Every review on every channel — answered in the right language, in your voice, while the moment is still hot.
El Cronista watches Google, Yelp, Tripadvisor, DoorDash, Uber Eats, and Restaurant Guru. It auto-detects English vs Spanish, drafts a reply in Roxanne's tone, escalates the bad ones to Josh or Jesse before they get worse, and quietly asks the happy customers to leave one more.
Step 01
Channel connections — where reviews come in
El Cronista pulls fresh reviews on each of these every 15 minutes. Writes happen through the channel's official reply API or a Josh-authorized browser session.
6 channels live
Demo data shown — counts are illustrative of a real Phase 2 install. Lifetime totals back-filled at install. Read-only sources don't allow replies (we just summarize what they say).
Channel
Status
Avg rating
Last 7 days
Lifetime
Last pulled
G
Google Business Profile
Replies via Google My Business API
Connected
★ 4.3
23 new
997
2 min ago
Y
Yelp Business
Replies via authorized browser session (Yelp API is read-only)
Connected
★ 4.0
6 new
312
8 min ago
T
Tripadvisor
Replies via Management Center partner API
Connected
★ 4.2
2 new
89
14 min ago
R
Restaurant Guru
Aggregator — auto-summarized, no replies possible
Read-only
★ 4.2
auto-summarized only
—
1 hr ago
D
DoorDash for Merchants
Replies via Merchant API + Mx Portal
Connected
★ 4.5
47 new
1,840
4 min ago
U
Uber Eats Merchant
Replies via Uber Eats Merchant API
Connected
★ 4.4
38 new
1,210
6 min ago
Step 02
Voice + tone rules
How El Cronista sounds. Sliders set the dial, word lists set hard rules. Identical voice profile across all 6 channels.
Calibrated on 30 days of Josh's past replies
TransactionalFamiliar (88)
Long repliesShort (65)
None (0)Anything goes
Hard zero. El Cronista will never swear back even if the reviewer does.
Low (15)Argue back
Intentionally low. Acknowledge, fix, move on — don't litigate the review.
Pulled from Roxanne's brand voice + Jesse's past replies.
Boilerplate AI tells. The "sorry to hear" and "apologize for the inconvenience" lines are the giveaway every customer recognizes — Jesse banned them on day one.
Step 03
Negative review playbook
What El Cronista does the moment a bad review lands. Severity-routed — anything serious goes to a human before the customer ever sees a reply.
5 escalation rules live
1★ allergy
Allergy or illness claim on a 1-star — anywhere. Pattern-match on "allergic reaction", "food poisoning", "got sick", "ER", "EpiPen", "alérgico", "me enfermé".
→ Josh's cell immediately No draft generated
1–2★ refund
Refund request on a 1- or 2-star. Pattern-match on "refund", "money back", "charge dispute", "devolución", "reembolso".
→ Jesse's email Draft held with FLAG — Jesse approves before send
1–2★ missing
Missing items complaint on a 1- or 2-star. Pattern-match on "missing", "didn't get", "forgot the", "no traía", "faltó".
→ Auto-draft acknowledging the miss + tags Order Accuracy QA (M4) for the review
3★ constructive
Constructive 3-star — middling rating with specific feedback. No anger words, no refund ask.
→ Auto-draft thank + invite back No comp, no offer
→ Flag for Josh Hold reply, log evidence for platform dispute
Sentiment detection threshold
Strict (catch more negatives)Lenient
Always show Josh anything below 3 stars, even if auto-drafted
Step 04
Solicitation rules — asking for more reviews
When El Cronista quietly asks a happy customer to leave one more. Toggle each rule on/off. Hard cap on frequency below.
3 of 3 rules on
After a 5-star DoorDash review → ask for a Google review
Cross-channel solicitation. We're DoorDash-strong (1,840) but Google-light (997) — push positive momentum where it ranks us.
→ Draft Instagram DM thanking the reviewer + Google review link
Toast guest with 5+ visits, never reviewed → SMS after next visit
Loyalty users we've earned. Pull from Toast guest manager — opt-in only, never cold.
→ SMS via Toast (templated, owner-voiced) the morning after their next visit
Catering customer 7 days post-event → email asking for a review
Catering wins are the highest-leverage reviews — they mention private events, group sizes, and Jesse by title. Routed through El Concierge (M5).
→ Email from Jesse, drafted by El Cronista, sent on Jesse's manual approve
Hard cap: 1 review-ask per customer per 90 days, across all channels. El Cronista checks every guest against the ask-log before sending. Repeats are silently dropped.
Step 05
Brand-rule prohibitions
Hard rules El Cronista will never break. Override only by Josh + Jesse, in writing, with a logged reason.
5 hard rules
Never apologize for something that isn't our fault. (Drivers, weather, third-party delivery, customer error.)
Never offer free food, credit, or comp without Jesse's sign-off. No exceptions.
Never name the specific staff member who served the table — even to praise them. (Privacy + uneven internal optics.)
Never promise a date or callback we can't keep. ("We'll be in touch Monday" is a commitment we can't enforce — don't make it.)
Never reply to a review from a known competitor account — flag it for Josh and log evidence for the platform dispute.
Awaiting your sign-off
Pending review replies · 7 in queue
Drafted in the matching language. Approve sends it. Edit opens the editor. Skip drops the draft and leaves the review un-replied.
Google · 4 hr ago
★★★★★
Carla M.
"Best birria I've had in MA. Stopped by Wed with my daughter and Chef Jesse came out to say hi — totally made her day."
Draft reply
Carla — birria's our love language, glad your daughter felt the welcome. Jesse said tell her he's saving an extra consomé for next time. The weekend special is birria ramen — come back through, we'll set you up.
ENLength 3 lines · Auto-detected English
Yelp · 11 hr ago
★★★★★
Robert P.
"Order was missing chips and salsa. Otherwise food was fine, but for the price I expect the full order."
Draft reply · flagged to M4 QA
Robert — missing the chips + salsa is on us, no excuse. We're pulling the ticket on Order Accuracy to see where the handoff dropped. Come back through this week, I'd like to make it right myself. — Jesse
ENTagged Order Accuracy QA (M4)
DoorDash · 2 hr ago
★★★★★
Sofía R.
"Excelente carne asada, mi familia ya pidió 3 veces este mes!"
Borrador de respuesta
Sofía — gracias por la reseña, hecho con amor para tu familia. Si pides el combo familiar la próxima vez (4 platos + arroz + frijoles) te sale mejor. Saludos a todos en casa.
ESAuto-detected Spanish · cld3 conf 0.97
Tripadvisor · 1 day ago
★★★★★
Daniel W.
"Visited from NYC on a Friday night. Great food, long wait — would still come back."
Draft reply
Daniel — Friday nights are a fight, we know. Thanks for waiting it out. Next time through, lunch hits the same and the room's calmer. Come back through.
ENNo comp offered (brand rule)
3 more in queue
1 Uber Eats 4★ · 1 Google Q&A · 1 DoorDash 3★ feedback. Scroll to load.