Alert on 1-star reviews
SMS you the moment a one-star review lands.
Airshow Crisis Response
Hammerhead
Reputation Crisis Manager
Crisis-grade response for the reviews and complaints that can hurt you. Owner-approved draft replies in minutes, not days, with the right tone and the right offer of remediation.
What Hammerhead does
Hammerhead extends what Stella does, but for the situations where a templated response would make things worse. The moment a 1-star review or an angry-toned inbound message hits, Hammerhead's sentiment classifier flags it as crisis-tier, pages the owner, and prepares a draft reply the AI wrote after reading the full customer history. The reply doesn't go out automatically — it sits in an approval queue for the owner — but it's ready to ship within minutes, which is the difference between salvageable and not. If Stella is also installed, she steps aside on negative-sentiment events so Hammerhead's more careful flow takes over. Mostly backend + human-in-the-loop work; small but precise your CRM footprint.
Capabilities
Built to do this every day.
01
Crisis-tier sentiment detection
AI classifier runs on every new review (1-2 stars) and every inbound message containing complaint language. Distinguishes 'genuinely upset customer' from 'venting' from 'spam' so the owner doesn't get paged for nothing.
02
Owner alert within 5 minutes
SMS to the owner's phone with a one-line summary, the customer's history with you (last job, last touchpoint, lifetime value), and a link to the approval queue.
03
AI-drafted reply, owner-approved
A reply gets drafted using your brand voice, references the specific job, acknowledges the failure honestly, and proposes a remediation. Owner reviews in the queue, edits if needed, taps approve. Never auto-sends.
04
Optional auto-send fallback
If you don't respond to the approval within a configurable window (default 30 minutes for reviews, never for SMS), the draft can be auto-sent. Off by default; some owners turn it on after they trust the drafts.
05
Cooperative with Stella
When both are installed, Stella's normal review handler exits early on any 1-2 star event — Hammerhead's flow takes over. No double-touch, no conflicting drafts.
06
Internal incident log
Every crisis event gets logged in your account with the original message, the draft, the final sent reply, and the outcome. Useful for spotting patterns (one tech causing most issues, one service line, one time of day).
On the job
Just a glimpse of what Hammerhead handles.
Hammerhead turns reputation crises from a 12-hour scramble into a calm, structured response inside minutes.
Instead of finding out about a 1-star review the next morning or watching a complaint thread spiral, every crisis gets a fast, on-brand reply and an owner alert in real time.
You focus on the customer call that resolves the issue. Hammerhead handles the alert, the draft, the timing, and the escalation.
Alert on viral complaints
Watch comments and DMs for posts that could spread.
Alert on safety claims
Flag any complaint mentioning injury or safety immediately.
Alert under five minutes
Get the alert to your phone within the first five minutes.
Draft empathetic responses
Write the first draft of every public reply.
Acknowledge the harm
Open every response by acknowledging what happened.
Hold replies for approval
Never auto-post crisis replies — pause for your okay.
Pull customer history
Read every prior interaction before drafting.
Reference the job notes
Mention the actual job in the response.
Suggest the owner call
Recommend a private call if the situation calls for one.
Draft private apology
Write the private follow-up alongside the public reply.
Capture incident details
Pull every relevant detail into a single incident record.
Tag crisis incidents
Mark every incident so leadership can review later.
Watch all review platforms
Monitor Google, Facebook, Yelp, and Nextdoor.
Watch social mentions
Track posts on social that mention your shop.
Spot media pickup risk
Flag complaints that local news might run with.
Forward to the owner direct
Bypass normal escalation in true crises.
Sort real complaints from trolls
Distinguish genuine harm from bait.
Pull related public posts
Surface every public mention to give full context.
Watch follow-up posts
Track whether the customer escalates further.
Mark crisis resolved
Close the incident only when both sides confirm.
Maintain crisis history
Keep a record of every incident and resolution.
Sync crisis to CRM
Push every crisis to the contact record and pipeline.
Halt all other outreach
Pause campaigns and asks for the affected contact.
Flag pattern incidents
Surface when multiple complaints share a root cause.
Recommend operational changes
Suggest fixes when patterns emerge.
Loop in legal when needed
Notify your attorney when the situation warrants it.
Run crisis checklist
Walk through the structured response checklist every time.
Draft the press response
Write the statement in case media reaches out.
Track recovery to neutral
Watch for the customer updating the review.
Recognize amended reviews
Note when a customer updates their review positively.
Re-engage after resolution
Reach back out a month later to see if all is well.
Draft team-facing recap
Write the internal note explaining what happened.
Verify customer contact
Confirm we have a working number to call.
Stay on brand under stress
Match your tone even when the message is tough.
Show genuine remorse
Avoid corporate language that sounds defensive.
Post the response on approval
Publish the public reply only after you green-light it.
Mark crisis closed-out
Document the resolution date and the outcome.
Recap quarterly crisis volume
Show how many incidents happened and how they ended.
Recommend prevention steps
Suggest changes to prevent the next crisis.
In the field
Real scenarios.
1-star Google review Friday at 4 PM
Customer leaves a 1-star review naming your tech and accusing them of overcharging.
Hammerhead pages the owner within 4 minutes. The draft reply (in the approval queue) opens with a direct acknowledgment, references the specific job by date, offers a callback within 24 hours, and proposes a third-party invoice review. Owner edits one line, approves, and the public reply ships before the review has been live an hour. Internal incident log captures the tech's name for the next ride-along.
Angry inbound SMS at 11 PM
A customer texts at 11 PM that the dishwasher install you did this afternoon is leaking onto their hardwood floor.
Hammerhead classifies emergency-tier (water + damage + same-day install), pages the owner immediately, drafts a reply that acknowledges, dispatches the on-call tech, and offers floor-damage remediation upfront. Owner taps approve from bed. Draft goes out within 8 minutes of the customer's message.
Spam / not actually a crisis
An obvious bot review (gibberish text, no customer record) hits Google.
Hammerhead's classifier filters it as spam, doesn't page the owner, and routes it into a 'flag for Google removal' queue with a pre-filled removal request. Owner isn't woken up for nothing — which is half the value of this product.
What you'll connect
Integrations
Required connections need to be wired before Hammerhead can fly. We'll guide you through every one during onboarding.
- ✓
Google Business Profile reviews
Where most public crisis events originate
- ✓
Inbound SMS + email channels in your CRM
For private-channel complaint detection
- ✓
Owner's mobile + email
For the 5-minute alert
- +
Stella (recommended) Optional
So her normal flow defers to Hammerhead on negative-sentiment events
- ✓
Approval queue surface
Lives in our Hangar UI; owner doesn't need a separate login
What gets deployed
Inside the build
When your estimate is accepted, our system automatically deploys these artifacts to your Wingman dashboard. No copy-paste, no manual setup.
- Workflow 'hammerhead:on-negative-sentiment' that triggers to our classifier on review-created and inbound-message events
- Sentiment classifier endpoint on our backend (AI) with a crisis/non-crisis/spam routing decision
- Owner-alert SMS + email templates with the 5-minute SLA
- Approval queue UI inside the Hangar — owner can review, edit, approve, or override drafts
- Crisis-response automation + alert templates + draft-reply templates installed
- Stella-coordination logic so her negative-review handler defers when Hammerhead is installed
- Incident log table + a monthly summary of crisis events delivered to the owner
Ideal for
Trades where a single bad review or complaint travels fast — local trades with tight communities, dental and medical practices, restaurants, salons — and the owner can't afford to be 12 hours late responding.
FAQ
Common questions.
Is this just a service? +
It's a mix. The sentiment classifier + drafting are software; the approval step is human. We didn't want a fully autonomous reply system for crisis-tier events — the cost of one bad auto-send is too high.
What's different from Stella? +
Stella handles the volume — review requests, normal review replies, GBP posting. Hammerhead handles the high-stakes minority where the wrong reply could cost you a customer publicly. Stella defers on those when Hammerhead is installed.
What's the SLA? +
5 minutes from event detected to owner alert. 10 minutes from event to draft ready in the approval queue. If we miss either, the month is comped.
Can the auto-send fallback misfire? +
It's off by default for that reason. If you turn it on, you set the window (30+ minutes recommended) and you can revoke an approval up until the actual send. We've also got a per-customer hard cap on outbound draft sends per week to prevent any runaway behavior.
Does it work without Stella? +
Yes — Hammerhead is self-contained on the crisis path. You just don't get Stella's broader review-request and posting work. Most customers who buy Hammerhead also run Stella.
Pairs well with
Build a crew.
Stella
Reputation Manager
Fires the review-request SMS at the perfect moment after every job, auto-replies to positives, and pings you in 5 minutes when a negative one lands.
Learn about Stella →
Charles
Business Strategist
Quarterly business reviews for service businesses that have outgrown the seat-of-the-pants stage. 90 days of data turned into a written strategic briefing and an AI strategist you can question line by line — no meeting to schedule.
Learn about Charles →
Loop-de-Loop
High-Value Lead Detection
Real-time VIP scoring on every inbound lead. The ones that look like big-ticket jobs go straight to the owner's phone with full context — before they hit the regular queue.
Learn about Loop-de-Loop →
Ready to hire Hammerhead?
Tell us about your business and we'll send a tailored proposal with Hammerhead configured for your industry — within one business day.