AI replies, resolution and competitors
Replies are drafted in your brand voice for the team to approve, unhappy feedback is kept private to resolve, and nearby competitors are tracked for comparison.
When you'd use it
To keep reply volume high without losing your voice, to handle complaints before they go public, and to benchmark against nearby venues.
How it behaves
For each review the assistant drafts a reply in the venue’s brand voice, using the review and prompts you set. The team can generate a draft on demand and edit it, or set rules that draft replies automatically by rating, sentiment and platform, with an optional delay. Drafts wait in an approval queue where they are approved, edited, regenerated or rejected, and an approved Google reply is posted back to Google. Rules can auto-approve where you trust them.
Complaints are kept private by the routing threshold: a guest who rates below it lands on a private feedback path rather than a public site, and the team follows up by email through the inbox and marks it done.
Competitor tracking follows a chosen set of nearby venues by their Google listing and compares their ratings, review velocity and the aspects guests mention against yours.
Configuration and options
- Draft replies
- On-brand drafts generated per review from prompts you set.
- Auto-generation rules
- Draft replies automatically by rating, sentiment and platform, with an optional delay.
- Approval queue
- Approve, edit, regenerate or reject drafts, singly or in a batch; optionally auto-approve.
- Reply back
- Approved Google replies post back to Google.
- Private resolution
- Below-threshold feedback stays private, followed up by email and marked done.
- Competitor set
- Nearby venues tracked by their Google listing for comparison.
Good to know
Nothing posts to Google unless it is approved, unless you switch on auto-approve for a rule.
Complaints are handled on the private feedback path, not by replying publicly.