Automation recipes worth setting up

Concrete setups that work. Each lists the trigger, the conditions that keep it sane, and what it does.

Catch a bad review immediately

Trigger: new review on a connected platform Conditions: rating is 3 stars or below Actions: notify you, draft a reply, open a resolution

The most valuable automation in the product. The difference between responding in twenty minutes and responding in three days is enormous — both for the customer and for everyone who reads the review later.

Turn a happy customer into a public review

Trigger: survey completed Conditions: sentiment is positive, and the customer hasn’t been asked in the last 90 days Actions: send a review request

Most businesses ask for reviews at random, or never. Asking exactly the people who just told you privately that they were happy is the highest-conversion moment there is.

The 90-day condition matters. Repeatedly asking the same person is how you turn a fan into someone who ignores your emails.

Close the loop after a resolution

Trigger: resolution marked resolved Conditions: it was originally negative Actions: wait 14 days, then send a short follow-up survey

Checks whether the fix actually worked. This is the step almost everybody skips, and it’s the one that tells you whether your recovery process is real or theatrical.

Post-visit feedback

Trigger: customer added, or visit recorded via a connected system Conditions: none, or restricted to a response group Actions: wait an appropriate interval, then send your feedback survey

Timing is the whole game — see survey delivery channels for what interval suits which business.

Spot a problem before it’s a pattern

Trigger: negative survey response Conditions: mentions a specific theme you’re watching Actions: notify the relevant person directly

If you know you have a fragile area — a new menu, a new booking system, a specific location — route feedback about it straight to whoever owns it rather than waiting for it to show up in a monthly summary.

Feed your feedback wall

Trigger: new review Conditions: 5 stars, and longer than a minimum length Actions: add to feedback wall candidates

Keeps your public wall fresh without anyone curating it weekly. The length condition matters — “Great!” is a fine review and terrible marketing copy.

→ Building a feedback wall

Before you enable any of these

Run it once against yourself. Every automation looks correct in the builder and reveals its actual behaviour the moment real data hits it.