# Triage new Facebook Page reviews into Slack and Zendesk

> Every 3 hours, read new Facebook Page reviews, draft a reply in your brand voice, send it to Slack for approval, and open a Zendesk ticket for negatives.

- Workflow type: agent
- Services: Facebook Pages, Slack Bot, Zendesk
- Categories: Customer Support, Marketing
- Published: 2026-08-14

## What it does

- Checks your Facebook Page every 3 hours for new recommendations and reviews, skipping anything it already handled on an earlier run.
- Reads each one, judges the sentiment and how urgent it is, and drafts a short reply in your brand voice that references what the reviewer actually said.
- Sends every review to Slack with the star rating, the review text, the draft reply, and a link, so your team can approve or edit in one place.
- Opens a Zendesk ticket for negative reviews with a priority based on severity, and calls out when several bad reviews land in a row as a possible pattern.

## What you'll need

- A Facebook Page you manage, with reviews and recommendations turned on
- A Slack workspace and a channel where your team can approve drafted replies
- A Zendesk account that can create tickets
- A short description of your brand voice, and agreement on who signs off before a reply goes public

## Prompt

On a cron trigger every 3 hours, check my Facebook Page for new reviews and recommendations and handle each one before it sits unanswered. Use the Facebook Pages "List Page Ratings" operation to pull the ratings and reviews left on my Page.

List Page Ratings is cursor paginated and returns the full review history, so scope each run to reviews created since the last run. Keep a record of the review identifiers that have already been processed and skip them on every later run. Nothing should be ticketed or posted twice across runs, even when the same review keeps coming back in the list.

For each new review, read the full text and judge two things: the sentiment, as positive, neutral, or negative, and how urgent it is. Treat explicit service failures, safety complaints, billing disputes, and anything a reviewer says went badly wrong as high urgency regardless of the star rating or recommendation type.

Draft a short public reply in our brand voice for every new review, positive or negative. The reply must reference the specific thing the reviewer actually mentioned rather than reading like a generic template. Keep it to two or three sentences, use the reviewer name where it is available, and for negative reviews acknowledge the specific problem and invite the person to continue the conversation privately.

Never publish a reply to Facebook. The agent drafts only. Every reply goes to a human for approval, and a human is the one who posts it. This rule holds even for glowing five star reviews where the reply looks harmless.

Post every new review, positive or negative, to a Slack channel using the Slack Bot "Send a Message" operation. Include the star rating or recommendation type, the reviewer name, the full review text, the drafted reply, and a link to the review on Facebook, so the team can approve or edit in one place. Format the message so the drafted reply is easy to copy out on its own.

For any review that is negative or that reads as a service failure, also open a Zendesk ticket with the "Create Ticket" operation. Put the reviewer name in the subject, the full review text in the ticket body, and paste the drafted reply into the ticket so an agent can respond and follow up privately. Set priority from severity: one and two star reviews or negative recommendations that describe a service failure map to urgent, other one and two star reviews map to high, and three star reviews map to normal. Tag the ticket so Facebook review tickets are easy to filter later.

Watch for clusters. If a single run turns up several negative reviews in a row, call that out in Slack as a possible pattern worth investigating rather than reporting each one as an isolated one off. Say what the reviews have in common, for example the same location, the same staff member, the same product, or the same time window.

If there are no new reviews since the last run, stay quiet and do not post anything to Slack.

## How to customize

- How often it runs. Every 3 hours suits most Pages, but busy locations can move to hourly.
- The priority mapping for Zendesk, so one and two star reviews can open as urgent while three star reviews stay normal.
- Which Slack channel gets the alerts, plus the brand voice and length of the drafted replies.

## FAQ

### Will it post replies to Facebook on its own?

No. The agent only writes drafts. Every reply goes to your Slack channel for a person to approve, edit, and publish. Reviews are public and permanent, so a human always has the last word.

### Will the same review get ticketed twice?

No. The agent keeps track of which reviews it has already handled and skips them on later runs. Facebook returns your full review history every time it is checked, so this tracking is what stops duplicate tickets and repeat Slack alerts.

### Does this work with recommendations instead of star ratings?

Yes. Facebook Pages now use positive and negative recommendations, and some Pages still show star ratings. The agent handles both, treating a negative recommendation the same way it treats a low star rating.

### What counts as a negative review worth a ticket?

Anything with a low rating or a negative recommendation, plus anything that describes a service failure such as a billing dispute, a safety concern, or a visit that clearly went wrong. Those get a ticket even when the rating itself is not the lowest.

### How does it spot a pattern instead of one off complaints?

When a single run turns up several negative reviews together, the agent says so in Slack and points out what they share, such as the same location, the same staff member, or the same time window, rather than reporting each one in isolation.

Use this prompt in General Input: https://www.generalinput.com/prompts/triage-new-facebook-page-reviews-into-slack-and-zendesk