How review monitoring works
What happens between a customer posting a review and it appearing in your workspace.
Once a platform is connected, FeedbackRobot checks it for new reviews on a schedule and brings anything new into your workspace.
What gets pulled in
For each review: the star rating, the text, the author name as the platform shows it, the date, and which platform it came from. That’s then scored for sentiment and, where relevant, matched to a customer you already know about.
The initial sync pulls your review history, not just new reviews — so you get a baseline immediately rather than starting from empty.
How often it checks
Sync frequency depends on your plan — from daily on Agent Pro through to near real-time on Agent Enterprise. See plans and pricing for the current figures.
Faster sync matters more than it sounds. The window in which you can turn an angry review around is short; a negative review sitting unanswered for three days does more damage than the review itself.
What happens to a negative review
Negative reviews are the reason this product exists, so they get treated differently:
- Flagged immediately rather than sitting in a list.
- A reply is drafted in your tone of voice.
- A resolution may open — a structured attempt to actually fix the customer’s problem, not just respond publicly.
- You’re notified if it’s severe enough to need a person.
What happens to a positive review
Positive reviews get a thank-you reply — which sounds trivial but measurably increases the chance that reviewer comes back and reviews again — and become candidates for your feedback wall.
What it can’t do
Some limits worth knowing up front:
- It can’t delete reviews. Nobody can except the platform and the author. Anyone claiming otherwise is selling something that doesn’t work. What you can do is respond well and bury it under better ones.
- It only sees public reviews. Private platform messages aren’t included.
- Platforms control their own data. If a platform limits how many reviews it exposes, that limit applies here too.
Keeping sources connected
Connections occasionally break — a password change or an expired authorisation. A disconnected source means reviews arriving with nobody watching.
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