Triage new Facebook Page reviews into Slack and Zendesk

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.