Reputation & Review Management
System (PHP) — Features & Technical
Spec
Target Stack: PHP 8.x (Laravel 11 preferred), MySQL 8, Redis | Frontend: Blade + Tailwind |
APIs: REST/JSON, Webhooks
1) Overview / Scope
A centralized platform to capture, moderate, publish, and analyze customer reviews across
multiple channels (Google, TripAdvisor, Trustpilot, website forms, email/SMS/WhatsApp
links). The system improves brand reputation, increases conversions via social proof
widgets, and automates outreach and follow-ups.
2) User Roles & Access Control
Super Admin — Tenants, billing, global settings, integrations.
Brand Admin — Locations, users, templates, workflows, reports.
Staff Agent — Send invites, moderate reviews, respond, resolve tickets.
Analyst — Dashboards, exports, cohort analysis.
3) Core Modules
A) Integrations & Ingestion
Connectors: Google Business Profile, TripAdvisor, Trustpilot (API/pull).
Direct review forms (web widgets, QR codes, short links).
Email/SMS/WhatsApp invite campaigns with unique tokens.
Webhook ingestion & CSV import for legacy reviews.
B) Moderation & Workflows
Review inbox with filters (rating, channel, product, tags).
Auto-tagging (NLP sentiment, topic extraction), profanity/PII detection.
Assignment to agents, SLAs, internal notes, escalation paths.
Draft & approve responses; canned templates with variables.
C) Publication & Widgets
Embeddable widgets: carousels, badges, masonry, schema-rich snippets (JSON-LD).
Moderation rules (min rating, verified-only, recency).
UTM-tagged links for source tracking; noindex controls.
API to fetch curated reviews for websites/mobile apps.
D) Outreach & Campaigns
Post-visit automations: invite → reminder → final nudge flows.
Shortlinks/QRs per location/agent; merge codes for receipts.
A/B tests on copy, timing, and channel mix.
Referral prompts after positive reviews; service recovery for detractors.
E) Insights & Reporting
Dashboards: rating trend, volume, response time, topic sentiment.
Cohort views by location/agent/campaign; benchmarks vs competitors (optional).
Export: CSV/Excel/PDF; scheduled email reports.
Attribution: correlation between review velocity and conversion uplift.
4) Recommended Tech Stack
Backend: Laravel 11 (Queues, Events, Policies), PHP 8.2+.
DB: MySQL 8 (utf8mb4), Redis (queues/cache), S3 for media.
Frontend: Blade + TailwindCSS, [Link] for micro-interactions.
AI/NLP: optional sentiment/topic model via hosted API.
PDF: dompdf/snappy for printable reports; Webhooks for connectors.
5) Database Design (Key Tables)
tenants(id, name, plan, status) & users(id, tenant_id, name, email, role).
locations(id, tenant_id, name, address, gbp_place_id, tripadvisor_id).
reviews(id, tenant_id, location_id, channel, rating, title, body, author, source_url,
sentiment, tags_json, status).
responses(id, review_id, user_id, body, status, posted_at, channel_post_id).
campaigns(id, tenant_id, name, channel_mix, templates_json, schedule).
invites(id, campaign_id, customer_contact, token, sent_at, status).
widgets(id, tenant_id, config_json, rules_json, api_key).
audit_logs(id, user_id, action, payload, ip, ua).
6) REST API — Sample Endpoints
POST /api/login — JWT auth.
GET /api/reviews?location_id=&rating=&channel=&tag=
POST /api/reviews/{id}/respond — publish response to channel (if supported).
POST /api/invites — create/send invite; GET /api/invites/{token} — landing.
GET /api/widgets/{api_key}/feed — curated public feed.
7) Web UI — Key Screens
Dashboard: ratings, volume, response SLAs, sentiment map.
Inbox: filters, assignment, templates, publish/decline.
Campaigns: templates, audiences, schedules, performance.
Widgets: builder, preview, embed codes, schema validation.
Reports: trends, cohorts, exports, scheduling.
8) Security & Compliance
RBAC with policies; per-tenant data isolation.
OAuth/Service accounts for external connectors; rate limits.
PII encryption at rest; consent management; opt-out handling.
Backups, disaster recovery; audit logs for sensitive actions.
9) Implementation Plan (Milestones)
1. M1: Auth/RBAC, Tenants, Locations, Basic Reviews Ingestion.
2. M2: Inbox, Moderation, Responses, Templates.
3. M3: Campaigns (Email/SMS/WA), Invites, Landing pages.
4. M4: Widgets, JSON-LD, Website Embeds.
5. M5: Dashboards, Reports, Exports.
6. M6: Hardening, webhooks, backups, documentation.
10) Future Enhancements
Voice-of-customer analytics (themes, NPS correlation).
Automated reply suggestions with AI assistance.
Kiosk mode for on-premise review collection.
Competitive intelligence: public reviews aggregation for rivals.
