Clomni

Connect App Store and Google Play reviews

Last updated: 14 November 2026 · 6 min read

Your app's App Store and Google Play reviews appear in Clomni as conversations, with their stars. The reply your team writes is published on the app's store page as the developer's public answer. Each app is its own inbox, for example “Clomni (iOS)” and “Clomni (Android)”. An administrator connects the channel.

Steps

  1. 1

    What you need

    • Administrator access in Clomni.
    • App Store: Admin access in App Store Connect and an API key with the Customer Support role (.p8 file).
    • Google Play: Admin access in Play Console, a Google Cloud project and a service account JSON key.
    • The app must be in the store.
  2. 2

    Pick the card

    In Settings › Workspace settings › Inboxes, click “Add Inbox”. In the catalog open the “App Store reviews” or “Google Play reviews” card. Each store is a channel of its own. Click “Ready, continue”.

  3. 3

    App Store steps

    1. The “Open App Store Connect” button opens the keys page: Users and Access › Integrations › App Store Connect API › Team Keys.
    2. Make a key with “+” and pick the Customer Support role. Download the file: a .p8 can be downloaded only once, if you lose it make a new one.
    3. Drop the file into the field in Clomni or pick it. The Key ID is read from the file name (AuthKey_KEYID.p8). Copy the Issuer ID from above the key list and paste it.
    4. Click “Continue”. The apps the key can see appear with their icon and name. Pick the app and click “Connect”.
  4. 4

    Google Play steps

    Google Play reviews are read with a service account. A service account is a separate account made for your app in Google Cloud; Clomni reads and answers reviews in its name. This is how you get it:

    1. Pick a project. Open console.cloud.google.com, pick a project from the list at the top, or make one with “New project”.
    2. Enable the API. Under “APIs & Services › Library” find “Google Play Android Developer API” and click “Enable”. Direct link: Google Play Android Developer API.
    3. Make a service account. Under “IAM & Admin › Service accounts” click “Create service account” (direct link). Type a name, for example clomni-reviews. No role is needed, skip that step and click “Done”. The account's e-mail looks like [email protected], copy it.
    4. Download the JSON key. In the Service accounts list open that account, and under “Keys” pick “Add key › Create new key › JSON”. The file downloads to your computer. It is given only once, if you lose it make a new key.
    5. Give access in Play Console. On Play Console › Users and permissions click “Invite new users”. Type the e-mail from step 3, pick the app under “App permissions”, give “Reply to reviews” and “View app information (read-only)”, and click “Invite user”. Access can take up to 24 hours.
    6. Add it in Clomni. Upload the JSON file and type the package name. It is under the app name in Play Console, for example com.company.app. Click “Continue”. Once the key is checked, type the inbox name and click “Connect”.

    The “Key” line in the channel settings shows this service account's e-mail.

    Finally, pick the agents who will see this inbox's conversations.

  5. 5

    What happens

    • New reviews arrive every 10 minutes. Each review is its own conversation.
    • The reply is published in the store and everyone sees it. You cannot message the reviewer privately.
    • A review has one reply: a new reply replaces the earlier one.
    • Deleting a reply: in the App Store, deleting the reply message in Clomni deletes it from the store too. Google Play does not allow deleting a reply: a reply deleted in Clomni stays in the store, and only Play Console can delete it or a new reply replace it. Deleting a customer's review removes it from Clomni only.
    • Files cannot be sent, only text.
    • App Store: when you connect, the last 90 days of reviews arrive without notifications. The reply appears after Apple checks it, from a few minutes to a few hours.
    • Google Play: only reviews with text from the last 7 days arrive. A reply can be at most 350 characters, the reply box shows a counter.
    • An edited review arrives as a new message in the same conversation. A reply already in the store appears in the conversation too.
    • Assignment, teams, labels, reports and the AI agent work on this channel too. The AI agent keeps to the store's limit and to the rules of a public reply.
  6. 6

    Having trouble?

    • What is a service account and where do I get it? A separate account made for your app in Google Cloud. You make it in step 3 of the Google Play steps above, download its JSON key in step 4 and give it access in Play Console in step 5.
    • The key is not accepted. The key's role must be Customer Support or higher. Copy the whole Issuer ID. Pick the file unchanged. For Google, pick the service account JSON file.
    • The app is not in the list. The key was made in another App Store Connect account, or the app is not in the store yet. Make the key in the account that has the app.
    • Google: permission error. A new permission can take up to 24 hours. Check that the service account has “Reply to reviews” and “View app information (read-only)” for this app and that the API is enabled in the project.
    • Reviews do not arrive. Google only gives reviews from the last 7 days. In the inbox settings, under “Store connection”, you see the last check and the last error, can check now with “Check now” and can replace the key.