Replying to reviews, good and bad, shows customers you care.
Reply to a review
Click Reputation in the left menu.
Click a review to open it.
Under Reply to this Review, write your reply. Or click Draft reply with AI and edit the draft it writes.
Click Post Response.
If your Google Business Profile is connected, your reply is posted to Google.
[Screenshot: Review detail panel with the AI Reply draft and the Reply box]
Let AI draft or post replies
In Reputation, open the Settings tab.
Find AI Review Replies.
Switch on Reply to new reviews with AI.
Under Post automatically for, choose which star ratings can be posted automatically, or Never (drafts only) to review every reply first.
Optional: choose a Tone and add Extra instructions (optional), for example "Sign off as the Smith Plumbing team."
Click Save AI replies.
Start with Never (drafts only) for a week or two, so you can see the kind of replies AI writes before letting it post.
Tips for good replies
Thank the person by name.
For a bad review, apologize, keep it short, and offer to talk offline.
Never share private details about the customer in a public reply.
Troubleshooting