AI replies to reviews

Settings › Reputation › Reviews & AI replies decides what the AI does with a new review. Nothing changes until you press Save.

AI replies

• Off: you write every reply. The AI draft button on a review still writes one when you ask.
• Draft for approval: a reply is written for every new review and waits on the Reviews page (AI draft waiting). Read it, change it if you like, and press Send to Google — or Drop draft.
• Post automatically: the reply is posted on Google by itself.

The AI writes in your company's voice, 2 to 4 sentences, using the customer's first name and thanking the crew they mention. It never offers discounts, refunds, prices, phone numbers, links or emoji.

The rules it follows

• For these ratings: the ratings it answers (4★ and 5★ unless you change it).
• A low review is never posted automatically — even in Post automatically. If its rating is ticked, it gets a draft for you to approve.
• Wait before replying: minutes after the review was written (5 unless you change it).
• Shortest reply: 120 characters and 2 sentences unless you change it. A shorter answer is written once more; if it is still too short, the review waits for you.
• Never twice: before posting, MoveBoard asks Google whether the review already has a reply. If it does, nothing is posted.
• Never the old ones: reviews that were already on Google when you connected are never answered by the AI.
• Your voice (optional): a sentence or two about how you talk to customers.

Low reviews

With Tell the office about a low review on, every new review at or under the rating you pick (3 stars unless you change it) is announced once — on the bell, as a phone notification and by email — to the people who switched on When a low-star review comes in in their notifications, or, if nobody did, to the people who may manage reviews.

A change applies from the current pay period on; earlier periods keep the settings they had.