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on June 1st, 2025 one of our Google Business locations received a 3 star review. We have a zap that is triggered by the “Google Business Profile” app with event being “New Review” that creates tasks for our CS Team to investigate the account and start attempting contact anyone who leaves a 1 to 4 star review and automatically replies via chatgpt to 5 star reviews. This review on June 1st did not trigger the zap. I checked the 20 reviews before and after this review and they all triggered the zap. I need to find out why it didn’t trigger. The only thing I can think of is if she left a 5 star review further back than my system records and then updated the review to a 3 star. Would this updating a review make it not trigger? everything is set up correctly and I have not found another review that has not triggered the zap. I can’t check this constantly for a possible drop because we have a maximum 24 hour investigation and response time for all of our non-5 star reviews.

Hi ​@BugBros 

Zap trigger: GBP - New Review

Description: Triggers when a new review is created.

 

If a review was updated, this would not fire this Zap trigger.

 

Hey ​@BugBros 👋

Troy is correct, the New Review trigger is designed to only trigger on brand new reviews, not updates to existing reviews—so that’s likely why it didn’t trigger for that review.

I did some checking and found that we’ve got an existing feature request open for the ability to trigger a Zap from updates to existing reviews, so I’ve gone ahead and added your vote to that feature request. While I can’t guarantee if or when this will be added, we’ll be sure to notify you via email if it becomes available!

In the meantime, do you happen to get an email notification from Google with the full details of the review when it’s updated or added? If so, you could forward those notifications to an app like Email Parser and have the Zap trigger on those emails instead. You can learn more about how to work with Email Parser here: Trigger Zaps from new parsed emails.

Could that be as a potential workaround here?

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