Worked example
The review reply, drafted and waiting for one tap
Copperline Mechanical — an HVAC contractor with a Google Business Profile
A new Google review lands on a Saturday night. The reply that keeps the profile looking cared-for — and stays on the right side of the law — is drafted in the business's own voice and waiting for the owner to approve. Nothing is ever posted to the public profile without a human tap.
This walkthrough follows a sample business. Where the engine is deterministic (statutory checklists, the filing calendar, the report arithmetic), the artifacts below are its actual output for the sample inputs — your dates and dollars come from your own setup.
1 · New reviews are pulled in and sorted by severity
The engine polls the connected Google Business Profile (and Yelp, where a key is set), stores each new review, and grades it — a 1–2★ is critical, 3★ negative, 4–5★ positive — so the ones that need a careful hand rise to the top.
New reviews — as ingested
| Source | Rating | Reviewer | Severity |
|---|---|---|---|
| 5★ | Marcus D. | positive | |
| 2★ | Priya S. | critical |
2 · A brand-voice reply is drafted — to hard rules
The draft follows the same rules the engine enforces on every reply: 1–3 sentences, plain text, thank a positive review for something specific and sign with the business name, never name an employee, never argue facts in public, and never offer a discount in a public reply. It lands as PENDING — a representative draft the owner reviews.
Drafted reply — pending approval
- Review
- 5★, Marcus D. — "Tech was out same-day and got our heat back on before dinner. Fair price, no upsell."
- Draft
- Thank you, Marcus — same-day is exactly what we aim for, and it means a lot that the price felt fair with no upsell. We're here whenever you need us. — Copperline Mechanical
- Status
- PENDING — nothing posts until you approve
Approve, edit, or reject from the workspace. Nothing reaches the public profile until you approve.
3 · The illegal reply is impossible — enforced in code
A negative review is where businesses get themselves in legal trouble. The engine will never threaten legal action, call a review fake or defamatory, or demand it be taken down — 16 CFR 465.7(a) makes doing that to suppress a review unlawful. If a draft ever drifts there, a deterministic backstop replaces it. This is the exact substitute string, verbatim from the code.
Unlawful phrasing → deterministic safe replacement
“Thank you for the feedback — we take this seriously and would like to understand what happened. Please reach out to owner@copperline.example so we can make it right. — Copperline Mechanical”
The reply owns it, offers to make it right, and routes the reviewer to the owner directly — never a threat, never a takedown demand. The legal guard is code, not a training slide.
4 · One tap approves — and only then does anything post
On a connected Google profile, an approved reply is posted back through the Business Profile API and marked auto-sent with a timestamp. Everywhere else — a read-only Google listing, and always for Yelp, which forbids programmatic replies — the approved draft is handed to a person to post and marked accordingly. The record is always honest about who actually posted.
The takeaway
Every review gets a careful, on-brand, legally-safe reply drafted for you — and nothing reaches the public profile until you tap approve.
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