Crisis review escalation playbook
Not every 1-star review needs the owner's attention, but the ones that do need it fast. This playbook sets clear rules for which reviews auto-escalate to a GM or owner - versus which get handled at the front-line level - with a hard 24-hour response SLA on the serious ones.
Define your escalation triggers
Common ones: mentions of health/safety, discrimination claims, viral-prone language, or a customer who's also a known local influencer.
Set the routing rule
Reviews matching escalation triggers skip the normal AI-drafted-reply queue and go straight to a GM or owner notification.
Track the SLA
Build a simple dashboard showing time-since-flagged for any escalated review, so nothing sits unanswered past 24 hours.
Worth knowing
Speed matters more than perfection on escalated reviews. A prompt, human, slightly imperfect response usually outperforms a delayed, polished one once a review starts gaining traction.