Review reply rules thank people for good reviews quickly and consistently, without anyone writing the same "thank you" again and again.
Set it up
- Open Social → Reviews → Review reply rules.
- Press Add a rule and choose:
- the stars it answers: 4 or 5 (never 1 to 3: those always need a person);
- whether the review must have text, or only a star rating;
- words the review must mention, and words that stop the rule (for example refund or complaint);
- languages (none ticked: any language). The language is worked out from the review's own words; a review without text has no language;
- the reply: a template you write, with
{first_name},{business}and{town}filled in for you, or an AI draft from your business details and the review (AI replies need AI review replies in your plan); - Then: Wait in the approval queue (recommended) or Post by itself (approvers only).
- An approver presses Switch on. Until then no rule answers anything.
When several rules fit a review, the one with the higher priority answers it.
Review sites (2.33.0): a rule answers Google unless you tick other sites too. Only connected sites that take replies from here are offered (Trustpilot once its replies are set up); their replies wait for approval in Reviews → All review sites, marked with the rule. A Facebook recommendation has no stars, so no rule answers it.
When rules run
After each review sync (about every two hours), and when you press Run now. They answer unanswered reviews up to 14 days old (staff can change this), at most 10 a day per location (your project can choose fewer under This project's daily limit). A reply someone is already writing is left alone; an automatic draft from Automation gives way to the rule's reply.
The approval queue
Each reply waits with the review next to it. Edit it, then:
- Post to Google sends it (people who may reply to reviews);
- Copy and I posted it myself: paste it into Google by hand. This is the way when Google posting is not available for the location: it is not verified, it was entered by hand, or Google access is still being set up;
- Discard drops it.
A rule set to Post by itself sends its replies without a check, under the approval of the approver who chose it. The location's approval rule (Act → Business Profile → Approvals) still applies, and if Google cannot take replies for the location, the reply waits in the queue instead.
The log and undo
Log lists every reply a rule made: posted, copied, discarded or undone, when and by whom. Undo takes a posted reply off Google for 30 days after posting (staff can change this); later, remove it in Google's own tools.
A review that is not in the list
A reply for a review you type in writes a reply for a review you paste (for a location entered by hand, or before Google access is ready). Nothing is stored or posted: copy it into Google.
Not what you needed? Ask Mise or contact support.
