FeedbackHub
Ask for the review at the moment they are pleased with you
Public reviews are mostly a timing problem. The customer who would happily give you five stars has already walked out and moved on, while the one bad experience of the week is being typed into Google from the car park. Workflow rules fix the order of events.
Three triggers, three actions, applied per form
A workflow is a rule attached to a form, or to every form in the account. It watches responses as they arrive and acts on the ones that match. There is nothing to schedule and nothing to run manually.
Rules can be active or paused, so a campaign can be switched off without being rebuilt, and you can run several at once. A single response can satisfy more than one rule and each will do its job.
Triggers
- Rating at or above a threshold you set, for happy customers
- Rating at or below a threshold you set, for unhappy ones
- Negative sentiment detected in the comment by the AI layer, regardless of the score given
Actions
- Show a public review link on the thank-you screen
- Send an alert email to whoever needs to know
- POST the response to a webhook, for Slack, Zapier or your own system
Turning satisfied customers into public reviews
Nobody wakes up intending to review a shop. They review when asked at the right moment, by someone they have just had a good experience with, in a way that takes one tap.
They rate you well
A customer taps four or five stars on your form. They have already decided they are pleased, and they are still holding the phone.
The thank-you screen offers the link
Instead of a dead end, the confirmation screen carries your Google Business Profile, Trustpilot or Facebook link with a short line asking whether they would mind saying that publicly. No second email, no delay, no reason to forget.
A proportion of them follow through
Not all of them, and anyone promising otherwise is guessing. But asking a pleased customer in the first thirty seconds converts far better than asking a random customer three days later, and the ones who do write something have just told you exactly what they liked.
Your public rating starts reflecting reality
The change most businesses notice is not a jump in the average. It is the volume of recent reviews, which is what makes a profile look alive and what local search tends to reward.
A complaint you hear about in ninety seconds is a fixable one
The same rule engine handles the other end of the scale. A low rating triggers an alert email to whoever is responsible, containing the score, the comment and the customer's contact details if they left any. A webhook can push the same information into Slack, a helpdesk or an internal system within seconds of submission.
Speed is the entire point. A customer who complains and gets a phone call the same afternoon frequently becomes a loyal one, because being taken seriously is rarer than good service. The same customer, contacted a week later, has already told several people and possibly written the review.
Because negative sentiment is a trigger in its own right, the polite complaints get caught too. Plenty of people give four stars and then describe a genuinely bad experience in the comment box, out of reluctance to seem harsh. A score threshold alone would miss every one of those.
- Alert emails carry the score, the comment and the contact details
- Webhooks deliver the full response payload as JSON
- Responses can be marked as handled once someone has followed up
- Every response keeps its detail view with the full answer set
A note on review gating
Google, Trustpilot and similar platforms prohibit review gating, meaning you must not selectively solicit reviews only from customers you already know are happy, or block unhappy ones from reviewing you.
What FeedbackHub does is offer a convenience link on the thank-you screen when a rule matches. Nobody is prevented from reviewing you, no feedback is suppressed, and low scores are recorded, counted and reported exactly like high ones.
Where the line sits varies by platform and changes over time. Read the current policy for whichever review site you are pointing at, configure your thresholds accordingly, and if in doubt, offer the link to everyone and let the recovery workflow handle the unhappy cases separately.
Webhooks, for when the alert needs to go somewhere else
Slack and Teams
Point a workflow at an incoming webhook URL and low scores appear in the channel the shift manager already has open, rather than in an inbox nobody checks until Monday.
Zapier and Make
A webhook trigger connects feedback events to several thousand other applications, from creating a task in a project tool to logging the response in a spreadsheet.
Your own systems
The payload includes the trigger that fired, the response and its scores, so a CRM or helpdesk can open a ticket, tag a customer record or start whatever internal process you already run.
Choosing your thresholds
On a five point scale, most businesses set the review offer at four and above and the alert at two and below. Threes are ambiguous: the customer had an unremarkable time, which is neither worth publicising nor worth escalating, though it is worth watching in aggregate because a rising count of threes usually precedes a falling average.
If you are using NPS instead, promoters at nine and ten are the review candidates and detractors at six and below are the recovery cases. Passives at seven and eight sit in the middle, and the same logic applies.
Two adjustments are worth making after the first month. If your alert inbox is overwhelmed, raise the bar so only genuine problems come through, because an alert stream nobody reads is worse than no alerts. If almost nothing is triggering the review offer, the issue is usually the form rather than the threshold, and it is worth checking whether the rating question is being answered at all.
What this does not do
It does not write reviews, post on a customer's behalf, or automate anything that would violate a review platform's terms. It does not hide low scores from your own reporting, because the entire value of the system depends on those numbers being real.
It also will not fix a business problem. If customers consistently complain about the same thing, routing the happy ones to Google buys you time rather than a solution. The reporting is there to make sure you know what the underlying issue is, and the routing is there to make sure your public rating reflects your typical customer rather than only your angriest one.
Set up your review funnel properly
We will configure the thresholds, connect your review profile and test the alerts before anything is switched on for real customers.