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Reply to a review

Post a merchant response to a customer review, optionally at a scheduled time.

Before you begin​

  • reviewId, externalStoreId, serviceSlug, and reply text from your workflow
  • API credentials with reviews scope (see API reference)

Steps​

  1. Call the reply endpoint with reviewId, externalStoreId, serviceSlug, and replyText.
  2. On an immediate reply, success means the target service accepted the reply and Otter recorded it. The API returns the target service's opaque replyId.
  3. Optional — schedule: include scheduledAt as an integer Unix timestamp in seconds. Success confirms that the task was scheduled, not that the provider posted the reply. The response has a null replyId, and the Public Reviews API does not expose the eventual ID or scheduled-operation status.

Scheduled execution is approximate and can occur after the requested timestamp. Reply-size limits are specific to serviceSlug and measured in UTF-8 bytes. Confirm the applicable limit during onboarding.

Verify​

Post a test immediate reply and confirm it appears on the target channel. For a scheduled reply, verify the target channel after the requested time; the original response does not prove that later execution succeeded.

Do not automatically retry an ambiguous response. The endpoint has no idempotency key, and a retry can create another reply attempt.

Next​