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Set up auto-replies

Create a rule that automatically thanks customers for positive reviews, using templates or AI.

This guide sets up a typical rule: every new 4- or 5-star review gets an automatic thank-you reply. You can adapt the same steps for other cases, for example an AI reply to neutral reviews.

Before you start:

  • The Auto-replies section must be enabled for your account. If you do not see it under Reviews, ask your account manager.
  • For a template-based rule, create at least one template first — see Reply templates. Two or three variants make replies look less repetitive.
  • For an AI-based rule, AI must be available for your account; each AI reply uses AI credits.

Steps

  1. Open Reviews → Auto-replies in the sidebar and click New rule.
  2. Enter a Name, for example Thank positive reviews.
  3. Optional: choose a Brand to limit the rule to that brand's locations, and narrow the Locations with the location picker. Leave them as they are to cover all locations.
  4. Under Match criteria:
    • In Rating, select 4★ and 5★.
    • Leave Has text as Any to reply to reviews with and without text.
    • Optionally set Sentiment to positive so that a high rating with a negative text is not answered automatically.
  5. Under Reply, choose the method:
    • Template — tick your thank-you templates and pick random or sequential under When multiple templates are selected.
    • AI generated — enter an Additional AI instruction, for example "Thank the customer by name and invite them back. Keep it under three sentences."
  6. Under Schedule, keep All days selected, or turn on Limit by time of day and set From and To if replies should only go out during business hours.
  7. New rules start with Enabled off. Leave it off for now and click Create rule.
  8. Check the rule's chips in the list. When everything is correct, turn on the Enabled switch and confirm with Enable.

Result

From now on, every new review that matches the criteria gets a reply automatically. The reply appears on the review card in Reviews and is published to Google like a manual reply. Use the Reply status filter on the Reviews page to follow the replies.

Note: Rules apply to new reviews. Existing reviews are not answered retroactively — reply to them manually or with Generate reply in the bulk bar on the Reviews page.

Troubleshooting

  • "Select at least one template". A template rule needs at least one ticked template.
  • "AI instruction is required". Enter an instruction for an AI rule.
  • No templates are listed. Create templates under Reviews → Templates first.
  • The rule does not reply. Check that Enabled is on, that the current day and time are inside the rule's schedule, and that the review matches every criterion. For AI rules, check that AI is available — a banner in the cabinet tells you when AI is paused.
  • A reply is not published on Google. The location's Google account may be disconnected. See Reconnect Google.