The Approval Workflow

How reviews are routed

When a new review comes in, it follows one of these paths:

• 4-5 stars + auto-post enabled — AI generates a response and posts it automatically within minutes.
• 4-5 stars + auto-post disabled — Response goes to your approval queue.
• 1-3 stars — Always goes to your approval queue, plus you get an email notification.
• AI flagged suspicious — Goes to your approval queue regardless of star rating.
• AI error — Marked for manual handling in your queue.

The approval queue

Your approval queue shows all pending responses sorted by urgency (negative reviews first). For each review, you can:

• Approve — Post the AI response as-is.
• Edit & Approve — Modify the response before posting.
• Reject — Discard the AI response. The review remains unanswered.

Posting approved responses

When you approve a response, it's queued for posting via the Google Business Profile API. The worker attempts to post it on the next cycle (within 30 minutes). If posting fails, it retries up to 3 times before marking it as failed.

Conflict handling

If two people try to approve the same review simultaneously, the system uses optimistic locking. The first approval goes through; the second gets a conflict notice asking them to refresh and try again.

Audit trail

Every status change (pending → approved → posted, etc.) is recorded with a timestamp. You can see the full history of any review from the review detail page.