Configuring AI Review Management

Configuration decides how replies sound and when you're asked to step in. You can change any setting at any time; just send us a message.

Tone of voice

Rules for negative reviews

Reviews of 1 to 3 stars are never answered without your approval. The guidelines we follow by default are:

• Reply calmly, thank the reviewer and acknowledge their experience, without arguing.
• Don't go into detail or over-explain; offer to continue the conversation privately, with a business contact.
• Never share customers' personal data, such as what they ordered, appointment dates or health information.
• Don't offer compensation in public.

Sample reply to criticism

Hi Anna, thank you for taking the time to leave a review, and we're sorry the wait was so long. That's not the experience we want to offer. We'd like to understand what happened: if you can, please drop us a line at the restaurant's email address. The team at Example Restaurant

Notice that the reply doesn't argue, doesn't reveal details of the visit and offers a private channel. For positive reviews, replies should be short, say thank you and, wherever possible, mention something specific the customer wrote about, such as a dish or the name of the person who served them.

Alerts

By default you get an instant alert for every 1 to 3 star review, with the review text and a suggested reply. You can change the threshold (for example, only 1 and 2 stars), choose who receives alerts and ask to be notified about reviews with specific keywords, such as a staff member's name.

Approval mode

We recommend starting with approve everything for the first few weeks. Once you trust the tone, you can switch to the second mode. See how it all works day to day on the usage page.