Reviews and AI replies
How the review inbox works, how each AI draft is written, how AI Personalities and Additional Instructions shape it, and what credits pay for.
Every review from the sites you connect lands in one inbox with a reply already drafted. You read it, change it if you like, and post it on the review site yourself.
The inbox
Open Inbox in the sidebar. Reviews from every location and every connected site are listed together, along with the private feedback your review funnel collects.
You can narrow the list by status (new, responded or skipped), by site, by sentiment, by star rating or by topic, search the text of your reviews, and sort by priority, by date or by rating. Click a review to open it with its suggested response beside it.
How a draft is written
When a review arrives it is analyzed first: its sentiment, the themes it raises, whether it calls for an apology, and any risk, such as a legal or safety concern or a review that looks fake. The draft is then written from that analysis, your business details and a voice picked for that review.
Every draft follows the same ground rules. It never admits liability or offers compensation, never says it was written by AI, never invents facts, policies or promises, never discusses private details in public, never argues with the reviewer, and names a member of staff only when they were praised.
Edit, regenerate and post
A reply stays a draft until you post it. In the review you can:
- change the voice under AI Personality before you regenerate;
- edit the Suggested Response directly;
- press Regenerate for a fresh draft, or type a note first, such as "mention our new patio", and the new draft follows it.
When it reads right, press Copy & Open followed by the name of the review site. It copies the reply and opens that site in a new tab, where you paste it and post it. Copy Response copies it without opening anything. Nothing is published in your name without you seeing it first. We draft, you post.
Etsy allows one public reply per review. Once you post it, the buyer can no longer edit their review.
AI Personalities
A personality is the voice a reply is written in. Choose yours in Settings > AI Personalities.
Every account starts on Auto, which picks a voice for each review from its analysis:
- a review that raises a legal, safety or harassment concern, asks for an apology, or reads negative gets Calm Service Recovery;
- a review that looks fake gets Professional;
- a positive review with real detail in it gets Heartfelt;
- everything else gets Professional or Friendly.
Each review shows which voice Auto picked and why. Auto picks the same voice again when you regenerate, unless you choose another one.
To use one voice for everything instead, pick it under Default Personality. The preset voices are listed on the same page.
Custom personalities and AI Clone are included on Professional and Enterprise, and your free trial runs on Professional. A custom personality is a voice you describe yourself. AI Clone learns how you write from replies you have already posted: you pick a handful, and it creates a personality that sounds like you. When you have one, Auto uses it as your brand voice for positive and mixed reviews, and still hands complaints to Calm Service Recovery.
The Test Lab at the bottom of the page drafts a reply to one of your real reviews in any personality, so you can compare them. Each test spends from your credits.
Additional Instructions
Additional Instructions, on the same page, is a short note added to every AI-drafted reply, whichever personality writes it, for example "Always sign off as Trevor, our owner". It applies to replies drafted from the moment you save it.
Some rules cannot be overridden by an instruction: a reply never admits liability or offers compensation, never says it was written by AI, never names a member of staff in connection with a complaint, never repeats or reveals a reviewer's private or personal details, and never invents facts, discounts or policies.
Credits
Analyzing a review and drafting its first reply are free on every plan, however many reviews you get. Credits pay for the extra work you ask for:
| What you do | Cost | Notes |
|---|---|---|
| Review analysis | Free | Sentiment, themes and risk flags on every review |
| Drafted reply | Free | The first draft of every new review, on every plan |
| Regenerate a reply | 1 credit | Each time you ask for a different draft |
| AI insights | Free | Included on every plan, refreshed automatically from your reviews |
| Regenerate insights | 2 credits | Only when you ask for a fresh read before the next refresh |
| Review request | 1 credit | Each request you send by email or SMS |
| Add a competitor | 5 credits | One time, per competitor. The weekly sync is included |
| Insight Studio question | Varies | Depends on how much data the question covers |
Each plan includes credits every month: 100 on Starter, 100 per location on Professional, and 300 per location on Enterprise. During the free trial you have 25 credits a month, however many locations you add. The Credits Remaining card on your dashboard shows what is left.
If you need more before your credits renew, buy a top-up pack in Settings > Billing. Top-up credits never expire, and your monthly credits are used first.
If you run out, the free work carries on: reviews keep syncing, keep being analyzed and keep getting a first draft. Only the paid extras wait until your credits renew or you top up.
Getting started
Create your account, add your first location, connect the review sites you use, and post your first AI-drafted reply.
Coupons overview
What Coupons does, how your texting number is registered with the carriers, who you can text and how they agree to it, and the rules every text follows.