Яндекс.Метрика

How do you get customer reviews in chat and reply to them?

A review monitoring service or the review platform itself sends each new review to a bot, and the bot posts a card in the Reviews chat with the platform, rating, text and link. Whoever’s responsible clicks Claim, the team agrees on a reply in the thread, and the final version gets a ✅ and goes live on the platform. Walk through the review’s path yourself below.

Inbox/New reviews

New reviews

New reviews go to Pachca by webhook, into the Reviews chat

1 unansweredWeekly average 4.6
Search by text or authorPlatform: allRating: anyLast 7 days
RatingReviewStatus
★★★★★5 out of 5Delivery app · 42 Leninsky Ave · Allison R. · yesterday, 18:40Order arrived in 35 minutes, pizza was hot, thin crust. Thank you!Replied
★★★★★4 out of 5Maps · 7 Tverskaya St · Ian S. · yesterday, 12:05Tasty, but there’s no parking nearby, so we had to carry the pizza two blocks.Replied
Notifications · Webhook → Pachca, Reviews chat · last delivered yesterday, 18:41

A 2-star review just showed up in the monitoring service. Click it to see what arrives in Pachca.

Why handle reviews in your team chat

Reviews are scattered across platform dashboards and email. By the time someone remembers to check, the two-star customer has already gone to a competitor and told their friends about it.

  • Every platform in one chat. Maps, delivery apps, marketplaces and your website all send reviews to one chat where your team already works. No more checking five dashboards every morning.
  • Reply faster. You see a review the moment it’s posted, not whenever someone remembers to check the platform. Low ratings get a reply the same day, while the customer is still open to coming back.
  • Clear ownership. A Claim button and a name under the card. Two managers don’t send the customer two different replies, and the manager doesn’t have to ask around in direct messages “who’s got this?”
  • Replies get approved before they go live. The draft, your teammates’ edits and the final version all live in the review’s thread. The chat keeps one card per review, and a tricky reply never goes out without a second pair of eyes.
  • Managers see the big picture. Weekly ratings, response speed and tone are all in one feed, no exports needed. Recurring complaints stand out right away: three reviews about slow delivery from the same location aren’t a coincidence.
  • Grows with you. Today it’s a card and a Claim button. Tomorrow an AI agent suggests a draft reply in the thread, and the approved text goes to the platform with a Publish reply button or the /reply command.

How to set it up

20 minutes, no developer needed, as long as your review platform or monitoring service has an outgoing webhook. You’ll need Administrator rights in Pachca.

In Pachca

  1. 1

    Create a “Reviews” chat

    + next to search Chat. Add the people who reply to customers, plus their manager.
  2. 2

    Create a bot

    Automations Integrations Webhook +. Name it “Reviews,” keep the Public toggle off and leave everything else as is.
  3. 3

    Copy the Webhook URL and paste the template

    In the Incoming webhook section copy the Webhook URL. Below it, select Mustache and paste this into the template field:
    **New review · {{platform}}**
Rating: {{rating}} out of 5
{{text}}
Author: {{author}} · {{link}}
    The names in curly braces must match the fields your source sends. How to find field names.
  4. 4

    Add the bot to the chat

    Chat settings Add members the Integrations tab Reviews. Only an admin or the chat’s creator can do this.

Where reviews come from

Pick one of three options, depending on your source.

  1. A

    A review monitoring service or a platform with an outgoing webhook

    Find Webhook in your source’s notification settings, paste the URL from step 3, set the data format to JSON and pick the “new review” event. Send a test event or leave a test review: the card will show up in the chat. With this option, you post replies by hand on the platform and mark them ✅ in the thread.
  2. B

    Your source doesn’t support webhooks

    Connect through Albato: set up a “new review” Send message flow to Pachca, and in the action, enter the chat ID and set the chat type to Chat. You don’t need the template from step 3, since Albato builds the message text. Albato only sends events into Pachca, so you can’t post replies to the platform this way.
  3. C

    Custom code, and you have a developer

    Give this skill to Claude, ChatGPT or Cursor. It covers the API endpoints, a card with “Claim” and “View on platform” buttons, a “Publish reply” button and the /reply command in the thread, the request to the platform’s API and where to host the handler.

In your team

  1. 5

    Agree on who replies

    Each platform has one owner. They click “Claim” or react with 👀, write a draft reply in the thread, and teammates suggest edits right there. The final version gets a ✅ and goes out to the platform: with the “Publish reply” button, with the /reply command and the text in the thread or, if you don’t have a handler, by hand on the platform with the link dropped in the thread. The goal: reply to 1–3 star reviews the same business day.

The “Claim” and “Publish reply” buttons from the demo and the /reply command are built with the API: Pachca sends button clicks and commands to an outgoing webhook, and your handler or n8n calls the API of the platform or monitoring service. Without a handler, you post the reply by hand on the platform and mark it ✅ in the thread. The skill above covers all of this. To set it up by hand, see bot buttons and outgoing webhooks.

Troubleshooting

  • No message: the bot isn’t in the chat or the template is empty.
  • Curly braces instead of data: the field names in the template don’t match what your source sends.
  • Your source doesn’t send JSON or has no webhook at all: connect it through Albato.