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Auto Reply Templates

Overview: Save time responding to reviews with Auto Reply Templates.

Overview: Save time responding to reviews with Auto Reply Templates. Upload a list of your pre-written responses and let AI select the reply best suited for each review. By combining the power of AI with the control of pre-written templates, your business can strike a balance between automation and personalization, maintaining a consistent brand voice.

How it Works:

By default, Auto Reply uses AI to write review replies for positive 3rd party reviews on the behalf of your business. You can switch to using your pre-written responses on the Auto Reply Settings page.

  • Update your Auto Reply Preference: Visit the Auto Reply Settings and select “I want AI to choose from my list of pre-written reply templates.”
  • Upload your templates: Click to upload a CSV spreadsheet of your prepared replies.
  • Let AI match each review to the best response: The system will begin selecting from your list to reply to new reviews.

Why Use Auto Reply Templates?

  • Reply to Reviews Effortlessly- Once your templates are imported, you don’t have to write manual replies to any positive Google and Facebook reviews. Acknowledge and thank each happy customer in a timely, consistent manner.
  • Maintain Brand Consistency - Use pre-approved templates to ensure each response matches your preferred tone and content guidelines.
  • Enjoy Low-Risk Automation - When using an automated template list, there’s less risk of a teammate or AI writing an undesirable response. This extra security can be especially helpful for some business contexts, such as healthcare and law.

Get Started

  • In a multi-location or agency account, select a specific business location from the business dashboard
  • In the side navigation menu, click ‘Settings’ and then ‘Auto Reply Settings’
  • Ensure your business is authorized for Google or Facebook. If your location is not authorized, you will see an alert at the top of the page prompting you to sign in.
  • Click the first toggle to enable Auto Reply
  • Under “Reply Generation Method,” select “I want AI to choose from my list of pre-written templates”

  • An upload button will appear. Click it to open the import modal and select your spreadsheet file.

  • For an easier import experience, you can download the example template and paste your titles and reply templates into the prepared columns

  • Ensure your file is less than X MB and includes no more than 50 response templates
  • Click “Upload My Templates” to import the file. You’ll see a green alert letting you know the templates imported successfully.
  • Configure your preferences for replying to reviews without text and the rating threshold that can trigger auto replies.
  • That’s it! The system will now choose the most appropriate reply from the list and respond to reviews automatically.

Things to Know

  • You can use up to 50 template responses at a time.
  • Each template needs a title. When you import your spreadsheet, be sure to include a list of titles in the first column. (Use whatever naming convention is convenient for you.)
  • You column headings must be “Template Name” and “Template Content” with correct capitalization for the import to succeed
  • If your reply generation method is set to “templates,” but no file has been imported, the system will not send any automatic replies.
  • Auto replies will only send for positive reviews, regardless of the generation method