Review Routing Agent

The Review Routing Agent is an agentic enhancement to the AskNicely survey flow that intelligently directs happy customers to the most strategic third-party review platform, such as Google, Yelp, or Facebook, and more. 

Beta access: The Review Routing Agent is currently in beta. Once the Beta phase is complete, it will be available to all customers with the NiceAI add-on. To request early access, contact support or your customer success team.

 

 

How to set it up

Navigate to NiceAI, then open the Agents section and begin setup.

Name the agent

Give your agent a descriptive name (e.g. "Gym Reviews Routing Agent 2026"). This name will appear when selecting an agent from the survey configuration page.

Choose listing scope

Select which review listings the agent should use when routing respondents.

• Provider, fall back to location: Redirects to the provider (frontline staff) review links first; falls back to the location's listing if none are found. 
• Provider only: Routes to provider (frontline staff) review links only. If the respondent has no associated provider, no review button is shown.
• Location only: Routes to location listings only.

Set review weighting

Distribute what percentage of reviews are directed to each platform. Weights must total 100%. Add as many review sites as needed.

Uploading review links

Before the agent can route respondents, you need to attach review links to your locations and/or providers.

• Locations Review Links: Go to the Locations section. Upload review URLs individually via the Edit Location UI, or bulk-upload using the CSV import option. Each location can have a Facebook, Google, and Yelp review URL.
   

  

• Providers Review Links: Go to Users and open the specific user profile to upload their review link. For provider routing to work, those users must be associated with the Frontline Staff field in the Data Management view.
   

  

How routing works at survey time

When a respondent begins a survey, AskNicely identifies the associated location and/or frontline staff member. Based on this, and the logic configured in your routing agent, the correct review link is selected and displayed.

Anonymous surveys: If the contact data is anonymous, the system cannot determine the location or provider, and routing will not function as expected.

Connecting an agent to a survey

When configuring the review request step on your survey, you will see a new option called Agent for the "Add review link via" setting. Select it, then choose the correct agent from the list.

Viewing active agents and reporting

All active agents are listed in the NiceAI Agents view under the My Agents tab. Click on any agent to open its reporting dashboard.