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
- Your own AI provider connected — OpenAI or OpenRouter. EmbedMyReviews is bring-your-own-key, so there is no built-in AI to fall back on.
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 rating range and review source (Google and Facebook). The organization is set by whichever organization you are currently switched into — leave it unswitched to apply the rule to all organizations. A location selector appears when working inside a single organization.
- Choose AI-generated replies or a static response
- Add a delay in hours if you want responses to feel less mechanical — available only when approval is off
- Or enable approval, in which case the reply waits for a human instead of a timer (an approval notification goes to the email you set)
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 saved against a specific organization, reopen it and use `Reply to Old Reviews -> Start` to run it over past unanswered reviews that match the criteria. Rules left at all-organizations scope do not offer the bulk option.