always check review text against the threshold rules before auto-replying, and gate anything ambiguous.
  • Duplicate replies get posted because prior processing state wasn't checked — always verify a review hasn't already received a reply before posting.

Done when

  • All new reviews since the last run have either an on-brand reply posted or a logged reason they were skipped
  • Any SKU or location crossing the negative-pattern threshold has a human alert sent with supporting detail
  • Every refund, price-change, or catalog-write request found in a review is routed through a create-task approval, never executed directly