Reply to Okendo Reviews From WhatsApp
Yes. AeroChat works directly with Okendo. When a customer asks about a review they left, AeroChat reads it in Okendo and posts a reply in your approved wording to Okendo, or hands a critical review to your team with the order attached.
This recipe handles “did you see my review?”, “nobody answered my review” and “I left a bad review, can someone help?” in chat. Part of connecting Okendo to WhatsApp and AI chat.
What happens today
A customer takes the time to write a review, and nothing comes back. Some message you to say so. A happy reviewer waits days for a thank-you that your team means to write. An unhappy one feels ignored, and the review sits on your product page with no answer underneath it for the next shopper to read.
The flow that works
- The customer mentions a review they left.
- AeroChat asks which product it was for and finds their published review in Okendo.
- For a 4 or 5 star review, it thanks them and posts a reply to the review in Okendo, in your approved wording.
- For 3 stars or lower, it does not reply on the review. It asks what went wrong, looks up the order in Shopify and hands the conversation to your team.
What it looks like on WhatsApp
Customer: I left a review for the Marlow mug set last week. Just wanted to say thanks, they’re lovely! (example)
AeroChat: Thank you, Priya. I found your 5-star review of the Marlow mug set. We have replied to it on the product page so other shoppers can see it. Enjoy your mugs.
In Okendo: the review now shows a reply from the store: “Thank you for taking the time to review, Priya. We’re so glad you love it.”
The recipe
Copy this into AeroChat
When a customer mentions a review they left, follow these steps.
- Ask which product the review was for, if they have not said.
- Find their published review of that product in Okendo, using the name they gave and the email or phone number on their Shopify order.
- If the review is 4 or 5 stars, thank them and post this reply to the review in Okendo: “Thank you for taking the time to review, [first name]. We’re so glad you love it.” (example). Then tell them the reply is on the product page.
- If the review is 3 stars or lower, do not post a reply on the review. Apologize in one line and ask what went wrong. Look up the order in Shopify and hand the conversation to our team with the review, the order number and what the customer said.
- If you cannot find the review, it may still be waiting for moderation. Say so and tell them our team checks new reviews regularly.
Never write a public reply that mentions an order number, a refund or personal details. Do not offer refunds or discounts yourself. Reply in the customer’s language.
Write your own approved reply wording, and set the star rating that goes to your team, before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard, so AeroChat can look up orders.
- Okendo. Open the integration settings in your Okendo app and copy your Okendo User ID and API key. Paste them in when AeroChat asks. Replies go through Okendo’s Merchant REST API, which Okendo describes as available to enterprise customers as of November 2026.
- Your team inbox. Choose who receives the handover for critical reviews.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Okendo, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Okendo’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- The exact wording of the public reply AeroChat posts.
- The star rating below which reviews go to your team instead.
- How your team answers critical reviews in Okendo, and what they offer the customer.
The result to expect
Happy reviewers get a thank-you in the same conversation, and the next shopper sees that your store answers its reviews. Unhappy reviewers reach a person quickly, with the review and order already in front of them.
Measure it with your own numbers: reviews with a store reply, and time to first response on critical reviews, for a month before and after.
Next: see every Okendo workflow, including reading product reviews in chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your store and email, with the same Okendo connection behind it. See what each channel does on the Okendo integration page.
Reply to your first review from chat
Install AeroChat, paste the recipe, add your Okendo details, and test it with a review you left on your own store.
7-day free trial.