Smart Sentiment Shield & Dual-Routing Funnel
The engine behind GetReview. Automatically routes happy customers to Google Maps while silently capturing private feedback from unsatisfied ones — protecting your public rating in real time.
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.
Positive Route
4 – 5 Stars
Shield Route
1 – 3 Stars
The Net Result
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 taps a star rating
The customer opens your review link (via QR, NFC, or direct URL) and selects their star rating on the branded review card.
Rating is compared to the 4-star threshold
The system instantly checks the selected rating against the fixed 4-star threshold. 4 or 5 stars → positive route. 1, 2, or 3 stars → shield route. This check happens client-side for near-instant UX.
Positive → Google Maps redirect
If the rating is 4 or 5 stars: the customer is redirected to your Google Maps review URL after a 1.3-second animated transition. The review is logged asynchronously so it does not delay the redirect.
Negative → Private feedback form
If rating < threshold: the review card transitions into a private feedback form. The customer can leave a written note, their name, contact info, and optionally request a callback.
Server saves & fires Telegram alert
The private feedback is saved to your dashboard (Private Inbox + Shielded tab) and a real-time Telegram notification is dispatched to your connected channel.
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.
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.
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:
Customer is redirected to Google Maps to leave a public review.
Customer is shielded — shown a private feedback form. Never reaches Google Maps.
Not Configurable by Merchants
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.
GetReview Notify Bot
bot
🚨 NEGATIVE FEEDBACK SHIELD ALERT
🏢 Business: The Daily Grind Cafe
⭐ Rating: ⭐⭐☆☆☆ (2/5)
🚨 📞 CALLBACK REQUESTED: YES
💬 Customer Feedback:
“The wait time was too long and my order came out cold. Would appreciate a call back.”
👤 Customer: Alex Morgan
📞 Contact: +1 555-201-4488
⏰ Time: 2:14 PM
⚠️ Shielded privately — customer was not redirected to Google Maps!
2:14 PM ✓✓
What the Telegram alert contains
Per-Branch Telegram Routing
6CRM Resolution Workflow
Capturing shielded feedback is only half the job. GetReview includes a built-in CRM system so your team can track every complaint from capture to resolution. Each shielded review has a status that your team updates as they work the case.
Won
Issue resolved. Customer's complaint was addressed. Ideal outcome.
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
⭐5★ Customer Win-Back & Follow-up Invites
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, GetReview immediately prompts the Win-Back Review Follow-up Modal.
⭐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.
🌐Full RTL & Custom Presets
Supports right-to-left (RTL) formatting for Arabic and custom store greetings. Use the {name} tag to automatically inject the customer's real name into outgoing messages.