Smart Sentiment Shield & Dual-Routing Funnel

1What is the Sentiment Shield?

The Sentiment Shield is GetReview's intelligent review routing system. Every time a customer interacts with your review card — whether via QR code, NFC tap, or your direct link — the Shield analyses their rating in real time and decides which path they take.

2How the Dual-Routing Works

The routing decision happens entirely on the server the moment the customer's rating is submitted. Here is what occurs inside GetReview in under 300ms:

Customer Rating Card

Click to enlarge screen

1

2

3

4

Customer rating page showing the 5-point sentiment scale before routing decision.Interactive Screen View

3The Customer Journey — Step by Step

Positive Flow — 4 or 5 Stars

When a customer gives a high rating, they are immediately guided to Google Maps in a seamless, branded experience.

Positive Flow

Click to enlarge screen

1

2

3

4

A 5-star customer sees the animated transition and is automatically redirected to your Google Maps page.Interactive Screen View

1.3-second animated transition

Customer sees a branded "Thank you, redirecting..." screen before Google Maps opens.

Opens Google Maps review form

Customer lands directly on your Google Maps listing, pre-loaded and ready to post their review.

Review logged in dashboard

The visit is saved to your All Reviews table with source tag (Direct Link / QR Scan / NFC Tap).

Shield Flow — 1, 2, or 3 Stars

When a customer gives a low rating, they never see a Google Maps link. Instead, the review card transforms into a private feedback form.

Shield Flow

Click to enlarge screen

1

2

3

4

A 1–3 star customer is shown a private feedback form — Google Maps is never mentioned or shown.Interactive Screen View

Zero Google Maps exposure

The customer is never shown, linked to, or prompted toward Google Maps.

Written feedback captured

Their note (up to 500 characters) is saved to your Private Inbox and Shielded tab.

Callback request option

A toggle lets them ask to be called back. This appears in your inbox as a callback flag for your team.

Instant Telegram notification

Your connected Telegram channel receives all details the moment the customer submits.

4The Fixed 4-Star Threshold

The routing threshold is fixed at 4 stars and applies to every business on the platform. There is no dashboard setting to change it — the split is always the same:

5Real-Time Telegram Alerts

Every shielded review instantly triggers a Telegram message to your connected group or channel. Your team can see the customer's rating, note, and contact info the moment it happens — no need to open the dashboard.

6CRM Resolution & Reachout Workflow

Capturing shielded feedback is only half the job. GetReview features a structured 3-step CRM recovery system that guides your team from first contact through resolution and finally to a 5-star Google review.

1

Step 1: Direct Customer Reachout & AI Recovery Modal

When an unhappy review arrives, click the chat bubble icon to launch the Customer Outreach Modal. Our AI Assistant auto-detects the customer's language, crafts an empathetic apology tailored to their complaint, and generates an instant Owner Translation view.

Step 1: Outreach

Click to enlarge screen

1

2

3

4

5

6

Step 1: Contact dissatisfied guests with culturally tailored apologies and service recovery — strictly zero review links.Interactive Screen View

Google Compliance Guardrail

Step 1 messages NEVER solicit a Google review. In strict adherence to FTC guidelines and Google's anti-gating policies, Step 1 is reserved entirely for apology, listening, and service recovery (such as offering a complimentary drink or a manager phone call).

2

Step 2: Log Dispute Resolution Outcome & Action Proof

Clicking the checkmark icon opens the resolution menu to categorize the final status of the complaint and attach an Action Proof badge.

Step 2: Resolution

Click to enlarge screen

1

2

3

4

5

Live Shielded Reviews table showing the Action Proof filter strip, resolved badges, and the Set Resolution Outcome menu.Interactive Screen View

🛡️ Logging Action Proof

Selecting Won / Resolved opens the Log Resolution Proof modal. Managers log the exact remedy provided (such as a phone call, complimentary item, discount code, or refund) along with optional receipt numbers and notes.

Action Proof

Click to enlarge screen

1

2

3

4

5

Log Resolution Proof modal: record standardized action badges, promo codes or receipts, and manager notes.Interactive Screen View

✅

Won

Issue resolved. Customer's complaint was addressed. Unlocks Step 3 Win-Back Star.

📵

No Answer

Your team tried to reach the customer but received no response.

❌

Lost

Resolution failed. The complaint could not be successfully closed.

Callback Tracking

When a customer requests a callback, a phone icon appears in their inbox row. Once your team calls them, toggle it to "Call Completed" to keep your callback queue clean and accurate.

3

⭐Step 3: 5★ Customer Win-Back & Google Review Invite

Turning an unhappy customer into a 5-star Google review is the ultimate retention win. When your team resolves a customer dispute and marks their review as Won, the gold Attention Star bounces gently to prompt staff to send the Win-Back Review Follow-up Modal.

Step 3: Win-Back

Click to enlarge screen

1

2

3

4

5

The Win-Back Modal prompts personalized follow-up messages with your locked Google Maps review link in 1 click.Interactive Screen View

⭐Smart Attention Star

In the Reviews Table, any Won review that hasn't received an invite displays a gently bouncing gold star. Once WhatsApp, Email, or Copy is clicked, the star settles into a steady confirmed state.

🌐Custom Greetings & Macros

Supports customizable greeting templates and macros. Use the {name} tag to automatically inject the customer's real name into outgoing messages.

?Frequently Asked Questions