Auto Respond generates and posts review replies based on rules you define. It is built for teams that want faster response coverage without assigning every review to a human first.
For live posting, the review source must support direct replies. On Google that means Grant Access, not Public Access.
What you need first
- A review source connected with the right access level for direct replies
- An AI provider connected, such as OpenAI or OpenRouter, or access to built-in AI
Create a rule
Go to `Platform -> AI & Automation -> Auto Respond`, click `Create Rule`, and define when the rule should trigger and how it should reply.
- Scope the rule by organization, location, rating range, and review source
- Choose AI-generated replies or a static response
- Add a delay if you want responses to feel less mechanical
- Enable approval if you want a human to review drafts before posting
Use more than one rule when tone should change
Most operators do better with multiple rules than one catch-all rule. Positive reviews can be answered quickly with a warm prompt. Negative reviews should usually be delayed and approved by a human.
Apply rules to older reviews
After a rule is live, you can run it against older unreplied reviews that match the criteria. This is useful when cleaning up an account that already has unanswered history.