Set Up Your Reply Rules

All your rules live on one screen — the AI Review Reply Rules page, opened from your Reviews page. Here's how to set it up.

1. 1Open Reviews and go to Auto-Reply (the AI Review Reply Rules page).
2. 2Turn on the Workspace default toggle at the top right to enable auto-reply across all your locations.
3. 3Pick a review type tab — Positive, Neutral, Question or Negative — and set its rule.
4. 4Repeat for each type, then click Save changes.

The review type tabs

Reviews are grouped into four types so you can treat each one differently. Click a tab to edit that type's rule; the label under each tab shows its current action and tone at a glance.

What each field does

• Action — what AI does for this review type: Auto-reply, Draft & hold for approval, Notify me only, or Off. See Reply Modes and Tones.
• Tone — the voice of the reply: Friendly, Professional, Playful or Apologetic. Shown only when the action writes a reply.
• Delay (minutes) — how long to wait after a review arrives before replying. A short delay gives you a window to catch anything you'd rather handle yourself.
• Notify me — email you when a reply is published for this review type.

A recommended setup

• Positive — Auto-reply, Friendly, a short delay. Thank happy customers automatically.
• Neutral — Draft & hold, Professional. Review the reply before it goes out.
• Question — Draft & hold, Professional. Make sure the answer is right before it posts.
• Negative — Notify me only, Apologetic. Handle unhappy customers personally — AI never auto-posts to a bad review.