How does an AI review response agent work?#
It watches your reviews, writes a reply that answers what the customer actually said, and sends it or holds it for you. Agent Studio splits the job by rating so praise gets thanked fast and criticism gets a human look.
| Review | What happens | Where you set it |
|---|---|---|
| 4 or 5 stars on Google or Facebook | Auto-reply posts a reply in your chosen tone | CRM Reputation settings |
| 1 to 3 stars | Press Draft with AI in the reviews inbox, edit, then press Post to Google or Post to Facebook | CRM Reputation inbox |
| Any review from any site | A workflow on New review received creates a task, a note or a Slack alert | CRM Automations |
| Reviews from stores or sites you track by hand | The Review Responder template drafts a reply for every review you approve | Templates |
How do I turn on automatic review replies?#
Connect Google and Facebook in Reputation, switch on auto-reply, and pick a tone. New reviews sync into one inbox and happy customers hear back without you lifting a finger.
Answer every review
Step 1: Open Reputation and connect your profiles
Connect Google and Facebook so reviews sync into the reviews inbox. Press Sync now to pull the latest.Open ReputationStep 2: Switch on auto-reply
Tick Reply automatically to new 4 and 5 star reviews on Google and Facebook and choose the Auto-reply tone that sounds like you.Open Reputation settingsStep 3: Work the critical reviews
Filter the inbox to low ratings. Press Reply on a review, pick Warm, Brief or Apologetic, and press Draft with AI. Edit the draft, then press Post to Google or Post to Facebook.Step 4: Alert your team on every new review
In Automations, start a workflow with New review received and add Create Task so the right person follows up with the customer.Open Automations
How should an AI agent handle negative reviews?#
Draft fast, post with a human yes. Bad reviews carry details only you know, so Agent Studio drafts the reply and waits for you to approve it.
- Name the specific problem the customer raised. Generic apologies read as canned.
- Offer one concrete next step, such as a direct phone line or a manager's name.
- Keep it short. The Review Responder template caps replies at 80 words and bans the phrase "I apologize for the inconvenience".
- Take the fix offline with a Create Task so someone calls the customer the same day.
Can the agent reply to reviews from other sites?#
Yes. The Review Responder template drafts a reply for a review from any store or review site. It checks an approved flag with a Branch step: approved reviews get a reply under 80 words, posted to your team through Slack Message, and unapproved ones come back on a separate approval-required output, so every reply has a yes behind it.