> For the complete documentation index, see [llms.txt](https://docs.moregoodreviews.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.moregoodreviews.com/platform/ai-tools.md).

# 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](https://moregoodreviews.com/settings/ai-tools).

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.

{% hint style="info" %}
AI features are included on **Business** and **Agency**. If AI options are locked, upgrade your plan.
{% endhint %}

### 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](#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.

{% hint style="warning" %}
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](/platform/google-review-guidelines.md).
{% endhint %}

{% hint style="info" %}
AI Review Suggestions only appear when customers are writing a review on your page. If they are redirected away after selecting a rating, the button will not show.
{% endhint %}

### 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](#previewing-suggestions-and-replies).

{% hint style="info" %}
You can reply publicly to reviews from the Google My Business and Facebook integrations. Any review imported or synced via those integrations can be replied to from the platform, and the reply will appear on your Google or Facebook listing.
{% endhint %}

#### 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.

{% hint style="info" %}
Changing the highlight color does not regenerate highlights or use any AI credits—it just updates the color of the highlights that already exist.
{% endhint %}

{% hint style="success" %}
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.
{% endhint %}

### 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](/platform/projects/tags.md) 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](/platform/projects/reviews.md) 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.

{% hint style="info" %}
Use **Most Negative** to find harsh written feedback quickly, including critical reviews that still carry a mid or high star rating.
{% endhint %}

### 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.

{% hint style="info" %}
Preview is only for testing your settings. Nothing from the preview is published to your review page, your Google or Facebook listing, or anywhere else.
{% endhint %}