SkillRetaining
Reviews and Reputation
Not asking for reviews — earning them
What is Reviews and Reputation?
Review and reputation management is the practice of asking for a rating only after work that ended well, judged from how the job actually closed, and responding to incoming reviews in good time. luup decides whether to ask by reading how the conversation ended: after a job that went badly no rating is requested and a resolution record is opened instead. Replies drafted for incoming reviews are never published without your approval.
The review request goes to everyone at once, the unhappy customer is invited too, and the rating drops.
The request reaches only the person whose job ended well, while dissatisfaction becomes a case, not a review.
How does it work?
- 1
The outcome is read
How the conversation and the record actually closed is assessed.
- 2
Eligible jobs are picked
Only work that ended in satisfaction qualifies for a rating request.
- 3
One request goes out
A single short request is sent on the customer's own channel.
- 4
New reviews get a reply
A draft response to each new review is prepared and put to you for approval.
- 5
Bad ones are taken over
A complaint counts as a case, not a review; the topic moves to a private channel.
What does it need?
A skill with a missing precondition is not hidden in the panel — it is shown with the gap. Hiding what is required only produces disappointment during setup.
- Connected review sources
- Record closing status
- Conversation Rules
What it deliberately does not do
Claiming a result is easy. What follows is not a claim but a set of limits the product enforces mechanically: the skill cannot do these things, because a layer that cannot be switched off stops it.
- It does not ask for a review after a conversation that ended badly.
- It does not ask the same person repeatedly; requests are capped per person.
- It offers no discount, gift or priority in exchange for a review.
- It publishes no reply it has drafted without your approval.
Where it sits on the autonomy ladder
A 0–4 ladder decides how much the assistant may do without asking you, and it is set separately for each channel and each topic. The meaning of each rung is the same across every skill.
Reviews and Reputation comes into play at rung 2 of the ladder.
- 0
Listens only
Writes nothing to customers; it only records.
- 1
Drafts a reply
Writes it but does not send it; the draft waits in the panel.
- 2
Waits for approval
The reply is ready; sending it is your decision.
- 3
Answers on its own
Sends, and stops to call you in when it gets stuck.
- 4
Full authority
Books, quotes and collects payment.
Wherever the ladder sits, every outgoing message passes the Conversation Rules and the consent check; neither layer can be switched off.
SSS
Sık sorulanlar
No. The request only reaches people whose job ended in satisfaction. After a conversation that went badly luup asks for no rating; it turns the matter into a resolution record and tells you instead. This is not a setting — it is one of the product's honesty commitments.
A negative review is treated as an open customer problem, not a scoring problem. luup drafts a reply, suggests moving the matter to a private channel and links the record to the customer. Nothing is published without your approval.
No. Offering a discount, gift or priority for a rating breaches the rules of most platforms, and luup will not produce it. The request rests only on the fact that the job ended well.
Your Google business profile, marketplace ratings and any other public sources you connect are watched. When a new review lands, luup tries to match it to the relevant customer record; if no match is found the review still enters the reply queue.