It is unrealistic to expect the team to open the panel every hour. A low-rating notification dropped into Slack or Discord connects the right person at the right moment, and the panel becomes the place for decisions.
Notification design is attention-economy design. Sending every review to Slack burns the team out; sending only those that need action builds trust.
Which events should hit Slack?
- New 1-2 star review (urgent action).
- Same tag repeating 3+ times in a day (operational signal).
- 5-star with long text (sharing opportunity).
- Response SLA breach (escalation).
- First reviews from a campaign QR (measurement).
Generating the webhook URL
In Slack, install the Incoming Webhooks app, pick a channel and paste the generated URL into Buaze webhook settings. In Discord, get the URL from Edit Channel → Integrations → Webhooks.
Message format
Keep it lean: star + short text + restaurant + reply button. Rich layouts read poorly on mobile.
A notification’s job is not to replace the panel but to trigger it; if the message gives enough context, the team knows when to click through.
Noise management
Pushing every positive review desensitizes the team. A weekly digest of positives is more sustainable. The webhook events guide has balanced patterns.
Webhook notifications are for routing reviews to the team, not modifying their content. Filtering or selectively hiding reviews violates platform policies and is not supported by Buaze.
Kontrol listesi / Checklist
- Webhook URL kept secret.
- Only action-driving events posted.
- Format readable on mobile.
- Escalation rule for SLA breach.
- Positives delivered as a weekly digest.
- Webhook errors alarm a separate channel.
- Annual webhook URL rotation planned.
SSS / FAQ
What if the webhook URL leaks?
Third parties could post messages. Regenerate it on Slack/Discord side immediately and paste the new URL into Buaze settings.
Can I archive every review in Slack?
Yes, but if the channel is action-oriented, send the archive feed to a separate channel to keep things clean.
Can the same review go to both Slack and CRM?
Yes. Use separate webhooks per destination and document which events go where.
Is customer data retained in the channel?
Yes, by the platform’s retention policy. Avoid placing unnecessary personal data in the message body.