AI Assistant

AI-powered tools for generating review suggestions and crafting responses to reviews.

Every project comes with an AI Assistant that can help your customers write their reviews, and also help your team respond to their reviews. You can access it in your project settings, here.

Setup

To use the AI Assistant, enter your business name and a brief description of your products or services. This information helps the AI create responses specific to your industry. You can also add a support email and/or phone number, which will only be included in replies to negative reviews to encourage customers to reach out for help.

AI Review Suggestions

With AI Review Suggestions, your customers can generate between 1 - 5 suggestions to use for their review. If enabled, in both the AI Assistant and on your review page (in the AI Assistant settings of the page), a button will appear underneath the Review field to generate a review.

You can adjusted several parameters for your AI-generated reviews:

• Number of Review Suggestions - The number of suggestions for the customer to select from. They can also regenerate the suggestions.

• Maximum Review Length - The maximum number of characters each review should be.

• Language - Choose from 10 available languages for your reviews, or let the AI automatically write them in the customer’s browser language.

• Keywords in Reviews - Add specific keywords to your reviews, when applicable, to help improve your listing’s SEO.

AI Review Suggestions are currently only available when writing a native review on your review page. This feature will not be available to your customers if they are redirected to a 3rd party site after selecting a rating. However, if you use links on your review page, the customer may copy/paste the AI-generated review into a 3rd party site.

AI Replies

With AI Replies, you can instantly generate responses to your Google reviews. Each reply takes into account the rating, sentiment, and past responses. They follow clear guidelines to stay friendly and supportive, especially for customers who had a negative experience.

AI-generated replies are no more than 50 words. In addition, you can adjust several parameters:

• Default Tone - Select from a list of tones to appear more personal: friendly, formal, empathetic, grateful, enthusiastic, casual, apologetic, informative, and humorous.

• Language - Choose from 10 available languages for your replies, or let the AI automatically respond in the customer’s language.

• Keywords in Replies - Add specific keywords to your replies, when applicable, to help improve your listing’s SEO.

You can only reply publicly to reviews using the Google My Business integration. Any review imported or synced via the integration can be replied to publicly on your Google listing from the platform.

Automating Replies

You can automate replies to all reviews on your Google My Business profile. Choose one of the following settings:

• Enable for all reviews – automatically reply to every review.

• Enable for positive reviews – automatically reply only to positive reviews.

• Disable – turn off automatic replies.

Handling of Negative Reviews

If a customer leaves a negative review, the AI-generated reply can include your business email or phone number, inviting them to contact your support team directly.