AI reply suggestions
Tone selection, a draft in the customer's language, limits, and security.
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.
- 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 your account's monthly AI pool (shared across your businesses).
- 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: personalize the draft
The suggestion is written in a professional tone. Before sending, make it personal by adding the customer's name, the branch they visited or the product they mentioned. Tone selection (corporate, friendly, apologetic) is available in the Auto-reply settings.
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.