Replies

A reply is the business’s public answer to a review. You write the text, or your software does; Prisma publishes it through the platform’s official API. Each review has at most one reply in Prisma: POST /v1/reviews/{id}/reply creates it or replaces it, and DELETE /v1/reviews/{id}/reply removes it. What happens next depends on the platform:

API platforms (Google Business Profile, App Store, Google Play, Judge.me, Trustpilot): Prisma publishes the reply through the platform’s official API. The request returns 202 with reply.status: "queued", and a background job publishes it.
Read-only platforms (Yelp, Tripadvisor, Booking.com, Yotpo, REVIEWS.io, G2): these platforms have no reply API for third parties, so Prisma reads their reviews but can’t reply. POST and DELETE return 422 reply_not_supported with the review’s url, a link to answer it on the platform.

The full table, with per-platform limits, is on Platforms.

Create or replace a reply

POST /v1/reviews/{id}/reply

Body param	Required	Description
`text`	yes	Reply text. Leading and trailing spaces are trimmed; 1 to 10,000 characters, and the platform’s own limit applies (see below).

Header	Required	Description
`Idempotency-Key`	no	A unique value per reply. Retrying with the same key and body returns the first response instead of replying twice.

api.prismareviews.com/v1

curl -X POST https://api.prismareviews.com/v1/reviews/rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E/reply \
  -H "Authorization: Bearer $PRISMA_API_KEY" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: 7c1e2a90-4b1d-4e0a-9d55-1f6c0b7f2e31" \
  -d '{"text": "Thanks Marta! We have added a second barista at lunch."}'

import crypto from "node:crypto";

const res = await fetch(
  "https://api.prismareviews.com/v1/reviews/rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E/reply",
  {
    method: "POST",
    headers: {
      Authorization: "Bearer " + process.env.PRISMA_API_KEY,
      "Content-Type": "application/json",
      "Idempotency-Key": crypto.randomUUID(),
    },
    body: JSON.stringify({ text: "Thanks Marta! We have added a second barista at lunch." }),
  }
);
const review = await res.json();
console.log(res.status, review.reply.status); // 202 "queued"

import os
import uuid
import requests

resp = requests.post(
    "https://api.prismareviews.com/v1/reviews/rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E/reply",
    json={"text": "Thanks Marta! We have added a second barista at lunch."},
    headers={
        "Authorization": f"Bearer {os.environ['PRISMA_API_KEY']}",
        "Idempotency-Key": str(uuid.uuid4()),
    },
    timeout=30,
)
print(resp.status_code, resp.json()["reply"]["status"])

The response is the full review object with the new reply.

Response 202 (API platforms)

JSON

{
  "id": "rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E",
  "platform": "google",
  "location_id": "loc_01KJ8P9W2C4D6F8G0H2J4K6M8N",
  "rating": 4,
  "title": null,
  "text": "Great flat white, a bit slow at lunchtime.",
  "author": "Marta G.",
  "language": "en",
  "url": null,
  "created_at": "2026-10-19T12:41:07.000Z",
  "updated_at": "2026-10-19T12:41:07.000Z",
  "reply": {
    "text": "Thanks Marta! We have added a second barista at lunch.",
    "created_at": null,
    "status": "queued",
    "error": null
  }
}

Response 422 (read-only platforms): nothing is stored or sent. Answer the review on the platform with the link in url.

JSON

{
  "error": {
    "type": "invalid_request_error",
    "code": "reply_not_supported",
    "message": "Yelp has no reply API for third parties, so Prisma only reads its reviews. Answer this one on the platform: https://www.yelp.com/biz/example-cafe-san-francisco",
    "retryable": false,
    "request_id": "req_01KJ8T6F8G0H2J4K6M8N0P2Q4R",
    "docs_url": "https://prismareviews.com/docs/errors#reply_not_supported",
    "platform": "yelp",
    "url": "https://www.yelp.com/biz/example-cafe-san-francisco"
  }
}

What happens to a queued reply

A background job sends the reply to the platform. When the queue is busy, jobs from bigger plans run first.
When the platform accepts it, reply.status becomes published, reply.created_at is set and you get a reply.published webhook.
If the platform is rate limiting or down (HTTP 429 or 5xx), Prisma retries with exponential backoff: 30 seconds, then doubling up to one hour between attempts, for up to 8 attempts.
If the platform refuses the reply, or every attempt fails, reply.status becomes failed, reply.error says why and you get a reply.failed webhook. Fix the cause and POST the reply again.
If the platform rejects Prisma’s access (expired or revoked token or key), the connection becomes reauth_required and you get a connection.updated webhook. See Connections.

With a test key, queued replies go through the same steps and end as published, but nothing reaches any platform.

Replacing a reply

Posting again replaces the stored reply and, on API platforms, publishes the new text: Google Business Profile, App Store, Google Play and Trustpilot update the reply on the platform. Judge.me’s API can create replies but not edit them, so send a Judge.me reply once.

Reply length limits

Prisma checks the platform’s limit before queueing, so a reply that is too long fails at once instead of in the background:

Platform	Limit
Google Business Profile	4,096 bytes (UTF-8)
App Store	5,970 characters
Google Play	350 characters
Others	10,000 characters (Prisma’s own limit)

JSON

{
  "error": {
    "type": "invalid_request_error",
    "code": "reply_too_long",
    "message": "Google Play accepts replies of up to 350 characters.",
    "retryable": false,
    "request_id": "req_01KJ8T3C5D7E9F1G3H5J7K9M1N",
    "docs_url": "https://prismareviews.com/docs/errors#reply_too_long",
    "platform": "google_play",
    "max_length": 350
  }
}

Errors

Status	`code`	When
404	`resource_not_found`	No review with that ID in your workspace and mode.
409	`connection_reauth_required`	The connection of the review’s location is not `active`. The error includes `connection_id`. Reconnect, then retry.
409	`idempotency_conflict`	The `Idempotency-Key` was already used with a different request.
422	`invalid_request`	`text` is missing or empty, or the body isn’t valid JSON.
422	`reply_not_supported`	The platform is read only (Yelp, Tripadvisor, Booking.com, Yotpo, REVIEWS.io, G2). The error includes `platform` and `url`.
422	`reply_too_long`	The text is over the platform’s limit. The error includes `platform` and `max_length`.

Delete a reply

DELETE /v1/reviews/{id}/reply

api.prismareviews.com/v1

curl -X DELETE https://api.prismareviews.com/v1/reviews/rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E/reply \
  -H "Authorization: Bearer $PRISMA_API_KEY"

const res = await fetch(
  "https://api.prismareviews.com/v1/reviews/rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E/reply",
  { method: "DELETE", headers: { Authorization: "Bearer " + process.env.PRISMA_API_KEY } }
);
console.log(res.status, await res.json());

resp = requests.delete(
    "https://api.prismareviews.com/v1/reviews/rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E/reply",
    headers={"Authorization": f"Bearer {os.environ['PRISMA_API_KEY']}"},
    timeout=30,
)
print(resp.status_code, resp.json())

Response 202 (a reply published through a platform that supports deleting: Google Business Profile, App Store, Trustpilot). A job removes it from the platform; when it’s done, reply becomes null.

JSON

{ "id": "rev_01KJ8Q2M4T7HX3VB9CWD6NRZ5E", "deleted": false, "status": "queued" }

Status	`code`	When
404	`resource_not_found`	No review with that ID in your workspace and mode.
404	`reply_not_found`	The review has no reply.
422	`operation_not_supported`	The platform’s API can’t delete replies: Google Play and Judge.me. On Google Play you can replace the reply instead.
422	`reply_not_supported`	The platform is read only. Remove the reply on the platform, with the link in `url`.

All error codes are on Errors.

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