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AI reply suggestions

Tone selection, how the draft is written (length that follows the review, its language, no gushing), credits and limits.

Updated:

AI reply suggestions draft a reply to a review in seconds. The goal is to save time while keeping your reply rate high: you find them under each waiting review and in the reply box on the Reviews screen.

How it works

  1. Under a review, click Write with AI (or open Reply and click it in the reply box).
  2. The AI drafts a reply that responds to what the review says and fills the reply box. The draft is written in the review's language; for a rating-only review (no text), in the language most of your customers write their reviews in, or your Google profile's language if there isn't one.
  3. Pick the tone from the Tone menu under the reply box: Professional, Friendly or Apologetic. The tone applies to the next draft; Rewrite drafts again in the tone you picked.
  4. 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.

How the draft is written

Auto-reply follows the same rules.

  • Length and layout follow the review: two short paragraphs for a rating-only review or a review of a few words (about 45-85 words), three short paragraphs for a short review (70-110 words) and for a detailed one (100-150 words). The draft isn't padded with general statements.
  • It responds to the review: it follows the customer's points in order (a staff name, a service, a wait) without repeating the review back.
  • Your business name and area in every reply: the closing paragraph names your business and your city or neighborhood once (and your street when your address shows on Google), complaint replies included. For 4 and 5 stars it invites the customer back with one of the services listed on your profile; complaint replies don't promote services. Health businesses: no treatment names. Law firms, notaries and pharmacies: no service and no invitation to come back.
  • No gushing: at most one exclamation mark and none in a 1-3 star reply; no stock phrases like "thank you so much", "means the world to us" or "your feedback is valuable".
  • Nothing invented: no products, prices, hours, staff names, actions that weren't taken ("we've retrained our staff") or promises (discounts, refunds, free items).
  • On a negative review it opens with an apology for that problem and asks the customer to contact the business directly; it doesn't argue or blame, and it doesn't pass judgment on the complaint for you ("unacceptable", "you're right": such a sentence is removed from 1-3 star replies). A positive review doesn't get "let us know if anything goes wrong".
  • Turkish replies address the customer formally ("siz"). The reviewer's first name is used once, only if it looks like a real name.
  • The openings and closings of the business's latest replies aren't repeated, so replies read one after another on the profile don't all start the same way.
  • For health businesses, the reply never confirms the reviewer is a patient and never repeats a treatment, procedure or result.
  • For law firms, notaries and pharmacies, the reply never repeats the customer's matter (the case, its type, the process or the outcome; medicines or conditions).

Limits

  • Each draft (and each Rewrite) uses 1 credit from your account's monthly AI pool, shared across your businesses. When the pool is used up, the reply box says when it renews.
  • 15 per minute per user (cost protection).
  • Permission: reviews.respond.
  • The review text is passed to the AI as quoted customer input, and the AI is told to ignore any instructions inside it (prompt-injection protection). Email addresses, links and Turkish-format phone numbers in the review are masked before it's sent.

Tip: add what you actually did

The AI only knows what the review says, and it won't write about something that wasn't done. If you talked the problem over with your team or fixed something, add it yourself before sending.

Why it matters

Google lists responding to reviews among its tips for improving local visibility. AI drafts let you reply quickly and specifically even at high volume; reply rate is also measured in the Reviews area of SEO Analysis.

What's next

If volume is very high, consider Auto-reply instead of replying to everything by hand.

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