# How to get customer reviews in chat and reply to them

> A Pachca use case. A new review from the platform lands in the "Reviews" chat, whoever's in charge claims it with a button or a 👀 reaction, the reply is agreed in the thread and published on the platform.

> This is the Markdown version of https://pachca.com/en/scenarios/otzyvy-klientov for AI agents. The API methods named here are documented at https://dev.pachca.com/llms-en.txt — open it before calling the API. Other use cases are listed at https://pachca.com/en/llms.txt.

## What you'll get

1. The platform or review monitoring service sends a new review to the incoming webhook URL of the "Reviews" bot.
2. The bot posts a review card in the "Reviews" chat: platform, rating, text, author and link.
3. Whoever's in charge reacts with 👀 and writes a draft reply in the thread, and teammates edit it there. The final version gets a ✅ and is published on the platform by hand, with the link dropped in the thread.

Connect the review source in one of three ways:

- A. The platform or monitoring service has an outgoing webhook. No coding: the bot's template builds the card text.
- B. The source doesn't support webhooks or doesn't send JSON. Connect it through Albato, no bot template needed. Albato only sends events into Pachca, so you can't post replies to the platform this way.
- C. A developer is on hand. A handler or n8n builds the "Claim" and "Publish reply" buttons and the /reply command.

Start with option A if the source supports it.

## What you need before you start

- Pachca access as a workspace admin or owner with the scopes `chats:create`, `chat_members:write`, `bots:write`. The setup and check steps also need `search:users`, `messages:create`, `messages:read`. Signing in is covered in the rules below.
- Access to the notification settings of the platform or review monitoring service, or an Albato account.

## If you're an AI agent: working rules

### Who does what

- You do everything the instructions name an API method for. Don't ask the user to create a chat, a bot or a message by hand.
- Ask the user only to sign in to Pachca and to do what is listed in "Ask the user to do by hand".
- If you have no terminal, say so right away and don't pretend you set it up. Walk the user through the steps for people on the use case page and help with the template or the handler code.

### How to talk to the user

- The user is not a developer. Write briefly and in plain words. Don't mention API methods, scopes, response codes, `id`s or CLI profiles. Say "permissions" instead of "scopes" and "the program behind the bot" instead of "handler".
- Don't report your checks. A message contains only three things: what is done, what you need from the user, what you'll do next.
- Don't ask for what you can find out through the API or what is easy to change later. Take the value from the instructions and name it.
- Take the bot's message texts from the instructions or write them yourself and carry on. Show them in your final message and offer to change them. Don't wait for approval.
- Ask the questions from "Ask the user" in the same words.

### Your first message to the user

It has three parts. The first two together take at most five lines.

1. What the user will get: one or two lines.
2. What you will create yourself: the chat, the bot and the messages, with the names from the instructions. Word anything that depends on the user's choice as a condition: "if you choose the bot, I'll also create…".
3. "What I need from you": signing in to Pachca, if the user isn't signed in yet, and the questions from "Ask the user". If the use case or one of its options needs n8n, ask here whether the user has it and ask for access right away in the words from the "n8n" section below: "if you have n8n, send me…".

If part of the result appears only after a manual step by the user, say so in one line: "you'll schedule the retro questions yourself, I'll show you how".

The user's answers are their consent to the plan. Start the setup right after them, without asking for a second confirmation.

### Access to Pachca

- The user doesn't need to issue a token or send it in the chat. Before your first message, check the login: `npx -y @pachca/cli@latest auth status`. If there is none, ask the user to run `npx -y @pachca/cli@latest auth login` in their own terminal. The CLI shows a code; the user enters it in the browser and confirms access. Write the commands with `@latest`: without it an old cached CLI version may start, and it asks to paste a token instead of signing in through the browser.
- This login has the same rights as the user's role. Compare them with the scopes in "What you need before you start" yourself: `npx -y @pachca/cli@latest api GET /oauth/token/info` shows the scopes. If something is missing, say in plain words what you won't be able to do, for example "I can't send messages". There are two ways out: add this permission to the token in Pachca, under "Automations" → "API", or sign in again as the workspace owner or an administrator.
- If `auth status` shows `scopes: null`, it doesn't mean there are no rights: look at `GET /oauth/token/info`. The checks in these rules also need `search:chats`, `bots:read` and `profile:read`.
- When the user says "me", they mean the owner of the login. `GET /profile` returns their `id` and nickname.
- Call the API with `npx -y @pachca/cli@latest api <METHOD> <path> -o json`. Write the full command in every call; don't put it into a shell variable.
- Pass query parameters as `--query key=value`, for example `--query query=Purchasing`. The CLI silently drops a parameter without a key and returns the whole list, so it's easy to conclude that the chat already exists.
- Pass the request body with `--data` or `--input`. Almost every write method wraps the body in an object: `chat` for `POST /chats`, `message` for `POST /messages`, `task` for `POST /tasks`, `group_tag` for `POST /group_tags`, `user` for `PUT /users/{id}`, `webhook` for bots. `--describe` shows the wrapper; write its path with `{id}`, not with a number. Without the wrapper, `POST /chats` creates the chat but silently adds no members.
- Don't print tokens or bots' incoming webhook URLs in the chat. A bot's token is shown only once, when it's created: save it to a file.

### n8n

- If the user has no n8n, say that it comes as the hosted n8n Cloud or can be installed on their own server, and give the link for installing the Pachca nodes: https://dev.pachca.com/guides/n8n/setup.md. These instructions don't cover installing n8n. If they have an option without n8n, suggest starting with it and coming back to the bot once n8n is there.
- If the user has n8n, ask for access in these words: "Send me your n8n address: the link you open it with in the browser. Don't send the key in the chat. In n8n, open Settings → n8n API → Create an API key and copy the key. Right after that, run the command below in your terminal exactly as it is; you don't need to put anything into it. It saves the copied key to a file and prints nothing. Then write 'key saved'." The command for macOS: `pbpaste > ~/n8n-key.txt`. For another system, pick the matching one.
- Build everything in n8n on the official Pachca nodes, `n8n-nodes-pachca`. Don't use the `HTTP Request` node for Pachca API calls.

### Setup

- Take API methods from https://dev.pachca.com/llms-en.txt, don't rely on memory. The command `npx -y @pachca/cli@latest api <METHOD> <path> --describe` shows a method's schema.
- The Pachca skills cover the call order and error handling for chats, bots and forms: `npx skills add pachca/openapi`. Install them when you need them, without asking the user.
- Before creating anything, check whether the chat and the bot already exist: `GET /search/chats`, `GET /bots`. If they do, ask whether to set them up or create new ones.
- `POST /group_tags` creates an empty tag. `PUT /users/{id}` with `list_tags` assigns it to an employee; it needs the `users:update` scope. The field replaces the whole set of tags: first read the employee's current tags with `GET /users/{id}` and send them together with the new one. While the tag has no members, mentioning it notifies no one.
- If a method returns an error, stop and tell the user in plain words what failed and what you need to continue.
- The messages you post yourself and the ones the bot sends must be easy to read on a screen, without overdoing spacing or emphasis. Make the heading bold and start the text on the next line. Write connected text as one paragraph. Put rules and steps on numbered lines one under another and separate them from the intro with a single empty line. A short message needs no other empty lines. In a card, make the field labels bold and put the fields on consecutive lines. Use bold only for the heading and the field labels. Pachca markup has no lists or tables: the numbers at the start of lines stay plain text. A sample:

  ```text
  **Retro rules**
  On the last day of the sprint a message with questions arrives here. We reply in the thread under it.

  1. Each point is a separate message.
  2. We add 👍 to what is worth discussing.
  3. The facilitator posts the outcomes in one message and pins it.
  ```
- A pin can't be checked through the API: only a successful `POST /messages/{id}/pin` response confirms it.
- If you sent service messages to a chat to check a bot, such as `/start`, delete them: `DELETE /messages/{id}`. Don't delete messages with rules and templates.
- At the end, say what was created, what is left for the user to do by hand and how to check that the use case works.
- To undo the setup: `DELETE /bots/{id}` deletes the bot, `PUT /chats/{id}/archive` sends the chat to the archive.

## How to set up the use case with the user

### 1. Ask the user

Ask these questions in these words:

1. Where do reviews come from: which platforms or which monitoring service?
2. Can this service send notifications about new reviews to other apps on its own? If you don't know, just say so and we'll figure it out.
3. Who replies to customers and who is the manager? Send me the names and I'll add them to the "Reviews" chat.
4. Who is responsible for each platform?

Use the answers to questions 1 and 2 to choose option A, B or C. For option A, ask for a sample notification from the source: the field names in the bot's template must match it.

### 2. Do it yourself through the Pachca API

1. Find the `id`s of the employees and the manager: `GET /search/users` or `GET /users`.
2. Create the chat: `POST /chats` with `name: "Reviews"` and `member_ids`. Save the chat's `id` from the response: you need it for Albato in option B.
3. For options A and C, create a bot: `POST /bots` with `name: "Reviews"` and a username ending in `_bot`. For option A, set `template_engine: "mustache"` and `template` right away:

   ```
   **New review · {{platform}}**
   Rating: {{rating}} out of 5
   {{text}}
   Author: {{author}} · {{link}}
   ```

   Replace the names in curly braces with the fields the source sends. How to write a template: https://dev.pachca.com/guides/incoming-webhooks.md
4. Add the bot to the chat: `POST /chats/{id}/members` with the bot's `id` in `member_ids`.
5. Offer to post the rules in the chat: `POST /messages`. Each platform has one owner. They click "Claim" or react with 👀 and write a draft reply in the thread, where teammates edit it. The final version gets a ✅ and goes out to the platform: without a handler, post it by hand and drop the link in the thread. Reply to 1–3 star reviews the same business day.

### 3. Ask the user to do by hand

- Option A. Turn on the incoming webhook: on the bot's page, open the Incoming webhook section and copy the Webhook URL. API responses don't include this URL. Then, in the source's notification settings, find Webhook, paste this URL, set the data format to JSON and pick the "new review" event.
- Option B. In Albato, set up a "new review" → Send message to Pachca flow. In the action, enter the ID of the "Reviews" chat and set the chat type to Chat. Albato builds the message text. Instructions: https://pachca.com/en/help-center/integrations/albato
- The bot should stay non-public. The API can't set this: ask them to check that the Public toggle is off in the bot's settings.

### 4. Option C: handler spec

Pachca sends button clicks and commands through the bot's outgoing webhook. The request to the API of the platform or review monitoring service is made by the handler or n8n.

- A review card with the "Claim" and "View on platform" buttons.
- "Claim" shows the name of whoever claimed the review under the card.
- "Publish reply" sends the agreed text from the thread to the platform.
- The /reply command with text in the thread sends that text to the platform.

The bot needs the `button_click` and `message_new` events, `trigger_on: "commands"` and `commands: ["/reply"]`. Put the handler's URL in the outgoing webhook: `PUT /bots/{id}` with `outgoing_url` using a personal token, or `PUT /bot/webhook` using the bot token.

### 5. Check

1. Ask the user to send a test event from the source or leave a test review.
2. Make sure the card appeared in the chat: `GET /messages` for the "Reviews" chat.

## What the use case can't do

- With options A and B, replies don't go from Pachca to the platform. Post them by hand on the platform and mark them ✅ in the thread.
- Without a handler, there are no "Claim" and "Publish reply" buttons or /reply command.

## Troubleshooting

- No message. The bot isn't in the "Reviews" chat or the template is empty.
- Curly braces instead of data in the card. The field names in the template don't match what the source sends. How to find field names: https://pachca.com/en/help-center/integrations/kak-pravilno-zapolnit-shablon-webhook
- The source doesn't send JSON or has no webhook at all. Connect it through Albato, option B.

## Links

- The use case page with a demo and human instructions: https://pachca.com/en/scenarios/otzyvy-klientov
- Incoming webhook template: https://pachca.com/en/help-center/integrations/kak-pravilno-zapolnit-shablon-webhook
- Albato: https://pachca.com/en/help-center/integrations/albato
- Buttons in chat bots: https://pachca.com/en/help-center/integrations/knopki-v-chat-botah
- Outgoing webhooks: https://pachca.com/en/help-center/integrations/ishodyashchie-webhook-kak-nastroit
- Incoming webhooks for developers: https://dev.pachca.com/guides/incoming-webhooks.md
- Buttons in bot messages: https://dev.pachca.com/guides/buttons.md