Auto-reply to happy Podium reviews, escalate the rest

Every weekday at 8am, check Podium for customer reviews that arrived across all of my locations and handle them differently depending on the star rating: reply automatically to the happy ones, and escalate the unhappy ones to my team in Slack so a person handles them.

Start by calling Podium List Locations to get every location I can access. Then use List Reviews to pull reviews across those locations, and keep only the ones that arrived since the last run. Track the timestamp of the most recent review you processed and use it as the watermark on the next run, so no review is handled twice and none are skipped. On the very first run, look back over the last 24 hours only rather than the entire review history. For each new review, call Get Review to pull the full detail including the review body, the star rating, the reviewer name, the location, and which review site it came from.

Before replying to anything, call List Review Responses for that review and skip it if a response has already been posted. An owner may have answered by hand, and the customer should never receive two replies to the same review.

For reviews rated 4 or 5 stars, write a warm, on-brand reply and post it back automatically with Create Review Response. Every reply must reference something the customer actually mentioned, for example the specific service they came in for or the team member they named by name. Keep it to two or three sentences, thank them by first name when it is available, and sign off as the location. Do not invent details the customer did not mention, and do not promise discounts, refunds, or offers. If a review is a star rating with no written comment, post a short genuine thank you rather than inventing something they did not say.

For reviews rated 1, 2, or 3 stars, never post a reply automatically. Instead use Slack Send a Message to post to my reviews channel with the location name, the star rating, the review site, the reviewer name, the full review text, and a suggested response draft the owner can edit. State clearly in the message that the draft should not be posted until an owner has called the customer first. Post one Slack message per negative review so each one can be discussed in its own thread.

After every review has been handled, call Podium Reviews Summary and post one short closing message to the same Slack channel: the number of new reviews found in this run, the average rating per location, and how many were auto-replied versus how many are waiting on owner approval. If there were no new reviews since the last run, post nothing at all rather than an empty summary.

Two rules that matter more than the rest. A negative review must never be auto-posted under any circumstances, even if the wording seems mild or the customer sounds satisfied by the end. And if the star rating for a review cannot be determined for any reason, treat it as negative and route it to Slack for a human rather than replying to it automatically.