Set Up Workflow Triggers for Google and Facebook Reviews

The Review Received workflow trigger fires whenever a new review lands from Google or Facebook. Use it to fork responses by star rating, route 1-2 star reviews to a service-recovery sequence, send 5-star reviews to a thank-you template, or push every review to an external webhook.

Note: Review Received is a contactless trigger. The review is not auto-linked to a specific contact, so contact-only actions won't work without a manual lookup.

Step 1 — Add the trigger

1. Open the Workflows section.
2. Click Create New Workflow or open an existing one.
3. In the trigger panel, choose Review Received.

Step 2 — Add filters

Three filters narrow which reviews fire the workflow:

• Review SPAM — Yes/No. Branch spam-flagged reviews to an internal alert or drop them.
• Review Source — Google or Facebook. Map separate response logic per platform.
• Review Rating — 1 to 5 stars. Route negative reviews to a recovery flow and positive ones to a thank-you and share-asset flow.

Step 3 — Map review data into actions

Once filters are set, review fields (rating, source, body, reviewer name) are available to downstream actions. Common patterns:

• Send the review to a Slack or Teams webhook for instant team alerts.
• Email an internal owner when a 1-2 star review hits.
• Push every review into a Google Sheet for trend tracking.
• Trigger an SMS thank-you with a referral link on 5-star reviews.

Step 4 — Test and publish

1. Click Save.
2. Submit a real or staged review on the connected Google Business Profile or Facebook page.
3. Confirm the workflow ran and the actions fired correctly.