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Stella — Pixar-style AI reputation manager pilot portrait
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Stella

Reputation Manager

Fires the review-request SMS at the perfect moment after every job, auto-replies to positives, and pings you in 5 minutes when a negative one lands.

What Stella does

Stella runs your Google Business Profile reputation. The moment an opportunity moves to Won, she waits 24 hours (the sweet spot when the job is fresh but the customer's day has settled) then fires a personal review-request SMS referencing the actual job. When a review comes in, she classifies sentiment, drafts a personal reply to positives, and intercepts negatives before Google does. Owners typically see 3 to 5x more reviews per month within the first 60 days, and zero negative reviews that the owner didn't get a heads-up about first.

Capabilities

Built to do this every day.

01

24-hour review request, personalized to the job

Not 'Please leave us a review.' Instead: 'Hey Sarah, hope the water heater install yesterday went smoothly. If you've got 30 seconds, would you mind dropping a quick star rating? Means the world.' Job-specific, customer-specific, polite.

02

SMS + email parallel, picks the winner

Stella sends the review request via SMS and email at the same time but only counts the first reply. Most customers reply faster to SMS, but the email captures the longer thoughtful replies. 2x the conversion rate.

03

Personal replies to positive reviews

When a 4 or 5-star review lands, Stella drafts a reply that references the specific job + something the reviewer mentioned. 'Sarah, glad the new water heater is treating you right. Mike said you were a pleasure to work with. Catch you next time.' Posts within 6 hours of the review going live.

04

Negative review interception

When a 1, 2, or 3-star review hits, Stella does NOT reply automatically. She drafts an apology + a private resolution offer, SMS's you within 5 minutes with the review + the draft + the customer's contact + a suggested action. You decide whether to reply publicly or call the customer.

05

Sentiment + topic classification

Every review gets tagged with sentiment, topics (price / quality / timeliness / cleanliness / communication), and a flag for 'requires owner.' Over time you see which topics drive 5-star reviews vs 1-star reviews. That's gold for training your team.

06

Negative-review SMS alerts under 5 minutes

From the moment a negative review posts on Google to the moment it shows up on your phone with the full context and a suggested response: under 5 minutes. Most negative reviews can still be resolved if you get to the customer fast enough.

In the field

Real scenarios.

Won job → review request → 5-star review

Tuesday at 2 PM, you mark Tom's kitchen faucet install as Won. Tom's a returning customer.

Stella waits 24 hours. Wednesday 2 PM, she fires the personal SMS referencing the faucet install. Tom clicks the link, drops a 5-star review on GBP Wednesday evening: 'Mike was great, fast and clean.' Stella drafts a reply within 2 hours referencing Mike + the cleanliness comment. Posts after a 4-hour auto-approval window.

"Hey Tom — hope the new faucet's working out. If you've got 30 seconds, a quick review on Google goes a long way for a small shop like ours: [link]. Either way, thanks for trusting us with another job."

Negative review on a Saturday morning

Saturday 10 AM, a 2-star review hits your Google profile from a customer whose drain cleaning job ran long.

Stella classifies as negative + topic 'timeliness,' holds her reply, and SMS's you within 4 minutes. The text includes the review, the customer's name, the original job notes, your tech's notes, and a 2-sentence suggested apology. You call the customer at 10:15. By Monday the customer updates the review to 4 stars.

"Hi James — quick alert. Linda just left a 2-star review on the drain job from Friday. She says it ran 90 min over and she had to cancel a lunch. Mike's notes say the job hit an unexpected clog past the trap. Suggest: call Linda in the next hour, offer a $50 credit. Want me to send the draft for the public reply?"

Positive review reply

A 5-star review lands Thursday morning: 'Quick, professional, fair price. Will use again.'

Stella drafts a reply: 'Thanks Mike — really appreciate you taking the time. We'll be here whenever the next one comes up.' Holds for a 4-hour auto-approval window (configurable). Posts publicly at 1 PM.

What you'll connect

Integrations

Required connections need to be wired before Stella can fly. We'll guide you through every one during onboarding.

  • ✓

    Google Business Profile OAuth

    For review monitoring + posting replies

  • ✓

    Phone line for review request SMS

    Same line your other Wingmen use

  • +

    Gmail for parallel email request Optional

    Optional — improves response rate

  • ✓

    Owner phone for negative-review alerts

    Cell that gets the under-5-min SMS

  • ✓

    Won opportunity pipeline stage

    What triggers the 24-hour wait + request

  • ✓

    Auto-reply policy

    Reply to positives automatically? Yes or held for approval

What gets deployed

Inside the build

When your estimate is accepted, our system automatically deploys these artifacts to your Wingman dashboard. No copy-paste, no manual setup.

  • Won-opportunity trigger workflow with 24-hour wait + dual-channel SMS + email request
  • Four automation handlers (request_draft, classify_review, reply_draft, negative_alert_draft)
  • GBP automation trigger workflow that fires on every new review
  • Sentiment classifier branch (positive auto-reply / negative escalation)
  • Auto-reply workflow for positives with configurable approval window
  • Negative-review escalation workflow with under-5-min owner SMS
  • Topic tagger that adds tags like review-topic-price, review-topic-cleanliness, review-topic-timeliness
  • Custom fields: stella_review_status, stella_star_rating, stella_topics
  • Tags: stella-request-sent, stella-review-positive, stella-review-negative, stella-replied
  • Coexistence guard with the Hammerhead Airshow upgrade (if installed, Stella exits on negatives and Hammerhead takes over)

Ideal for

Any local service business whose customers Google them before booking. Reviews are the new front door. Plumbers, HVAC, electricians, contractors, dentists, salons, vets, restaurants.

FAQ

Common questions.

How many more reviews will I actually get? +

Most shops go from 1 to 3 reviews per month to 8 to 20 per month within 60 days. The reason is timing + personalization. A canned 'please review us' email gets ignored. A personal SMS 24 hours after the job referencing the actual work gets a real reply rate of 35 to 50 percent.

What if I don't want auto-replies to positives? +

Toggle it off. Stella will still draft every reply, but every one waits in your Hangar dashboard for one-tap approval. Most owners try auto-reply on for the first month, get nervous, then flip it back to held + manual. Both work.

Will Stella reply to a fake or troll review? +

If she classifies it as 'requires owner' (which she does for anything ambiguous, suspicious, or 1-star), no. She escalates to you with a recommendation: report to Google, or reply publicly with a measured response. You make the call.

What's the difference between Stella and the Hammerhead Airshow trick? +

Stella is the always-on baseline. She handles review requests, positive replies, and basic negative escalation. Hammerhead (premium Airshow tier) extends Stella with crisis-grade tools: real-time public reply drafting, customer recovery sequences, and remediation tracking. If you install Hammerhead, Stella stays out of the way on negatives.

Does Stella work on platforms other than Google? +

v1 is GBP-only. v2 adds Yelp, Facebook reviews, and Angi. The same workflow shape applies — only the automation source for posting replies changes.

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Ready to hire Stella?

Tell us about your business and we'll send a tailored proposal with Stella configured for your industry — within one business day.

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