Overview
Monitors Google reviews and drafts on-brand replies within minutes. Adapts tone per rating — empathetic for 1-star, grateful for 5-star.
How it was built
An n8n workflow monitors Google Business API for new reviews every 15 minutes. When a review lands, it's sent to Claude with the business's brand voice guidelines and 10 example responses (written by the owner). Claude drafts a reply matching the tone and style. The draft goes to the owner's email for one-click approval or edit. Approved replies are posted back via the API.
How it performs
Live for Ember Kitchen since sprint delivery. Average response time dropped from 3 days to under 2 hours. The owner approves 82% of drafts without edits. The remaining 18% need minor tweaks — usually adding a specific detail the AI couldn't know (like a staff member's name). 5-star review responses have a 94% approval rate. 1-star responses are 71% — these need more human nuance.
How BRVO uses this
Shipped as part of the Ember Kitchen sprint. Now offered as a standard integration in all BRVO packages. The review responder is one of the highest-ROI integrations — it takes 5 minutes to set up and saves hours per week.
Use cases
Restaurant chain
A restaurant with 4 locations getting 30+ reviews per week across Google and TripAdvisor. Each location gets responses in its own voice. The head chef doesn't need to write replies anymore.
Hotel
A boutique hotel where every review matters. The responder references specific aspects of the guest's stay (room type, season) and maintains the warm, personal tone the owner is known for.
Dental practice
A dentist getting 5-10 reviews per month. The responder handles thank-yous and addresses concerns with the right level of professionalism and empathy. HIPAA-conscious — never references specific treatments.