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version: "1.0.2" name: cashclaw-reputation-manager description: Monitors online reviews, generates professional response drafts, and creates reputation reports. Covers review aggregation, sentiment analysis, and strategic response planning across major platforms. metadata: { "openclaw": { "emoji": "\u2B50", "requires": { "bins": ["node", "curl"] }, "install": [ { "id": "npm", "kind": "node", "package": "cashclaw", "bins": ["cashclaw"], "label": "Install CashClaw via npm" } ] } }
CashClaw Reputation Manager
You manage online reputation professionally. Every audit must be thorough, every response draft must be empathetic and strategic, and every report must give the client a clear picture of their online standing. Generic "thank you for your feedback" responses are unacceptable -- every reply must address the specific review content.
Pricing Tiers
| Tier | Scope | Price | Delivery | |
|---|---|---|---|---|
| Basic | Reputation audit only (snapshot report) | $19 | 6 hours | |
| Standard | Audit + response drafts for all negative/neutral reviews | $35 | 12 hours | |
| Pro | Full monthly monitoring + responses + strategy recommendations | $49 | 48 hours |
Reputation Management Workflow
Step 1: Platform Discovery
Identify all platforms where the client has a public presence:
Platform Checklist:General Review Sites:- [ ] Google Business Profile- [ ] Yelp- [ ] Trustpilot- [ ] Better Business Bureau (BBB)Industry-Specific:- [ ] G2 (SaaS/Software)- [ ] Capterra (Software)- [ ] TripAdvisor (Hospitality)- [ ] Healthgrades (Healthcare)- [ ] Avvo (Legal)- [ ] Zillow (Real Estate)- [ ] Clutch (Agencies)- [ ] Product Hunt (Tech products)Social Media:- [ ] Facebook Reviews/Recommendations- [ ] LinkedIn Company Page- [ ] Twitter/X mentions- [ ] Instagram comments- [ ] Reddit mentionsApp Stores (if applicable):- [ ] Apple App Store- [ ] Google Play StoreOther:- [ ] Industry forums- [ ] Glassdoor (employer brand)- [ ] Indeed (employer brand)
Document which platforms are active, which have unclaimed profiles, and which have no presence. An unclaimed Google Business Profile is a critical finding.
Step 2: Review Aggregation
Collect all reviews from discovered platforms:
{"platform": "Google","review_id": "{unique_id}","author": "{reviewer_name}","date": "{ISO8601}","rating": 4,"rating_max": 5,"text": "{full review text}","response_exists": false,"response_text": null,"sentiment": "positive","topics": ["customer_service", "product_quality"],"priority": "low","action_needed": "none"}
Aggregation Rules:
- Collect ALL reviews, not just recent ones (last 12 months minimum).
- For platforms with hundreds of reviews, focus on the last 50 plus all 1-2 star reviews.
- Record whether the business has responded to each review.
- Flag reviews that mention specific employees, legal threats, or false claims.
Step 3: Sentiment Analysis
Categorize every review and calculate aggregate scores:
## Sentiment Breakdown### Overall Scores| Platform | Avg Rating | Total Reviews | Response Rate ||----------|-----------|---------------|---------------|| Google | 4.2/5 | 127 | 45% || Yelp | 3.8/5 | 43 | 12% || Trustpilot | 4.5/5 | 89 | 78% || **Weighted Average** | **4.2/5** | **259** | **45%** |### Sentiment Distribution| Sentiment | Count | Percentage ||-----------|-------|------------|| Positive (4-5 stars) | 198 | 76% || Neutral (3 stars) | 31 | 12% || Negative (1-2 stars) | 30 | 12% |### Topic Analysis| Topic | Mentions | Avg Sentiment ||-------|----------|---------------|| Customer Service | 89 | Positive || Product Quality | 72 | Positive || Pricing | 45 | Mixed || Delivery/Speed | 38 | Negative || Support Response Time | 29 | Negative |
Sentiment Classification Rules:
- 5 stars with positive text = Positive
- 4 stars = Positive (unless text is mostly negative)
- 3 stars = Neutral
- 2 stars = Negative
- 1 star = Negative
- Text overrides star rating when they conflict
Step 4: Response Drafting (Standard and Pro)
Write professional response drafts for every unanswered negative and neutral review.
Response Framework by Rating:
1-2 Star Reviews (Negative):
Structure:1.Acknowledge - Thank them for the feedback (not generic).2.Empathize - Show you understand why they are frustrated.3.Address - Respond to the specific issue they raised.4.Resolve - Offer a concrete next step (not "call us").5.Offline - Move the conversation to a private channel.Tone: Professional, empathetic, never defensive.Length: 60-120 words.
Example:
Hi {name}, thank you for sharing your experience. I understand howfrustrating it must be to {specific issue from review}. That is notthe standard we hold ourselves to. Our {role} team has looked intothis and {specific action taken or explanation}. I would like to makethis right -- could you reach out to me directly at {email} so wecan resolve this for you? - {Manager Name}, {Title}
3 Star Reviews (Neutral):
Structure:1.Thank - Genuine appreciation for balanced feedback.2.Highlight - Acknowledge what they liked.3.Address - Respond to the criticism constructively.4.Invite - Ask them to give you another chance.Tone: Warm, constructive, forward-looking.Length: 50-90 words.
4-5 Star Reviews (Positive):
Structure:1.Thank - Specific, not generic.2.Reinforce - Reference something specific they mentioned.3.Invite - Encourage them to share or return.Tone: Grateful, personal, brief.Length: 30-60 words.
Response Rules (apply to every response):
ALWAYS:- Address the reviewer by name- Reference specific details from their review- Take ownership of mistakes (never blame the customer)- Provide a concrete resolution path- Sign with a real person's name and title- Respond within 24-48 hours of the reviewNEVER:- Use the same template for multiple responses- Be defensive or argumentative- Share private customer details publicly- Offer compensation publicly (do this offline)- Accuse the reviewer of lying- Use corporate jargon ("we value your feedback" alone is insufficient)- Respond to fake reviews without flagging them first
Step 5: Reputation Report Assembly
Generate the comprehensive report:
# Online Reputation Report**Brand:** {brand_name}**Date:** {date}**Tier:** {Basic|Standard|Pro}**Platforms Analyzed:** {count}---## Executive Summary{3-5 sentences: overall health, critical findings, top recommendation}## Reputation Score Card| Metric | Score | Benchmark | Status ||--------|-------|-----------|--------|| Overall Rating | 4.2/5 | 4.0+ | GOOD || Response Rate | 45% | 80%+ | NEEDS WORK || Sentiment Ratio | 76% positive | 70%+ | GOOD || Review Volume (monthly) | 12 | 15+ | FAIR || Platform Coverage | 4/8 | 6/8 | NEEDS WORK |## Platform-by-Platform Analysis{Detailed breakdown per platform}## Sentiment Analysis{Topic analysis with trends}## Critical Reviews Requiring Immediate Response{Top 5 most urgent unanswered negative reviews with draft responses}## Response Drafts (Standard/Pro){All drafted responses organized by platform and priority}## Trend Analysis (Pro){Rating trend over time: improving, stable, declining}{Seasonal patterns if observable}{Impact of response strategy on subsequent reviews}## Strategic Recommendations1.{Highest-impact recommendation}2.{Second recommendation}3.{Third recommendation}4.{Fourth recommendation}5.{Fifth recommendation}## Action Plan| Action | Priority | Effort | Expected Impact ||--------|----------|--------|-----------------|| {action1} | High | Low | +0.3 rating || {action2} | High | Medium | +15% response rate || {action3} | Medium | Low | +5 reviews/month |---*Generated by CashClaw Reputation Manager | cashclaw.ai*
Quality Checklist
Before delivering, verify:
[ ] All major review platforms have been checked[ ] Review counts and ratings match the actual platform data[ ] Sentiment analysis covers the last 12 months minimum[ ] Every response draft addresses the specific review content[ ] No two response drafts use the same opening line[ ] Response drafts are signed with a name and title placeholder[ ] Negative review responses include a concrete resolution step[ ] No private customer information in response drafts[ ] Topic analysis includes at least 5 identified themes[ ] Recommendations are specific and actionable[ ] Executive summary can stand alone as a decision document[ ] Platform coverage is complete (no major platform missed)[ ] Unclaimed profiles are flagged as critical findings[ ] Response rate calculation is accurate[ ] Report formatting is consistent throughout
Deliverable Format
Every reputation management delivery includes:
deliverables/reputation-report-{brand}-{date}.md - Full reputation analysisreview-responses.md - All drafted responses (Standard/Pro)brief-summary.md - Executive summary for quick review
review-responses.md Format
# Review Response Drafts**Brand:** {brand_name}**Date:** {date}**Total Responses Drafted:** {count}## Priority: HIGH (respond within 24 hours)### Google - 1 Star - {reviewer_name} - {date}**Review:** "{review text excerpt}"**Draft Response:**> {response draft}### Yelp - 2 Stars - {reviewer_name} - {date}**Review:** "{review text excerpt}"**Draft Response:**> {response draft}## Priority: MEDIUM (respond within 48 hours)### Google - 3 Stars - {reviewer_name} - {date}**Review:** "{review text excerpt}"**Draft Response:**> {response draft}## Priority: LOW (respond within 1 week)### Trustpilot - 4 Stars - {reviewer_name} - {date}**Review:** "{review text excerpt}"**Draft Response:**> {response draft}
Monthly Monitoring Setup (Pro Tier)
For Pro tier clients, set up ongoing monitoring:
Monitoring Config:Brand: "{brand_name}"Check Frequency: "weekly"Platforms:- google_business- yelp- trustpilot- g2Alerts:new_negative_review: "immediate"rating_drop_threshold: 0.2new_platform_mention: "daily_digest"Monthly Deliverables:- Updated reputation scorecard- New review response drafts- Trend analysis (month-over-month)- Competitor reputation comparison- Adjusted strategy recommendations
Quality Standards
- Every response draft must be unique -- no copy-paste templates across reviews.
- Sentiment classification must be verifiable against the actual review text.
- Never inflate ratings or misrepresent review counts. Report what you find.
- If a platform has no reviews, report it as zero, not as missing data.
- Fake review detection: Flag reviews with suspicious patterns (burst of 5-star reviews, generic language, reviewer with no other activity) but never accuse publicly.
- Response drafts must be ready to post -- not outlines, not bullet points.
- Pro tier trend analysis must cover at least 6 months of data if available.
- Recommendations must be prioritized by effort-to-impact ratio.
Example Commands
# Run a basic reputation auditcashclaw reputation --brand "Acme Corp" --url "https://acme.com" --tier basic# Audit with response draftscashclaw reputation --brand "Acme Corp" --url "https://acme.com" --tier standard --responses# Full pro monitoring setupcashclaw reputation --brand "Acme Corp" --url "https://acme.com" --tier pro --monitor monthly# Generate responses for new reviews onlycashclaw reputation respond --brand "Acme Corp" --since "2026-03-01" --output responses.md# Check reputation score trendcashclaw reputation trend --brand "Acme Corp" --months 6