Reference · built on requestOperator by FibricHospitality & guests

Review Reply

Pairs each new Google or Trustpilot review with the stay and any open ticket, then drafts a reply the manager approves or rewrites.

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About

A review names a night, a room, and a problem. The manager answering it opens the property management system to find the stay and the help desk to see whether the guest already complained. Review Reply does that reading first. It pulls new reviews from Google Business Profile and Trustpilot, finds the reservation by the reviewer's name and dates, and checks for an open conversation or ticket from the same guest.

It then drafts a reply in your house style that refers to what happened, and proposes it to the manager. The manager approves, rewrites, or declines. A reply that goes out through the API is posted once and recorded with the review it answers.

This is a reference listing. It documents what Fibric would read from Review Reply and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • New reviews on each location through accounts.locations.reviews.list, with starRating, comment, reviewer, createTime, and any existing reviewReply
  • Service reviews and their replies for your business unit through the Trustpilot Service Reviews API
  • Reservations matching the reviewer's name and stay dates, with room type and rate, from the property management system
  • Open or recently closed conversations and tickets from the same guest in Kustomer or Zendesk, with their status
  • Housekeeping notes and maintenance windows on the room during the stay, where the property management system records them
  • Replies already posted, so a review that was answered by hand is not proposed again

Proposed actions

  • Target capability: propose a reply to a Google review through accounts.locations.reviews.updateReply, with the draft text for the manager to approve
  • Target capability: propose a reply to a Trustpilot service review through the private reviews reply endpoint
  • Target capability: propose a note on the guest's Kustomer conversation or Zendesk ticket linking the review to the open case
  • Target capability: propose a ticket for a review that reports a problem no one has logged, assigned to the department named
  • Target capability: propose no reply, with the reason, where the reviewer cannot be matched to a stay and the review makes a factual claim

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Answer a complaint you already fixed

    A review mentions a broken shower. Zendesk holds a closed ticket with the repair date and a refund. The operator drafts a reply that acknowledges both, and the manager approves it.

    With Zendesk, Google Business Profile

  • Catch the problem no one logged

    A Trustpilot review describes noise from a neighbouring room. Kustomer has no conversation from that guest. The operator proposes a ticket for the front office and a reply that says what will change.

    With Trustpilot, Kustomer

  • Reply with the stay in view

    The draft names the room type and the dates from the OPERA Cloud reservation, so the manager is not writing from memory. Where the stay cannot be found, the draft says less.

    With Oracle OPERA Cloud, Google Business Profile

Requirements

  • Access to the Google Business Profile API for your locations, which Google grants on request to a Google Cloud project with a business website
  • A Trustpilot Business account with an OAuth application, where Trustpilot reviews are in scope
  • A property management system connector with reservation search by guest name and dates
  • A support connector such as Kustomer or Zendesk, so open cases are seen before a reply is drafted
  • A house style and a list of things a reply must never say, written by you
Authentication
Review Reply signs in as nothing itself. It reads reviews through the Google Business Profile and Trustpilot connectors, stays through your property management connector, and tickets through your support connector, and posts approved replies through the review connectors.

Limits

  • Review platforms without a reply endpoint are read only here. The manager posts the approved text by hand.
  • Matching a reviewer to a stay depends on a real name and dates in the review. An anonymous review gets a generic draft.
  • It drafts a reply per review. It does not dispute, flag, or ask for the removal of a review.
  • Google grants API access per project on request; until that access exists, Google reviews are not read.

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Review Reply ↗

Questions and answers

Who approves a reply and can they change it?
A manager you name. Each proposal shows the review, the matched reservation, any ticket, and the draft. The manager can post it as written, edit it, or decline. Nothing is posted until then.
What is recorded for each review?
A receipt: the review, the stay and ticket it was matched to or the note that none was found, the draft, the edits, who approved it, and the reply as posted. Deleting a reply is proposed the same way and recorded.
Will it ever post a reply on its own?
No. It reads reviews, stays, and tickets, and writes drafts. A reply reaches Google or Trustpilot only after approval, once. It never flags a review, contacts a reviewer privately, or edits a reply already posted.
Ask about Review Reply

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy