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Reputation Inbox SOP

Table 2

Table 2

Channel

Trigger

Action

Escalation

Owner

Google Reviews

New review < 3 stars

Draft reply (AI assist), route for approval

Escalate if mentions refund/legal

Rep Manager

Facebook DMs

Customer question

Auto-acknowledge (AI), draft reply

Escalate if sensitive (pricing, contract)

Marketing

Instagram Comments

Mention of competitor

Flag in Slack/Teams

Escalate to strategy lead

Social Lead

There are no rows in this table

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Canned Replies (Text Section)

Positive review: “Thanks for sharing — we’re glad [Product] made your day easier!”

Neutral review: “Appreciate your feedback — we’re always working to improve.”

Negative review: “Sorry to hear this — can we DM you to resolve directly?”

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