How to Configure Workflow Triggers for Google and Facebook Reviews

Overview

The Reviews Received workflow trigger allows you to automate actions whenever new reviews are posted on your Google or Facebook pages. This trigger operates without linking to a specific contact, focusing solely on the review data itself. You can apply filters to customize which reviews activate your workflow and define automated responses based on the review's content and source.

Step 1: Create or Edit a Workflow

Begin by navigating to the Workflows section of your CRM. Click Create New Workflow or select an existing workflow to edit. In the trigger settings, choose Review Received as the trigger type. This selection enables the workflow to activate whenever a new review is detected.

Step 2: Apply Review Filters

To ensure your workflow responds only to relevant reviews, apply one or more of the following filters:

Review Spam

Set this filter to Yes or No to trigger actions based on whether the review is marked as spam. This helps automate handling of unwanted content.

Review Source

Use this filter to specify whether the review originated from Google or Facebook. You can create different automated responses for each platform.

Review Rating

Filter reviews by star rating, from 1 to 5 stars. For example, you might set up a workflow to thank customers for 5-star reviews or address issues mentioned in 1- or 2-star reviews.

Step 3: Configure Automated Actions

After setting up the trigger and filters, map the review details to automated actions within the workflow. You can use the review data to trigger various responses, such as sending the information to a webhook or initiating other automated systems. This allows you to leverage the review content in your reputation management strategies.

Step 4: Save and Test the Workflow

Once configured, click Save to activate the workflow. To verify it functions correctly, test it by submitting a review or simulating one. Check that the automation triggers as expected and adjust any settings if necessary based on the test results.

Conclusion

Configuring workflow triggers for Google and Facebook reviews enables efficient automation of your reputation management. By applying filters based on spam status, source, and rating, you can tailor responses to different types of feedback, saving time and enhancing customer engagement.