AI Tools
Draft review replies and highlights with AI, score review sentiment, preview suggestions, and optional automation.
AI Tools help your customers write reviews, help your team respond to reviews, highlight the best phrases in the reviews you collect, automatically tag reviews, and score how positive or negative written feedback feels. You can access them in your project settings, here.
Each tool has its own page. The AI Tools index shows a tile for Review Suggestions, Replies, AI Tags, and Highlights, with a status for whether that tool is on and a button to open it.
Setup
Before using AI Tools, add a Business Description (at least 50 characters) in Settings → Project. The AI uses your project name and this description so suggestions, replies, and highlights fit your industry and brand.
AI Review Suggestions
AI Review Suggestions help customers get started on a review. The feature is off by default. When a customer selects a 4 or 5 star rating and sees the review field, a Generate button appears. Clicking it produces several suggestions they can pick from or edit. The review should still be their own words.
Open Settings → AI Tools → Review Suggestions to adjust:
Number of Review Suggestions – Choose how many suggestions to show (1–5). Customers can regenerate to get new options.
Maximum Review Length – Set how long each suggestion can be, from 100 to 500 characters. The default is 250.
Language – Pick from available languages, or let the AI match your customer's browser language.
Keywords in Reviews – Add up to 10 optional words to include when they fit, such as your business name, location, or services.
Custom Instructions – Add your own guidance for the AI (up to 2,000 characters). For example, you might ask it to mention specific services or avoid certain phrases.
To try a sample review suggestion, use Preview as described in Previewing suggestions and replies.
Use the Review Pages section to choose which pages show suggestions. Check the pages you want, then click Save. You can also turn suggestions on or off for a single page from Review Pages → Feedback Form.
The Review Suggestions tile on the AI Tools index shows how many review pages have suggestions on.
Treat suggestions as a starting point. Customers should edit the text so it matches their experience. Do not post a suggestion to Google for them. See Google Review Guidelines.
AI Replies
AI Replies help you respond to your Google and Facebook reviews quickly. Each reply considers the rating, the tone of the review text, and your past responses. The AI stays friendly and supportive, especially for customers who had a negative experience.
Open Settings → AI Tools → Replies to adjust:
Tone – Choose how your replies sound: friendly, formal, empathetic, grateful, enthusiastic, casual, apologetic, informative, or humorous.
Language – Pick from available languages, or let the AI match the customer's language.
Keywords in Replies – Add up to 10 keywords to include when relevant for SEO.
Custom Instructions – Add your own guidance (up to 2,000 characters) so the AI follows your style or priorities.
Support Email Address and Support Phone Number – Optional. These are only included in replies to negative reviews, so customers know how to reach you directly.
To try a sample reply, use Preview as described in Previewing suggestions and replies.
Automate
The Automate section on the Replies page turns on automatic posting to your Google and Facebook listings. It is separate from tone, language, and instructions.
Disable – Turn off automatic replies.
Enable for positive reviews – Reply only to positive reviews.
Enable for all reviews – Reply to every review.
When automation is on, you can also set:
Delay – How long to wait after a review is posted before replying: minimal delay, or 3, 6, 12, or 24 hours.
Age of Reviews – Limit which reviews get auto-replies by how old they are. For example, you might only auto-reply to reviews from the last 7, 14, 30, 60, or 90 days. Leave this as "None" to include all reviews regardless of age.
Click Save in the Automate section to apply these settings. The Replies tile on the AI Tools index shows whether automation is on, on for positive reviews, or off.
Handling of Negative Reviews
For negative reviews, the AI can include your support email or phone number in the reply, inviting customers to contact your support team directly.
AI Highlights
AI Highlights pick out the best phrases in your positive reviews and color them so they stand out wherever the review is displayed—in widgets, your showcase, and review share images. Skim-friendly highlights help shoppers spot what other customers loved without reading every word, which can lift conversion and SEO.
Only positive reviews (4 or 5 stars) with review text are highlighted. Short and empty reviews are skipped automatically.
Open Settings → AI Tools → Highlights to adjust:
Highlight Color – Pick the background color used behind highlighted phrases. Choose from preset shades or enter your own hex value.
Custom Instructions – Add your own guidance for the AI (up to 2,000 characters). For example, you might tell it to favor phrases about service quality, product features, or your brand name.
Use the Automate section to turn highlighting on or off for new positive reviews. Once on, new reviews are highlighted automatically as they come in, usually within an hour.
The Highlights tile on the AI Tools index shows whether highlights are on or off.
Saving changes
Saving highlight color or instructions applies those settings right away. Changing only the color recolors existing highlights automatically. The AI does not need to run again, so this is fast and free.
When Enable is selected, two optional checkboxes appear. These choices are saved.
Remove highlights from all reviews – Strip existing highlights.
Regenerate highlights with AI for all positive reviews – Backfill highlights on existing positive reviews.
You can use both: remove first, then regenerate. Leave both unchecked if you only want highlights applied to reviews going forward. Clear and regenerate run when you turn a checkbox on, or when you enable automation with a checkbox already selected. Saving again with the same boxes checked does not run them again.
Highlight color is part of your visual brand. Pick a shade that contrasts with your widget and showcase backgrounds so the highlighted phrases really pop.
AI Tags
AI Tags automatically apply a review tag when a review matches your instructions. You can manage them from Settings → AI Tools → AI Tags, or from Settings → Tags using the AI Tags tab.
From AI Tools, the list shows only tags that already have AI tagging on. Creating a tag here always makes a review tag with AI tagging enabled, and instructions are required.
You can also turn AI tagging on for an existing review tag in Settings → Tags. See Tags for the full tag manager, including customer tags.
The AI Tags tile on the AI Tools index shows how many AI tags you have, or Off if you have none.
Sentiment
Sentiment scores how strongly the written text of a review feels positive or negative. It looks at the words in the review, not the star rating, so a short "Great!" can score differently from a long, detailed rave even when both are 5 stars.
On the Reviews page, each review shows a Sentiment meter in the table. Hover the meter to see the score out of 100. Reviews with no written text, or reviews that have not been scored yet, show an empty meter.
You can sort the reviews list by sentiment:
Most Positive – Highest scores first
Most Negative – Lowest scores first
New written reviews are scored automatically in the background. There is nothing to turn on or configure for Sentiment.
Previewing suggestions and replies
Each of the AI Review Suggestions and AI Replies pages has its own Preview button. Click Preview to try that tool without posting anything publicly.
AI Review Suggestions – Pick a maximum length for the sample text, then click Generate to see one example of what a customer might see. The sample reflects your saved language, keywords, and custom instructions. If you changed any of those options on the page, click Save first so the sample matches your latest choices.
AI Replies – Pick a star rating, optionally type sample review text, then click Generate to see an example reply. The sample reflects your saved tone, language, keywords, and custom instructions. Save your page changes first if you want the sample to match what you just edited.
Click Generate again for a new sample, or Cancel to close the window.
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