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Automate replies to reviews

Reply to new reviews automatically by rating or recommendation, at once, after a delay or after you confirm, with AI or your own text, grounded by Brand Context.

Last updated 3 min read

On this page
  1. Add a rule
  2. When rules run
  3. AI replies and their limits
  4. Brand Context
  5. Who can set rules

Reputation > Automate Replies answers new reviews of the chosen location for you, following rules you set. You can also open it from Reply Options in the Reviews Inbox.

Add a rule

  1. Choose Add New Rule and give it a Rule Name.
  2. Pick the Trigger: a star rating (1 Star to 5 Stars) or a Facebook Recommends or Does Not Recommend. A trigger can be used by one active rule of the location at a time.
  3. Pick the Action:
    • Immediately.
    • After Duration: from 15 minutes to 3 days.
    • After Confirmation: the reply waits in the Reviews Inbox until someone confirms it.
  4. For Reviews with text, choose Reply With: AI-Generated with a tone and a language, or Custom Text. Custom text can use the same fields as reply templates, through Insert Field; a field typed by hand that is not one of them is refused when you save.
  5. For Reviews without text, keep Same as reviews with text, or choose None, AI-Generated or Custom Text.
  6. Leave Active on and save.

Switch a rule on or off from the list, or edit and delete it there.

When rules run

  • Only on reviews collected after the rule was switched on, and never on the first import of a newly connected platform.
  • Never on a review that already has a reply.
  • Rules work on Google Business Profile and Facebook reviews, the platforms Reviews collects.

AI replies and their limits

An AI-Generated reply uses one AI credit of your workspace, from the same allowance as AI Pilot. It needs the operator's AI key. Without it, AI-Generated is off in the rule editor, which says why, and a new rule starts on Custom Text: an AI-Generated rule would send nothing. Rules saved earlier with AI replies stay and can be switched off, but send nothing until the AI is configured. If the credits have run out, the rule sends nothing for that review.

Because anyone can write a review, a location gets at most 50 automatic AI replies a day. Reviews over that limit are left for you to answer.

Brand Context

Library > Brand Context is set per brand and grounds every AI reply:

  • Contact Information: for example a phone number or an e-mail address for unhappy reviewers.
  • Business Description: what the business does, in up to 500 characters.

Reply templates also fill their Contact Information field from it.

Who can set rules

The account owner, Reviews Admins, Managers and clients whose Reviews switch is on, for the locations they reach.