Reference · built on requestOperator by FibricCustomer support

Review Response

Reads new public reviews and matches each to an order and a customer. Proposes a reply draft and a ticket when one is needed.

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About

Public reviews land on Google Business Profile, Trustpilot, Yotpo, and Judge.me, and most are answered late or not at all. Review Response reads each new review as it is published and looks for the order and the customer behind it: by the reference id the review platform stores, by the email on a private review, or by name and date against recent orders.

With that match in hand it drafts a reply that speaks to what happened, and, when the review describes an unresolved problem, proposes a support ticket with the order attached. You approve the reply before it is posted. The record links the review, the order, the ticket, and the posted reply.

This is a reference listing. It documents what Fibric would read from Review Response 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 a location through the Google Business Profile reviews endpoint: reviewId, reviewer, starRating, comment, createTime, and any reviewReply
  • Trustpilot reviews with stars, title, text, and companyReply; private reviews add referenceId and the consumer email
  • Yotpo reviews by store with score, content, title, name, email, created_at, and sku, read with since_date and since_id
  • Reviews from Judge.me tied to a product and a shop
  • Recent orders and customers in Shopify, Magento, or BigCommerce, to match a review to a purchase
  • Open and closed tickets for the same customer in Kustomer, Zendesk, or Gorgias, so a reply does not contradict an open case

Proposed actions

  • Target capability: propose a reply draft for the review, written from the matched order and the ticket history
  • Target capability: propose posting the approved reply through the platform's reply endpoint, such as the Google Business Profile review reply
  • Target capability: propose a support ticket when the review describes an open problem, with the order and the review attached
  • Target capability: propose a note on the customer record linking the review to the order
  • Target capability: propose withdrawing a posted reply through the platform's delete reply endpoint when a person asks

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 Google review with the order in view

    A review names a late delivery. The operator matches it to the Shopify order, finds the ShipStation scan history, and drafts a reply that states what happened and what was done. You approve; the reply is posted.

    With Google Business Profile, Shopify, ShipStation

  • Open a ticket from a Trustpilot complaint

    A private Trustpilot review carries referenceId and the consumer email. The operator finds the Magento order, sees no open ticket, and proposes a Zendesk ticket with the review and order attached, plus a reply that says a person is on it.

    With Trustpilot, Magento, Zendesk

  • Keep the reply consistent with the case

    A Yotpo review arrives from a customer with an open Kustomer conversation. The operator drafts a reply that matches what the agent already said, and notes the review on the conversation.

    With Yotpo, Kustomer

  • Thank the ones that went well

    For a Judge.me review with a matched Shopify order and no ticket, the operator proposes a short reply in your voice, batched for approval with the day's others.

    With Judge.me, Shopify

Requirements

  • A reviews connector: Google Business Profile, Trustpilot, Yotpo, or Judge.me
  • A commerce connector for orders and customers: Shopify, Magento, or BigCommerce
  • A support connector for tickets: Kustomer, Zendesk, or Gorgias
  • A reply voice guide: what you say, what you never say, and who approves replies
Authentication
Runs on the credentials of the review, commerce, and support connectors you attach. It holds no key of its own and posts nothing unapproved.

Limits

  • A match needs a handle. A review with no reference id, no email, and a name fitting several orders stays unmatched, and says so
  • Google Business Profile holds one reviewReply per review, written with PUT and removed with DELETE on the review's reply resource
  • Trustpilot private reviews, the ones carrying an order reference and email, need an OAuth token; public reviews carry neither
  • It never posts, edits, or removes a review. It replies, and only after approval

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 Response ↗

Questions and answers

What do I approve, exactly?
The reply text, per review. The proposal shows the review, the matched order and customer, any open ticket, and the draft. You can edit the draft, approve it, or discard it. A ticket proposal is approved separately. Nothing is posted or opened until you say so.
How does it match a review to an order?
By the strongest handle available. Trustpilot private reviews carry referenceId and the consumer email. Yotpo reviews carry email and sku. Google reviews carry the reviewer's display name and a time, so a Google match rests on name and date against recent orders and is marked as such.
What record does it keep?
One entry per review: the review id and platform, the order and customer it was matched to and how, the ticket if one was opened, the reply as posted, who approved it, and when. If a reply is withdrawn, the entry records that too.
Ask about Review Response

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