MWMS MCR

MWMS Customer Review And Reputation Automation Framework

Version: v1.0
Status: Draft For MCR
Parent Page: AIBS Brain
Document Type: Operating Framework
Authority Level: MCR Source Of Truth
Created: June 28, 2026
Last Reviewed: June 28, 2026
Primary Initial Platform: Google Business Profile
Source Intelligence: AI Automations By Jack Google Review System Block

Purpose

The MWMS Customer Review And Reputation Automation Framework defines how MWMS designs, operates, governs and improves automated systems that collect customer feedback, request legitimate public reviews, support service recovery, prepare business responses and convert reputation signals into operational learning.

The framework exists because customer reviews are not merely marketing assets. They influence trust, local visibility, conversion, customer confidence, business credibility and the ability of an MWMS project or client business to compete in its market.

Google Business Profile is the primary initial platform because of its importance to local discovery, map visibility, trust and buying decisions. The framework must remain extensible to other approved review platforms without weakening platform specific controls.

Core Principle

MWMS must never treat review automation as a mechanism for manufacturing praise.

The system must create a controlled pathway through which genuine customers can provide honest feedback, unresolved problems can be recovered, satisfied customers can be invited to publish an authentic review and the business can respond consistently and responsibly.

The system must optimise the process, not manipulate the customer.

Framework Outcome

A compliant implementation must help the business:

  1. Confirm that a real customer interaction or service event occurred.
  2. Contact the customer through an approved channel.
  3. Ask for genuine feedback at an appropriate time.
  4. detect dissatisfaction or unresolved issues.
  5. route service recovery to the correct human or operational owner.
  6. invite eligible customers to leave an honest public review.
  7. reduce friction in the review submission process.
  8. prepare accurate and brand aligned review responses.
  9. monitor review activity and unresolved reputation risks.
  10. convert review and feedback data into business improvement signals.
  11. preserve consent, opt out, privacy and platform compliance.
  12. measure commercial and operational impact.

Scope

This framework governs:

  1. Review request eligibility.
  2. Service completion triggers.
  3. Customer identity matching.
  4. Contact permission and channel readiness.
  5. Feedback collection.
  6. Sentiment and issue classification.
  7. Public review invitation workflows.
  8. Private service recovery workflows.
  9. Review link delivery.
  10. Review drafting assistance.
  11. Review monitoring.
  12. Business response preparation.
  13. Human escalation.
  14. Do Not Contact controls.
  15. Customer data handling.
  16. Review and feedback records.
  17. Reporting and operational learning.
  18. Multi client and multi location separation.
  19. Platform specific configuration.
  20. Productisation and client delivery.

Out Of Scope

This framework does not authorise:

  1. Fake reviews.
  2. Reviews from people who did not receive the product or service.
  3. Employee, contractor or owner reviews presented as customer reviews.
  4. Purchased reviews.
  5. Review exchange schemes.
  6. Incentives that breach platform rules or distort review authenticity.
  7. Suppression, deletion or concealment of legitimate negative feedback.
  8. Automated publication of customer reviews without customer approval.
  9. Automated publication of business responses without the required approval level.
  10. Creation of fabricated customer experiences.
  11. Impersonation of customers.
  12. Review gating designed to prevent dissatisfied customers from accessing a public review platform where such gating breaches platform rules.
  13. Use of personal customer information in a public response without authority.

Operating Model

The standard operating flow is:

Verified Customer Event

Then

Eligibility And Consent Check

Then

Customer Contact

Then

Experience And Feedback Capture

Then

Issue And Sentiment Assessment

Then one of three routes:

Route One

Service Recovery And Human Escalation

Route Two

Honest Public Review Invitation

Route Three

No Further Contact

Then

Review Monitoring

Then

Business Response Preparation

Then

Approval And Publication

Then

Reputation Reporting And Operational Learning

Google Business Profile Position

Google Business Profile is the primary initial review platform for this framework.

An implementation must recognise that Google reviews can influence:

  1. Brand trust.
  2. Local search visibility.
  3. Map pack competitiveness.
  4. Click through behaviour.
  5. Call and direction requests.
  6. Website visits.
  7. Appointment confidence.
  8. Purchase confidence.
  9. Perceived service quality.
  10. Competitive differentiation.

Google Business Profile importance does not remove the need for platform compliance. MWMS must follow the current platform rules in force at the time of operation.

Review System Components

A complete review and reputation system may contain:

  1. Customer or appointment source.
  2. Service completion control.
  3. Customer record.
  4. Contact and consent record.
  5. Messaging workflow.
  6. Sentiment and issue classification.
  7. AI conversation agent.
  8. Review invitation workflow.
  9. Review platform link.
  10. Review drafting assistant.
  11. Human escalation workflow.
  12. Review monitoring workflow.
  13. Business response assistant.
  14. Knowledge source.
  15. Reputation dashboard.
  16. Audit history.
  17. Reporting and improvement workflow.

A simple implementation may use fewer components, but it must not remove the controls required for authenticity, consent, escalation, privacy and auditability.

Trigger Standard

A review workflow must begin from an approved and verifiable event.

Approved triggers may include:

  1. Appointment marked completed.
  2. Service marked delivered.
  3. Order marked fulfilled.
  4. Project milestone accepted.
  5. Support case resolved.
  6. Client onboarding stage completed.
  7. Event attendance confirmed.
  8. Product delivery confirmed.
  9. Approved manual trigger.

The system must not request a review merely because a contact exists in a database.

Each trigger must preserve:

  1. Customer identifier.
  2. Business or client identifier.
  3. Location identifier when relevant.
  4. Service or product identifier.
  5. Event type.
  6. Event date and time.
  7. Trigger source.
  8. Trigger authority.
  9. Review eligibility status.
  10. Contact permission status.

Eligibility Standard

Before contact, the system must confirm:

  1. The customer interaction is genuine.
  2. The service event is complete or the approved milestone has occurred.
  3. The customer has not already been contacted beyond the approved frequency.
  4. The customer has not opted out.
  5. The customer is not marked Do Not Contact.
  6. The contact detail is valid.
  7. The business has a lawful and approved basis for the message.
  8. The correct business and location review link is available.
  9. No unresolved critical complaint makes automated outreach inappropriate.
  10. The contact falls within the approved timing window.
  11. The customer is not excluded by an operational suppression rule.

The eligibility decision must be recorded.

Customer Identity And Record Matching

The system must reliably match the incoming or responding customer to the correct source record.

Matching may use:

  1. Customer identifier.
  2. Appointment identifier.
  3. Order identifier.
  4. Email address.
  5. Normalised telephone number.
  6. Messaging platform identifier.
  7. Client identifier.
  8. Location identifier.
  9. Approved combination of identifiers.

Telephone numbers and other identifiers must be normalised before comparison.

The system must not disclose customer information when identity matching is uncertain.

Contact Channel Standard

Approved channels may include:

  1. SMS.
  2. WhatsApp Business.
  3. Email.
  4. Approved in application messaging.
  5. Approved customer portal messaging.

The selected channel must be appropriate for the customer relationship, consent state, jurisdiction, platform rules and client configuration.

Each contact must record:

  1. Channel.
  2. Sender identity.
  3. Template or message version.
  4. Time sent.
  5. Delivery status when available.
  6. Customer response.
  7. Opt out state.
  8. Escalation state.
  9. Conversation summary.
  10. Next permitted action.

Initial Message Standard

The initial message must:

  1. Identify the business.
  2. Relate to a genuine recent interaction.
  3. Ask about the customer experience.
  4. Avoid assuming the customer was satisfied.
  5. Avoid pressuring the customer to provide a positive review.
  6. provide a clear way to stop further contact.
  7. use the approved business voice.
  8. avoid unnecessary personal information.
  9. remain concise and understandable.
  10. support a natural response.

Sentiment And Issue Assessment

The system may use AI to assist with classification, but AI classification must not be treated as infallible.

Classification should distinguish at minimum:

  1. Positive experience.
  2. Neutral or unclear experience.
  3. Negative experience.
  4. Service issue.
  5. Safety or legal concern.
  6. Refund or billing concern.
  7. Abuse, threat or harassment.
  8. Unrelated message.
  9. Opt out request.
  10. Human assistance required.

The system should also identify:

  1. Issue urgency.
  2. Issue type.
  3. Customer emotion.
  4. Whether the customer is asking a question.
  5. Whether the business has enough evidence to respond.
  6. Whether public review outreach remains appropriate.
  7. Whether a human must take over.

Negative Feedback And Service Recovery

Negative or unresolved feedback must not be ignored.

The system must:

  1. acknowledge the concern appropriately.
  2. stop the public review invitation workflow when required.
  3. create a service recovery record.
  4. assign or route the issue to the correct owner.
  5. preserve the customer message.
  6. provide the relevant business context.
  7. set an urgency level.
  8. define the next required action.
  9. record follow up.
  10. keep the customer informed when appropriate.
  11. preserve the right of the customer to provide honest public feedback.
  12. avoid making promises the business cannot fulfil.

Critical matters must be escalated immediately according to the client or project escalation matrix.

Public Review Invitation Standard

A public review invitation must:

  1. invite an honest review.
  2. avoid directing the customer to provide a particular star rating.
  3. avoid fabricated wording.
  4. use the correct platform and location link.
  5. make the process easy.
  6. preserve customer choice.
  7. avoid excessive follow up.
  8. comply with the review platform rules.
  9. comply with applicable communication and privacy requirements.
  10. be recorded.

The invitation may be delivered after a positive interaction signal, but the overall workflow must not be designed to unlawfully or deceptively prevent dissatisfied customers from reviewing the business.

Review Drafting Assistance

The system may help a customer turn their own stated experience into a clearer draft when the customer requests or accepts that assistance.

The drafting assistant must:

  1. use only information provided or confirmed by the customer.
  2. preserve the customer’s actual meaning.
  3. avoid inventing services, outcomes, names, locations or experiences.
  4. avoid inserting unsupported claims.
  5. present the draft to the customer for review.
  6. make clear that the customer may change or reject it.
  7. never publish on behalf of the customer.
  8. avoid forcing search keywords into unnatural wording.
  9. preserve authenticity over optimisation.
  10. avoid guaranteed or misleading outcome claims.

Search relevance may improve naturally when a genuine review includes the service, location, problem and outcome. The system must not convert the customer’s review into keyword spam.

Do Not Contact Standard

Do Not Contact is a hard control.

When a customer opts out or is marked Do Not Contact:

  1. Review outreach must stop.
  2. Follow up messages must stop unless legally or operationally required.
  3. The suppression status must be stored centrally.
  4. All connected workflows must respect the status.
  5. The effective time and source must be recorded.
  6. Re entry must require an approved and auditable basis.
  7. Deleting contact data must follow the applicable retention and legal requirements.

The system must not rely on an AI agent remembering the opt out inside conversation history.

The Do Not Contact state must exist as a structured and enforceable record.

Human In The Loop Standard

Human review is required when:

  1. The customer requests a person.
  2. The agent lacks enough information.
  3. The issue is sensitive.
  4. The issue may create legal, safety or regulatory exposure.
  5. The customer is highly dissatisfied.
  6. A refund, compensation or remedy may be required.
  7. The system detects conflicting records.
  8. Identity is uncertain.
  9. The proposed response could materially affect the customer relationship.
  10. The client configuration requires approval.

An escalation packet should include:

  1. Customer identity.
  2. Business and location.
  3. Relevant appointment, order or service record.
  4. Customer messages.
  5. AI conversation summary.
  6. Classified issue.
  7. Urgency.
  8. Suggested next action.
  9. Actions already taken.
  10. Response deadline.

Review Monitoring

The system should monitor approved review platforms for:

  1. New reviews.
  2. Star rating.
  3. Review text.
  4. Reviewer identity when lawfully available.
  5. Business location.
  6. Publication time.
  7. Response status.
  8. Escalation status.
  9. Potential spam or policy issues.
  10. Trends and repeated themes.

Monitoring frequency must respect platform access methods, technical limits and approved integrations.

Business Response Standard

A review response assistant may prepare a draft response using:

  1. The published review.
  2. Approved business information.
  3. Relevant customer history when lawful and appropriate.
  4. Prior communication.
  5. Service context.
  6. Business voice and response standards.
  7. Approved recovery policy.
  8. Relevant knowledge sources.

The response must:

  1. acknowledge the reviewer.
  2. respond to the substance of the review.
  3. remain professional.
  4. avoid revealing private customer details.
  5. avoid arguing with the customer.
  6. avoid unsupported claims.
  7. avoid admitting liability without authority.
  8. avoid incentives for removal or alteration of the review.
  9. route sensitive matters to private resolution.
  10. preserve brand voice.
  11. be reviewed according to the configured approval level.
  12. be stored with its evidence and approval history.

Automated publication of responses must only be enabled when explicitly approved and when the response class is low risk.

High risk responses must remain human approved.

Knowledge And Context Standard

A response agent may use:

  1. Approved business information.
  2. Services and product descriptions.
  3. Location information.
  4. Policies.
  5. Approved offers.
  6. Support procedures.
  7. Prior customer communications.
  8. Relevant appointment or order data.
  9. Approved tone and voice guidance.
  10. Review response examples.

Knowledge access must follow the MWMS External Knowledge Engine And Reasoning Agent Separation Framework and the MWMS AI Agent Memory And Context Framework.

The system must distinguish:

  1. Published review evidence.
  2. Verified customer record evidence.
  3. Business knowledge.
  4. AI inference.
  5. Suggested response language.

The system must not present inference as verified fact.

Review And Feedback Record Standard

The operational source of truth must preserve structured records for:

  1. Customer.
  2. Client or business.
  3. Business location.
  4. Service event.
  5. Contact permission.
  6. Do Not Contact status.
  7. Review eligibility.
  8. Outreach attempts.
  9. Conversation messages.
  10. Sentiment.
  11. Issue classification.
  12. Service recovery status.
  13. Review invitation status.
  14. Review platform.
  15. Review link.
  16. Review publication status.
  17. Star rating.
  18. Review text.
  19. Business response status.
  20. Draft response.
  21. Approval status.
  22. Escalation status.
  23. Assigned owner.
  24. Outcome.
  25. Created and updated timestamps.
  26. Source and workflow version.
  27. Audit history.

Conversation summaries and AI notes may support the record but must not replace the underlying structured fields and source messages.

Multi Client And Multi Location Isolation

Each implementation must isolate:

  1. Client data.
  2. Customer data.
  3. Business knowledge.
  4. Review links.
  5. Location identifiers.
  6. Messaging credentials.
  7. Review platform credentials.
  8. Brand voice.
  9. Escalation contacts.
  10. Reporting.
  11. AI context.
  12. Audit records.

No client, customer or location context may leak into another client, customer or location workflow.

Client and location identifiers must be enforced in database queries, automation workflows, retrieval calls and dashboard access.

Permissions And Access

Roles may include:

  1. MWMS System Administrator.
  2. Client Administrator.
  3. Location Manager.
  4. Customer Experience Manager.
  5. Review Responder.
  6. Service Recovery Owner.
  7. Analyst.
  8. Read Only Reviewer.

Permissions must control:

  1. Customer record access.
  2. Contact authority.
  3. Message editing.
  4. Review link configuration.
  5. Service recovery assignment.
  6. Response approval.
  7. Response publication.
  8. Knowledge editing.
  9. Reporting access.
  10. Credential access.
  11. Deletion and retention actions.
  12. Automation configuration.

AI must not receive more access than required for the assigned task.

Approval Model

The implementation must define approval requirements for:

  1. Initial outreach messages.
  2. Follow up messages.
  3. Service recovery messages.
  4. Review invitation messages.
  5. Customer review drafts.
  6. Public business responses.
  7. Sensitive complaint responses.
  8. Compensation or remedy offers.
  9. Knowledge base changes.
  10. Automation rule changes.
  11. New client or location activation.
  12. Automatic publication.

Approval states should include:

  1. Draft.
  2. Pending Review.
  3. Approved.
  4. Rejected.
  5. Published.
  6. Escalated.
  7. Withdrawn.
  8. Superseded.

Automation And Agent Boundaries

Automation may:

  1. detect completed service events.
  2. validate eligibility.
  3. normalise customer contact data.
  4. send approved messages.
  5. collect customer responses.
  6. classify sentiment and issues.
  7. create service recovery tasks.
  8. provide approved review links.
  9. prepare customer review drafts when requested.
  10. monitor review platforms.
  11. prepare business response drafts.
  12. update records.
  13. notify responsible humans.
  14. produce reports.

Automation must not:

  1. fabricate a customer.
  2. fabricate an experience.
  3. publish a customer review.
  4. override Do Not Contact.
  5. conceal a legitimate complaint.
  6. promise a remedy without authority.
  7. expose private customer information publicly.
  8. publish a high risk business response without approval.
  9. alter a review.
  10. pressure a customer to change or remove a review.
  11. bypass platform restrictions.
  12. create duplicate outreach through disconnected workflows.

Failure And Fallback Handling

The system must define behaviour for:

  1. Invalid customer record.
  2. Missing service event.
  3. Invalid phone number or email.
  4. Message delivery failure.
  5. Ambiguous customer identity.
  6. Conflicting consent states.
  7. Missing review link.
  8. AI classification uncertainty.
  9. Platform integration failure.
  10. Review monitoring failure.
  11. Knowledge retrieval failure.
  12. Duplicate trigger.
  13. Duplicate review request.
  14. Human escalation failure.
  15. Database write failure.
  16. Client credential expiry.
  17. Platform rate limit.
  18. Partial workflow completion.

Failures must be visible and recoverable.

The system must preserve enough state to retry safely without sending duplicate or inappropriate messages.

Duplicate And Frequency Controls

The implementation must define:

  1. Maximum review requests per service event.
  2. Maximum follow up attempts.
  3. Minimum time between messages.
  4. Suppression after a published review.
  5. Suppression after an opt out.
  6. Suppression during an unresolved complaint.
  7. Duplicate trigger detection.
  8. Duplicate customer and appointment detection.
  9. Re contact rules for future genuine service events.
  10. Client specific frequency limits.

A customer must not be repeatedly contacted because multiple systems observed the same service event.

Privacy And Data Protection

The system must apply:

  1. Data minimisation.
  2. Purpose limitation.
  3. Role based access.
  4. Credential protection.
  5. Retention rules.
  6. Deletion rules.
  7. Customer access and correction processes where required.
  8. Secure messaging and storage.
  9. Audit logging.
  10. Client isolation.
  11. Location isolation.
  12. Controlled knowledge retrieval.
  13. Redaction of sensitive information.
  14. Restrictions on public response content.

Private customer information must not appear in a public review response.

Platform Compliance

Each review platform may have different rules.

The implementation must maintain a platform configuration that records:

  1. Approved review request method.
  2. Prohibited incentives.
  3. Review gating restrictions.
  4. API or integration limits.
  5. Response publication rules.
  6. Content restrictions.
  7. Account ownership.
  8. Location identifiers.
  9. Review link format.
  10. Monitoring method.
  11. Current policy review date.
  12. Responsible owner.

Platform rules must be checked before activation and reviewed periodically.

Google Business Profile Controls

For Google Business Profile implementations, the system must at minimum preserve:

  1. Correct business profile.
  2. Correct location.
  3. Correct review link.
  4. Verified account ownership.
  5. Approved response authority.
  6. Location specific reporting.
  7. Review and response history.
  8. Escalation for policy disputes.
  9. Prevention of fabricated or incentivised reviews.
  10. Prevention of customer impersonation.

Local Search And Content Use

Review intelligence may be shared with approved MWMS systems for:

  1. Local search analysis.
  2. Service page improvement.
  3. Frequently asked question development.
  4. Offer clarification.
  5. Customer experience improvement.
  6. Sales objection analysis.
  7. Content topic discovery.
  8. Proof and testimonial identification.
  9. Product and service improvement.
  10. Reputation risk detection.

Public use of customer review content must respect platform terms, customer privacy, attribution requirements and internal approval rules.

A review must not be edited into a materially different claim.

Operational Learning

Review and feedback data should produce structured learning such as:

  1. Frequently praised services.
  2. Frequently mentioned staff.
  3. Common customer outcomes.
  4. Repeated complaints.
  5. Operational failure points.
  6. Communication weaknesses.
  7. Service recovery effectiveness.
  8. Location differences.
  9. Response time performance.
  10. Review conversion rate.
  11. Review velocity.
  12. Rating trend.
  13. Review topic trend.
  14. Customer language.
  15. Offer and service clarity.

The system should route the right learning to the right owner rather than merely display a dashboard.

Measurement Framework

Core measures may include:

  1. Eligible completed service events.
  2. Customers contacted.
  3. Message delivery rate.
  4. Customer response rate.
  5. Positive feedback rate.
  6. Neutral feedback rate.
  7. Negative feedback rate.
  8. Service recovery cases created.
  9. Service recovery resolution rate.
  10. Review invitations sent.
  11. Review link click rate.
  12. Published review rate.
  13. Average rating.
  14. Rating trend.
  15. Review velocity.
  16. Response coverage.
  17. Median response time.
  18. Escalation rate.
  19. Opt out rate.
  20. Duplicate contact rate.
  21. Complaint recurrence.
  22. Location performance.
  23. Cost per published review.
  24. Revenue or conversion correlations where evidence supports them.

Metrics must not reward teams for suppressing negative feedback or pressuring customers.

Dashboard Standard

A reputation dashboard should show:

  1. Eligible events.
  2. Outreach status.
  3. Active conversations.
  4. Service recovery queue.
  5. Review invitation queue.
  6. Published reviews.
  7. Rating and trend.
  8. Unanswered reviews.
  9. Draft responses awaiting approval.
  10. High risk reviews.
  11. Opt out and Do Not Contact events.
  12. Delivery failures.
  13. Location comparison.
  14. Customer issue themes.
  15. Workflow failures.
  16. Audit history.

The dashboard must make action ownership and next required action visible.

Productisation Standard

A productised MWMS review and reputation system must define:

  1. Target business type.
  2. Supported review platforms.
  3. Supported locations.
  4. Supported messaging channels.
  5. Setup scope.
  6. Integration scope.
  7. Customer record source.
  8. Trigger source.
  9. Review link configuration.
  10. Brand voice configuration.
  11. Knowledge configuration.
  12. Escalation matrix.
  13. Approval model.
  14. Reporting package.
  15. Support level.
  16. Usage limits.
  17. Messaging costs.
  18. Platform costs.
  19. Data retention.
  20. Compliance responsibilities.
  21. Client responsibilities.
  22. Exclusions.
  23. Change request process.
  24. Ongoing optimisation scope.

The offer must be priced and scoped around the business outcome and operational coverage, not around the number of automation nodes.

Minimum Viable Implementation

The minimum viable system requires:

  1. One verified service completion trigger.
  2. One central customer record source.
  3. One approved contact channel.
  4. One Do Not Contact control.
  5. One feedback collection flow.
  6. One sentiment and issue classification step.
  7. One service recovery route.
  8. One approved Google Business Profile review link.
  9. One review invitation flow.
  10. One human escalation route.
  11. One operational record.
  12. One basic report.

The minimum viable system must be safe and auditable before additional AI or interface complexity is added.

Advanced Implementation

An advanced implementation may include:

  1. Multi location routing.
  2. Multi channel communication.
  3. AI conversation agent.
  4. Customer requested review drafting assistance.
  5. Review platform monitoring.
  6. AI assisted response drafting.
  7. Knowledge retrieval.
  8. Prior customer communication retrieval.
  9. Reranked context retrieval.
  10. Automated low risk response publication.
  11. Service recovery dashboards.
  12. Location benchmarking.
  13. Trend and topic analysis.
  14. Content and SEO routing.
  15. Client portal.
  16. Subscription and entitlement controls.
  17. White label delivery.
  18. Multi tenant architecture.

Advanced features must not bypass the core controls.

Cross Brain Relationships

AIBS Brain

Owns the reusable business system, workflow, records, productisation, client delivery and operational governance.

Customer Experience Or Service Operations

Owns service recovery policy, customer remedies and operational improvement actions where those functions exist.

Sales Brain

May consume trust and objection signals but does not own review collection or public response operations.

Content Brain

May use approved review themes, testimonials and customer language for content production.

SEO Brain

May consume legitimate review and local reputation signals for local search analysis. SEO Brain does not own customer sentiment, review authenticity or service recovery.

Research Brain

May analyse external review markets, competitors and customer language.

Data Brain

Owns governed data structures, retrieval, evidence, provenance and analytical access.

HeadOffice

Owns cross Brain oversight, priorities, risk escalation, standards and system health.

Client Communication Automation

May deliver approved messages but does not own the review and reputation lifecycle.

Lead Intake Qualification And Follow Up Automation

Owns prospect and lead progression. It may hand off completed customer events but does not own post service reputation management.

MWMS AI Agent Memory And Context Framework

Governs persistent memory, context boundaries and customer or client isolation.

MWMS External Knowledge Engine And Reasoning Agent Separation Framework

Governs knowledge retrieval, evidence packets, reranking, grounding and citation.

MWMS AI App Builder And Productized Interface Framework

Governs dashboards, portals, access and interface delivery.

Required Implementation Documents

Each production implementation should maintain:

  1. System Scope.
  2. Client And Location Register.
  3. Trigger Map.
  4. Customer Record Map.
  5. Contact Permission Map.
  6. Review Platform Configuration.
  7. Message Template Register.
  8. Escalation Matrix.
  9. Approval Matrix.
  10. Do Not Contact Rules.
  11. Data Schema.
  12. Integration Register.
  13. Credential Register.
  14. Knowledge Source Register.
  15. Failure And Retry Rules.
  16. Reporting Definition.
  17. Test Plan.
  18. Change Log.
  19. Incident Log.
  20. Current Operational Save Point.

Testing Standard

Before production activation, test:

  1. Valid completed service event.
  2. Invalid event.
  3. Duplicate event.
  4. Valid customer match.
  5. Ambiguous customer match.
  6. Invalid contact detail.
  7. Do Not Contact customer.
  8. Positive response.
  9. Neutral response.
  10. Negative response.
  11. Critical complaint.
  12. Opt out request.
  13. Review invitation.
  14. Incorrect review link prevention.
  15. Customer requested draft.
  16. Draft rejection.
  17. Human escalation.
  18. Message delivery failure.
  19. Review monitoring.
  20. Business response draft.
  21. Sensitive review response.
  22. Client isolation.
  23. Location isolation.
  24. Knowledge retrieval failure.
  25. Database failure.
  26. Safe retry.
  27. Audit record creation.
  28. Reporting accuracy.

Production activation requires evidence that the control paths work, not merely that the happy path works.

Governance Rules

  1. Authenticity is mandatory.
  2. Customer choice is preserved.
  3. Do Not Contact is a hard system control.
  4. Negative feedback must create learning or recovery, not suppression.
  5. AI may assist but must not fabricate.
  6. Public responses must protect customer privacy.
  7. Client and location data must remain isolated.
  8. Review platform rules must be checked and maintained.
  9. Every automated action must be traceable.
  10. High risk communication requires human control.
  11. Metrics must not incentivise manipulation.
  12. The operational source of truth must remain structured and auditable.
  13. Platform importance does not justify policy circumvention.
  14. The system must create real reputation value from real customer experience.

Success Condition

The framework is successful when MWMS can deploy a reusable, compliant and measurable review and reputation system that:

  1. captures genuine customer experience.
  2. reduces friction for honest public reviews.
  3. identifies dissatisfied customers early.
  4. supports timely service recovery.
  5. improves review response consistency.
  6. strengthens Google Business Profile and broader reputation performance.
  7. protects customer choice and privacy.
  8. produces operational learning.
  9. scales across clients and locations without data leakage.
  10. remains auditable, governed and commercially useful.

Change Log

v1.0

Created the MWMS Customer Review And Reputation Automation Framework.

Established Google Business Profile as the primary initial review platform.

Defined verified service triggers, eligibility, consent, customer identity matching, contact channels, sentiment assessment, service recovery, review invitations, customer requested review drafting, Do Not Contact enforcement, human escalation, monitoring, business response preparation, knowledge use, structured records, client isolation, approvals, automation boundaries, failure handling, platform compliance, local search routing, reporting, productisation and testing.

Absorbed the strongest durable intelligence from the AI Automations By Jack Google Review System block while adding MWMS governance, privacy, authenticity, multi client, multi location, audit and platform compliance controls.

Impact Declaration

This framework creates a new AIBS Brain operating capability.

It does not replace the MWMS Lead Intake Qualification And Follow Up Automation Framework, the MWMS Client Communication Automation Framework, SEO Brain, Content Brain or customer service operations.

It owns the complete post service customer review and reputation lifecycle and provides governed outputs to those adjacent systems.

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