AI reply suggestions
Tone selection, a draft in the customer's language, limits, and security.
Updated:
AI reply suggestions draft a professional reply to a review in seconds. The goal is to save time while keeping your reply rate high — they live in each review's reply box on the Reviews screen.
How it works
- On a review, click Suggest with AI.
- Choose a tone: professional, friendly, or apologetic.
- The AI drafts a short (2-3 sentence) reply in the customer's language and fills the reply box.
- Review, edit, and send.
The AI only fills the reply box — it does NOT auto-send. The final check is yours. The reply is plain text (markdown/asterisks are stripped) because the Google review reply is a plain-text field.
Limits
- 15 per minute per user (cost protection).
- The AI draws from the business's daily AI quota (per business).
- Permission: reviews.respond.
- The AI is hardened to ignore hidden instructions inside the review text (prompt-injection protection) and won't invent facts about the business.
Tip: choosing a tone
- Professional — a safe default for most reviews.
- Friendly — for warm, personal businesses (cafés, salons).
- Apologetic — for reviews reporting a bad experience; calm and solution-focused.
Why it affects ranking
AI suggestions let you reply fast and consistently even at high volume → your reply rate doesn't slip, which preserves the reputation signal the audit weights most heavily.
What's next
If volume is very high, consider Auto-reply instead of replying to everything by hand.