Google Play Store is a supported customer channel that enables businesses to handle public app "Reviews" and ratings submitted on their Android app’s Play Store listing.
This integration lets contact center agents see incoming "Reviews" (including star rating, app version, and review history) and reply to them directly from Agent Desk. Agent's replies are posted back to Google Play Store through the Android Publisher API and appear publicly under the respective review.
Prerequisites
Complete Google Play Store Onboarding
Developers or System Administrators must follow the onboarding steps in the Onboarding Guide
Configure the Play Store Connector in Unified Admin
Developers or System Administrators must configure the Google Play Store connector in Unified Admin for this channel to be available in Configurational Guide
Google Play Store Reviews
This feature lets your contact center handle Google Play Store reviews as conversations in Expertflow CX. The system treats each new app review as a new incoming media request and assigns it to an available agent based on your routing rules.
When an agent accepts the request, a new session starts in the Conversation View. The review is associated with the reviewer’s Google Play identity.
Channel Capabilities
View review and star Ratings
Agents can view the review text and star rating (1–5 stars) along with the App name and App logo.
Send a public reply to a Review
Agents can send a public reply to a review directly from the Conversation View. The reply appears on the app’s Play Store listing under the customer’s review.
To reply to a review
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In Conversation View, hover over the message and click on the reply icon.
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Confirm that the selected channel is Google Play Store.
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Click in the Message Composer at the bottom of the screen.
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Type your reply message.
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Click Send.
View Full Post
Agents can view the complete history for a given review, including:
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App name
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Original review text
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Top 4 reviews with the review name, their ratings in stars, review time, and any replies shown in a threaded view.
The review thread appears within the Conversation View, so agents do not need to leave Agent Desk to see the full context.
The Channel Session Detail report is included with this connector. It provides one row per channel session, allowing businesses to track each Google Play Store review conversation handled in Expertflow CX.
Limitations
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No private messaging
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Google Play reviews are public.
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There is no concept of private direct messages for this channel.
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No multimedia attachments support
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Replies to Google Play Store reviews from Expertflow CX are text-only; file and multimedia attachments are not supported for this channel.
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Platform-level constraints
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All replies are subject to Google Play Store policies and may be moderated by Google.
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Deleting or editing reviews themselves is not possible from Expertflow CX; only developer replies can be sent.
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