Customer Review Response Automation | AI Sentiment Analysis + Auto-Reply
Automatically monitor customer reviews across all platforms, analyze sentiment with AI, generate personalized responses, publish replies, and track reputation metrics
🎯 What This Workflow Does
Fetches new customer reviews from multiple platforms every 6 hours (Google, Yelp, Trustpilot, Facebook, App Stores), splits reviews for individual processing, sends to OpenAI/Claude for sentiment analysis and personalized response generation, publishes AI-crafted replies back to review platforms, and tracks reputation metrics including response time and rating trends.
✨ Key Features
Multi-Platform Monitoring: Google Reviews, Yelp, Trustpilot, Facebook, App Store, Play Store
AI Sentiment Analysis: Automatically categorizes reviews as positive, neutral, or negative
Smart Response Generation: AI creates personalized, empathetic responses based on rating (1-5 stars)
Automated Publishing: Posts responses directly to review platforms via APIs
Reputation Tracking: Monitors average ratings, response times, sentiment trends, resolution rates
Rating-Based Strategies: Different response approaches for 5-star vs 1-star reviews
📚 Perfect For
Service businesses, restaurants, hotels, e-commerce stores, SaaS companies, healthcare providers, real estate agents, local businesses, app developers, agencies managing client reviews
🚀 Setup Requirements
n8n instance
Review aggregation database/API
OpenAI API key (or Claude/other LLM)
Platform API access (Google Business, Yelp, Trustpilot, etc.)
Environment variables for endpoints
Optional: Approval workflow for negative reviews
🔧 What's Included
Complete workflow JSON
10 detailed sticky notes with comprehensive guides
Database schema for reviews and metrics
AI prompt templates for each star rating (1-5)
Platform-specific response strategies
Complete setup guide with API configurations
Response time targets and escalation protocols
Best practices for review management
🎨 Customization Options
Add manual approval for negative reviews (1-2 stars)
Customize AI prompts by industry
Adjust response time targets
Add Slack notifications for urgent reviews
Integrate more review platforms
Change monitoring frequency (default: 6 hours)
Add email escalation for legal threats
Customize sentiment analysis thresholds
🔍 How It Works
Every 6 hours, fetch unresponded reviews from all platforms
Split review array for individual processing
For each review:
AI analyzes sentiment and content
Generates rating-appropriate response (1-5 star strategy)
Personalizes with reviewer name and specific points
Formats for platform requirements
Publish response back to original platform
Track metrics: response time, sentiment, resolution rate
Calculate reputation KPIs and trends
⭐ Response Strategies by Rating
5 Stars: Enthusiastic thanks, ask for referrals, highlight what they loved
4 Stars: Warm thanks, address concerns, ask how to improve
3 Stars: Acknowledge feedback, apologize, offer to make it right
2 Stars: Sincere apology, take ownership, offer resolution
1 Star: Deep apology, immediate action, request offline conversation
📊 Metrics Tracked
Average rating (overall and by platform)
Response rate percentage
Average response time (hours)
Sentiment distribution (positive/neutral/negative)
Review velocity (new reviews per week)
Resolution success rate
Rating trends over time
⏱️ Response Time Targets
1-2 stars (Critical): < 2 hours - immediate team alert
3 stars (Important): < 12 hours - prevent escalation
4-5 stars (Standard): < 24 hours - show appreciation
🎯 Business Impact
1-star rating increase = 5-9% revenue increase
Responding to reviews = 12% more reviews generated
<24 hour responses = 33% higher ratings
Review management ROI: 500%+
🏷️ Tags
customer-reviews reputation-management review-automation sentiment-analysis ai-customer-service google-reviews yelp-automation trustpilot review-response online-reputation customer-feedback automated-replies
Version: 2.0
Difficulty: Intermediate-Advanced
Setup Time: 90-120 minutes
Requires: Database, OpenAI API, Platform APIs
⚠️ Important Guardrails:
Auto-Respond (Safe):
5-star generic praise
4-star with minor issues
Thank you messages
Human Review Required:
1-2 star reviews
Legal mentions
Competitor references
Discrimination claims
Never Automate:
Crisis situations
Legal disputes
Complex complaints
Sensitive personal issues
Pro Tips:
Start with manual approval for ALL reviews until AI quality is proven
Response quality matters more than speed
Every response is public marketing - potential customers are watching
Build a review response playbook for common scenarios
Track which responses lead to rating updates
Use positive reviews in marketing materials
Set up daily reputation score reports
Respond even to positive reviews - it generates more reviews
1-star rating improvement is worth thousands in revenue