Find the reviews that need you
Social → Reviews lists the reviews of the attached location, with the average rating, reply coverage and how many are awaiting a reply. New reviews arrive every two hours. Use the tabs Awaiting reply, Urgent, 1–2 stars and All.
Each review is sorted by simple rules: positive, neutral or negative, the topics it mentions (such as waiting time, staff, price or cleanliness) and how urgent it is. A recent negative review, or one that mentions something like a refund or an injury, is marked urgent.
Write the reply
- Open the review and press Draft with AI, or type your own reply.
- The AI draft appears after a moment. It uses only what the review says and your business details. It never invents facts or offers, uses no more of the customer's name than the first name Google shows, and for a negative review apologises and invites the person to contact you directly.
- Edit the text as you like. Save draft keeps it for later.
- Press Approve and publish. The reply appears publicly under the review on Google.
Who can publish
Owners, admins, SEO managers and approvers can publish. A content editor presses Send for approval instead, and someone who can publish finishes it.
Good to know
- Google only accepts replies for verified locations. On an unverified location you can still prepare drafts.
- AI drafts need AI review replies in your plan. Without them, or when AI is unavailable, writing replies yourself works as normal.
- Replies are published one at a time and each one is recorded in the audit log.
- Customers' questions sit on the same page under Questions & answers, where Google gives access to them. Answer them truthfully as the business.
- SEOmise can also draft replies for you after each sync: see the automation settings.
Not what you needed? Ask Mise or contact support.
