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.
Came in for brunch with my sister. The lemon ricotta pancakes were light and fluffy, and Sam at the counter remembered our order from last time. We will be back!
We waited forty minutes for a table on Saturday even though we had a reservation. The food was good once it came.
Lovely patio and a great burger. A little loud inside on a Friday night.
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
A reply stays a draft until you post it on the review site yourself.
- In Inbox, click the review. Its analysis shows on the review, and its Suggested Response opens beside it.
- Edit the Suggested Response directly if you want to change a word or two.
- For a fresh draft, press Regenerate. To steer it, type a note in the field beside the button first, such as "mention our new patio", and the new draft follows it. To change the voice, pick another under AI Personality before you regenerate. A regeneration spends credits (see Credits).
- 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.
- Paste the reply on the site and post it there.
Copy Response copies the reply without opening anything. Nothing is published in your name without you seeing it first. We draft, you post.
Came in for brunch with my sister. The lemon ricotta pancakes were light and fluffy, and Sam at the counter remembered our order from last time. We will be back!
AI Analysis
Sentiment: Positive. The reviewer loved the food and the friendly service.
Customer Intent: Sharing a good visit and planning to come back.
Response Coaching: Thank them warmly, mention the pancakes and thank Sam by name.
Show full analysis
AI Personality
AutoAuto chose Heartfelt because this review is positive and specific.
Suggested Response
Thank you so much, Dana! We're thrilled the lemon ricotta pancakes hit the spot, and we'll pass your kind words on to Sam. It means a lot that you and your sister keep coming back. See you at brunch soon!
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 from the Inbox settings button at the top of your review inbox. It opens your inbox settings over the whole inbox, and the personalities come first. Close it to return to your reviews right where you left them.
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 in the same panel.
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 in the same panel drafts a reply to one of your real reviews in any personality, so you can compare them. Each test spends from your credits.
Add instructions to every reply
Additional Instructions, in the same panel, is a short note added to every AI-drafted reply, whichever personality writes it, for example "Always reply from the perspective of Erin, 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 on a review: each Regenerate costs 1 credit, and each Test Lab draft spends from your credits too. The Credits Remaining card on your dashboard shows what is left this month.
How credits work lists what every action costs and how many credits your plan includes each month, and Buy a credit pack covers topping up before they renew.
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.
Related
Getting started
Create your account, add your first location, connect the review sites you use, and post your first AI-drafted reply.
Review analytics and monthly reports
Read your ratings, sentiment and topics over time on Review Analytics, and generate a printable monthly report for you and your team.