From review to action and response
This example shows the module’s role in a hotel process. We define the source scope and available actions for each implementation.
“There was no water for our dog”
The guest rates the stay positively but points out that there were no bowls on the patio. The person handling reviews does not know whether the hotel has already resolved the issue.
Close the case with context
The panel allows the comment to be assigned to a manager. Once the change is confirmed, the suggestion module prepares a response mentioning the new bowls. A member of staff checks the wording and publishes it through an available channel or goes to the source service.
- Source and handling history
- Verified operational context
- Draft and publication status
What does this module cover?
The panel uses a review index and a comment index. It adds a team-work layer — filtering, assignment, statuses and response history. Reputation analysis, issue detection and response generation are connected functions, not properties of the index itself.
Public signals together
Reviews and comments retain their source but can enter a shared handling queue.
Verification before response
A case can be passed to someone who knows the facts and can confirm the hotel’s actions.
Response history
The team can see drafts, decisions and the available publication status.
How do we launch the solution?
Connect indexes
We identify review and comment sources and check how they are updated.
Set handling rules
We define responsible people, priorities and cases requiring additional approval.
Activate responses
We configure suggestions and permitted publication methods for each service.
What goes into the module and what comes out?
We separate source material from the tool’s output. This helps subsequent modules understand which context they can use.
What does AI use?
- Review index
- Comment index
- Approved hotel knowledge and agreed details
What does the team receive?
- Reputation case queue
- Decision and response history
- Material for analysing recurring issues
Permissions and decisions remain with the hotel
Before launch, we agree data access, responsible people and how exceptions will be handled.
The hotel decides who can publish and which cases require a manager. A response should not promise compensation or a change in procedure without confirmation.
The panel does not guarantee the ability to publish on every service or remove a negative review. It does not replace a private guest-contact inbox.
What changes in day-to-day work?
It is clear which comments are awaiting clarification and which have been handled.
Responses can reflect the facts, case history and brand tone.
Which sources and tools do we connect the module to?
If a service does not provide a suitable publishing API, the panel can open the original thread or support work through an approved browser tool.
Related process elements
Its place in the implementation journey
These links come from the roadmap. Requirements form the basis of each node, while enrichments extend its capabilities. This does not mean that all subsequent modules must be launched at once.
Required foundations
Modules that require this element
See other connections (3)
Frequently asked questions
Does the panel automatically respond to all reviews?
No. By default, it supports the team. The level of automation requires separate rules, testing and approval.
Will private messages also be available here?
They are not the main focus of this panel. Private conversations are handled by the Central Communication Hub.