Today were introducing AI Reply Playbooks: a faster, safer way to respond to
reviews at scale without losing your brand voice.
Why replies matter
Replying to reviews signals that you care about customers-and its proven to influence future
ratings and conversions. But maintaining tone and speed is hard.
Playbooks in practice
Playbooks combine prompts, guardrails, and examples tailored to your brand. Agents can
generate a response, tweak, and publish in seconds.
Templates with guardrails
- Empathetic tone with brand phrases
- Never offer compensation for 1 reviews
- Invite offline resolution for complex issues
Approvals & audit
Require approvals for sensitive categories, capture diffs, and export transcripts for
compliance.
Our reply time dropped from days to hours-and ratings lifted across locations.
What’s next
Were expanding playbooks to support locationspecific tone and multilingual responses. Reach
out if youd like early access.
