AI Assistant

The AI Assistant helps your customers write reviews and helps your team respond to reviews. You can access it in your project settings, here.

Setup

Before using the AI Assistant, you need to tell it about your business. Enter your business name (at least 3 characters) and a description of your products or services (at least 50 characters). This helps the AI create responses that fit your industry and brand.

You can also add a support email and phone number. These are optional and will only be included in replies to negative reviews, so customers know how to reach you directly.

AI Review Suggestions

AI Review Suggestions help your customers write their reviews. When a customer selects a positive rating (4 or 5 stars) and sees the review field, a "Generate" button appears. Clicking it produces several ready-to-use review suggestions they can pick from or edit.

You can adjust several settings for your AI-generated reviews:

Number of Review Suggestions – Choose how many suggestions to show (1–5). Customers can regenerate to get new options.
Maximum Review Length – Set how long each suggestion can be, from 100 to 500 characters. The default is 250.
Language – Pick from available languages, or let the AI match your customer's browser language.
Keywords in Reviews – Add up to 10 keywords you'd like included when relevant (e.g., your business name, location, or services) to help with SEO.
Custom Instructions – Add your own guidance for the AI (up to 2,000 characters). For example, you might ask it to mention specific services or avoid certain phrases.

Use the Preview button to generate a sample review with your current settings before saving.

Each review page has its own toggle to enable or disable AI Review Suggestions. Go to Forms, open a review page, and find the AI Assistant section to turn it on or off for that page. When you first save your AI Review Suggestions settings, the feature is enabled on all your review pages by default.

AI Review Suggestions only appear when customers are writing a native review on your review page. If they're redirected to a 3rd party site (like Google) after selecting a rating, the button won't show. If you use links instead of redirects, customers can still copy and paste an AI-generated review to a 3rd party site.

AI Replies

AI Replies help you respond to your Google reviews quickly. Each reply considers the rating, sentiment, and your past responses. The AI stays friendly and supportive, especially for customers who had a negative experience.

Replies are kept short—no more than 50 words (or 20 words when there's no review text). You can adjust:

Tone – Choose how your replies sound: friendly, formal, empathetic, grateful, enthusiastic, casual, apologetic, informative, or humorous.
Language – Pick from available languages, or let the AI match the customer's language.
Keywords in Replies – Add up to 10 keywords to include when relevant for SEO.
Custom Instructions – Add your own guidance (up to 2,000 characters) so the AI follows your style or priorities.

Use the Preview button to generate a sample reply. You can enter a rating, optional review text, and tone to see what the AI would produce before saving.

You can only reply publicly to reviews using the Google My Business integration. Any review imported or synced via the integration can be replied to from the platform, and the reply will appear on your Google listing.

Automating Replies

You can have the AI automatically reply to reviews on your Google My Business profile:

Enable for all reviews – Reply to every review.
Enable for positive reviews – Reply only to positive reviews.
Disable – Turn off automatic replies.

When automation is on, you can set:

Delay – How long to wait after a review is posted before replying: minimal delay, or 3, 6, 12, or 24 hours.
Age of Reviews – Limit which reviews get auto-replies by how old they are. For example, you might only auto-reply to reviews from the last 7, 14, 30, 60, or 90 days. Leave this as "None" to include all reviews regardless of age.

Handling of Negative Reviews

For negative reviews, the AI can include your business email or phone number in the reply, inviting customers to contact your support team directly.