Store reviews and social community care, governed by one playbook.
Track multi-location reviews alongside Facebook, Instagram and TikTok inboxes. Auto-hide Meta spam, draft handbook-verified replies and route sensitive cases to people.
Unified reputation and community operations
Combine verified store review analytics with linked-Markdown social moderation and grounded reply drafting.
Multi-Location Review Tracking
Ingest verified customer reviews across Google, Trustpilot, Tripadvisor and store listings into one calibrated stream.
- 1.44x negative-sentiment Impact Score multiplier
- Store and regional rating comparisons
- Recurring product or service defect clustering
Five Connected Social Inboxes
Manage Facebook comments, Facebook messages, Instagram comments, Instagram messages and TikTok comments from one view.
- Official Meta and TikTok OAuth account connections
- Supports organic posts and eligible paid TikTok ad threads
- Per-comment read, like and thread status tracking
Linked-Markdown Playbooks
Write moderation and customer-care policy in plain Markdown with [[slug]] wiki links and optimistic revision locking.
- ## reply: rules draft grounded answers from handbook docs
- Literal URL, email and phone verification before drafting
- Import existing FAQ spreadsheets into ## Q: sections
Meta Auto-Hide and Escalation Gates
Protect paid and organic threads automatically while keeping sensitive customer issues strictly in human hands.
- ## hide: auto-hides spam on Facebook and Instagram
- Optional [review: instagram] operator-confirmation flag
- ## escalate: blocks auto-replies when a person is required
Store and Regional Benchmarking
Compare review velocity, star ratings and complaint topics across branches, franchises or retail regions.
- Pinpoints store-specific operational bottlenecks
- Separates shipping, packaging and staff themes
- Exports location summaries into 12-slide reports
Priority Telegram and Email Alerts
Notify operations and customer care on Telegram and email when severe 1-star or 2-star reviews land.
- Configurable priority score thresholds per user
- Direct links to the original review or thread
- Durable ClickHouse alert queue
Deploy review tracking and community playbooks in four steps
Keep customer care fast, accurate and brand-safe across every store and social account.
- Step 01
Add locations and social pages
Import your business locations and connect official Facebook, Instagram and TikTok accounts via OAuth.
- Step 02
Author your Markdown playbook
Define ## hide:, ## keep:, ## reply: and ## escalate: rules plus linked [[faq]] reference documents.
- Step 03
Review grounded system drafts
Operators send verified system drafts in one click while escalated defect or legal cases wait for human handling.
- Step 04
Track resolution and ratings
Monitor rating recovery by location and review weekly complaint trends in Monday 07:00 UTC executive briefings.
Location reviews and Playbook triage in action
Routine questions get grounded drafts, Meta spam is auto-hidden, and batch defects escalate cleanly to a human operator.
Elena M.: Refill counter queue took 25 minutes on Saturday afternoon and the tester pump was empty.
Listening alert -> Telegram + Email
@elisa.marchetti: Can I layer the Barrier Serum over prescription azelaic acid in the evening?
## reply: layering-actives · [[active-ingredients-faq]]
@sara.conti: My dropper from batch 24B turned dark orange within ten days of opening.
## escalate: packaging-batch-24b · Page guidance requires a person.
- Zero Hallucinated Promises
- Every system draft is checked against literal contact tokens and claims in your playbook before it is offered to send.
- Human-Only Escalation
- When a comment matches an ## escalate: rule, Sentia records the triage reason and withholds automated public replies.
- Reversible Meta Moderation
- Hidden Facebook and Instagram spam comments remain inspectable in the Review tab to confirm or restore at any time.
- Location-Level Early Warning
- Surface batch defects or branch staffing issues from store reviews before they depress regional ratings.
Measured outcomes in customer and brand operations
Anonymized production benchmarks from multi-market teams on Sentia.
Global health portfolio, 65+ countries
Route verified customer complaint clusters to care and QA teams while filtering unrelated homonym chatter.
European consumer goods leader
Unify social comment moderation and product feedback monitoring across connected Meta and TikTok channels.