Same-day alert and reply draft for low-rated reviews (Make recipe)

Outcome: Every review of 3 stars or less reaches the right department head the same day, with a short summary and a reply draft a person approves before posting.

What you need

• A review feed: your reputation tool's email alerts, or a scheduled review export into Google Sheets
• Make
• An AI module (e.g., OpenAI or Anthropic credentials)
• A one-page reply policy: tone, what you never say in public, who to contact offline
• Slack, Microsoft Teams or email

Steps

1. Trigger: Google Sheets 'Watch New Rows' on your review export, or 'Watch Emails' on the folder where review alerts land. Map date, source, rating, text and link.
2. Filter: continue only when the rating is 3 or lower (convert 10-point scores to 5 first).
3. AI module: return JSON {department, one_line_summary, severity: low|medium|high, mentions_staff: yes|no} from the review text.
4. AI module: draft a public reply under 90 words using only your reply policy: thank the guest, name the specific issue, no excuses, invite them to contact a named role offline. Mark anything uncertain as [CHECK].
5. Router: send the summary, link and draft to the department head and GM in Slack/Teams or email; high severity also notifies the duty manager.
6. Add Row to a 'review responses' tab with owner and status. A daily scheduled scenario lists anything still unanswered after 48 hours.

Check your company's data and AI policies before sending guest or vendor data to any third-party tool.

Frequently asked questions