> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/ai-and-platform/connected-platforms/google-play-review.md).

# Google Play Review

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Google Play Reviews lets you connect your Android app to Cekat AI and manage customer reviews from the Google Play Store in one place.

Reviews appear in your **Comments** inbox, so your team can assign, reply to and track review conversations without leaving Cekat AI.

**How it works**

Unlike chat channels, Google Play Reviews are **public conversations**.

Each review becomes its own conversation thread that agents can manage from the Comments inbox.

For every review, your team can:

* See the review details
* Assign the review to an agent
* Post a public developer reply
* Resolve the review
* Create a ticket for follow-up

**Why reviews appear in Comments**

Google Play Reviews are treated as **Comments** rather than **Chat** because they behave differently from private messaging channels.

Each review:

* Is publicly visible on the Google Play Store.
* Includes review metadata such as rating, app version, device and language.
* Has only one active review per user for each app.
* Supports one public developer reply, which can be updated later.

Using the Comments inbox keeps review management consistent with other public engagement channels, such as Facebook and Instagram Comments.

**Review workflow**

Managing Google Play reviews follows the same workflow as other comment-based channels.

1. A new review appears in the **Comments** inbox.
2. An agent opens the review or is assigned to it.
3. The agent posts a public reply.
4. The review is resolved, or escalated by creating a ticket.

**Review information**

Each review comes with useful context to help agents respond well.

Depending on the review, you may see:

* Reviewer name
* Star rating
* Review text
* App version
* Device model
* Language
* Review date
* Developer reply status

**Replying to reviews**

Agents can post a public developer reply straight from Cekat AI.

Keep in mind:

* Each review supports only one developer reply.
* Updating your reply replaces the previous one on Google Play.
* Replies are publicly visible to everyone on the Google Play Store.

**Limitations**

Google Play Reviews currently has some platform limits set by Google's API.

* Only the **most recent written production reviews** are available.
* **Star-only ratings (with no text)** aren't retrieved.
* Reviews submitted before the supported API window may not be available.
* Older reviews can't be imported automatically.
* There's no real-time webhook for new or updated reviews yet.
* Each review supports only **one public developer reply**.
* Developer replies are limited to around **350 characters**.