Automated Convenience Store Negative Review Triage
Every morning, WebRun scans Google Business reviews for all your store locations, pulls any new review rated 3 stars or below, logs each one to a Google Sheet with the site, rating, and reviewer text, drafts a calm on-brand reply, and emails the draft to the site manager for approval before anything is posted publicly.
How do I automatically triage and draft replies to negative convenience store reviews?
WebRun checks Google Business reviews for all your convenience store locations every morning. Any review rated 3 stars or below is logged to a Google Sheet and a calm, on-brand reply draft is emailed to the site manager via Gmail. Nothing is posted publicly until the manager approves and publishes the response.
- No negative review goes unanswered past the next business morning
- Replies are drafted and held for manager approval before any public response
- Every review is logged in a triage sheet for tracking and follow-up
Built for convenience store managers · multi-site c-store operators · fuel retail brand managers
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
pditechnologies.com/increase-productivity/erp-back-officein a real browser with your saved login - no setup, no API keys. -
1
PDI Technologies - map store locations and their Google Business IDs
pditechnologies.com
WebRun opens PDI Technologies to map store locations and their Google Business IDs. - Open PDI Technologies and collect the list of active store locations and their addresses
- Use each address to identify the corresponding Google Business profile
- Note any new reviews posted since the last run that are rated 3 stars or below
Done when All store locations have been checked and new low-rated reviews are identified.
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2
Google Sheets - log new negative reviews and track reply status
google.com
WebRun opens Google Sheets to log new negative reviews and track reply status. - Open the review triage sheet and append each new negative review with date, site, rating, and reviewer text
- Mark any review that already has a draft reply as pending
- Skip reviews already logged in a prior run
Done when The triage sheet has every new negative review logged with its status.
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3
Gmail - email draft reply to site manager for approval
gmail.com
WebRun opens Gmail to email draft reply to site manager for approval. - Draft a calm, empathetic, on-brand reply for each new negative review
- Address the reviewer by first name if available and acknowledge the specific issue raised
- Include the reply draft and a link to the Google Business review in an email to the site manager
- Save each email as a Gmail draft - do not send until the manager approves and posts the reply
Done when A Gmail draft is saved for each new negative review. No public reply has been posted.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it post a public reply without my approval?
No. WebRun saves every reply as a Gmail draft and emails the site manager. Nothing is posted publicly until a human reviews and publishes the reply.
What if the same store gets five bad reviews on the same day?
Each review gets its own separate draft reply email. They are all logged to the triage sheet so the manager can work through them in order.
Does it handle positive reviews too?
This workflow focuses on reviews rated 3 stars or below. Positive reviews are not flagged unless you adjust the rating threshold during setup.
Related templates
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