Reviews land on Google Business Profile, in Wolt and Bolt Food ratings, and on Facebook and Instagram, and the manager finds time to answer only late in the evening. The agent collects, classifies and drafts a reply in your tone, and a person always publishes.
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For a restaurant or cafe, reviews are the main source of new guests, but the work with them is chaotic. Unanswered ratings pile up on Google Business Profile, guests complain about cold food or a missing sauce in Wolt and Bolt Food ratings, they discuss service in Facebook and Instagram comments, and a complaint arrives directly on Messenger. The manager answers when there is time, often in a rush and not always in the same tone. Trends, such as repeated complaints about waiting on Friday evenings or about cold potatoes in Wolt orders, become visible only when someone decides to read all of the month's reviews.
We implement a Copilot Studio agent in your Microsoft 365 tenant with a Power Automate flow. Every day the flow collects new reviews from Google Business Profile, the Wolt and Bolt Food partner portals, and Facebook and Instagram into one SharePoint list. The agent assigns each one a topic (service, kitchen, prices, cleanliness, waiting time, delivery, atmosphere), detects the sentiment and drafts a reply based on your tone guidelines and examples, taking into account the specific complaint or praise. Drafts appear in a Teams channel with a link to the original, and the manager or host edits and publishes them in Google Business Profile or the Wolt portal. The agent never posts publicly. On Monday the manager receives a summary in Teams: how many reviews per channel, which topics are most frequent, what recurs by weekday or shift, and a few example quotes. The data stays in your Microsoft 365 tenant, and guest names are not included in the summary.
Four steps from input to a record in your system, with human approval wherever there is risk.
Every day the flow collects reviews from Google Business Profile, the Wolt and Bolt Food partner portals, and Facebook and Instagram into a single SharePoint list with a link to the original, the channel and the date. Nothing has to be copied by hand.
The Copilot Studio agent assigns a topic and sentiment, then writes a reply draft following your tone guidelines: how to thank, how to apologise, when to invite direct contact. Negative Google and Wolt reviews are flagged as a priority because they affect the rating.
The draft appears in a Teams channel with the original and a link to Google Business Profile or the Wolt partner portal. The manager or host edits it if needed and publishes on the platform. The agent does not write publicly and has no publishing rights on your accounts.
On Monday the manager receives a summary with topic frequency by channel, change and examples. Every month we review whether the topics and tone guidelines still fit, and we connect new channels, for example Messenger complaints.
A Power Automate flow that collects reviews from Google Business Profile, Wolt, Bolt Food, Facebook and Instagram into one SharePoint list in your tenant.
An agent that classifies reviews by topic and channel and writes reply drafts based on your tone guidelines and approved examples.
A channel where the host sees new Google and Wolt reviews, drafts and priorities, plus a weekly summary for the manager.
Reply guidelines with examples prepared together, and our support when access to Google Business Profile or the Wolt partner portal changes, or your topics do.
Copilot Studio agent + Power Automate flow with collection of reviews from Google Business Profile, Wolt and Bolt Food, and Facebook and Instagram, with a summary in Teams. We connect through platform APIs, portal exports or an email notification flow, depending on your accounts. Read more about this service and its limits on the service page.
We take Google Business Profile reviews through its API, and Wolt and Bolt Food ratings through the partner portal export or an email notification flow, depending on what your partner account allows. We connect Facebook and Instagram through the page API. We choose the integration method after a check, and we do not claim an official partnership with these platforms.
Technically it is possible, but we do not recommend it and do not implement it by default. Public communication in the restaurant's name on Google Business Profile or Wolt stays with a person, while the agent saves time by preparing the draft and the priorities.
A Copilot Studio agent and Power Automate are licensed separately from Microsoft 365 Copilot, so full Copilot licences are not required. We review your existing Microsoft 365 licences and suggest a suitable option.
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