Replies are written here and posted to the platform. A reply can also be edited or deleted afterwards.

The AI draft

Generate AI response writes a first draft from the review. It removes the blank page, which is the reason most reviews go unanswered. The prompt behind it can be edited, so the tone matches how your business actually writes.

Answering a bad review

1. Wait until you are calm. Nothing about this is improved by replying in the first ten minutes.
2. Find out what happened before you write anything.
3. Be short, be specific, take it offline. Acknowledge, say what you are doing, give a way to reach a person.
4. Never argue the facts in public. Even when you are right, the audience sees a business arguing with a customer.

When you cannot reply

Some imported reviews cannot be responded to — the platform does not allow it for that review, or the connection does not carry the permission. Where a Facebook reply is refused, the connection usually needs reauthorising.

Before your reply is posted, Gorilla Dash checks the review on Google. Depending on what it finds, you may see one of these messages instead of your reply being posted:

• The review already has a reply on Google. Someone has answered it directly on Google since it was imported. That reply is brought into Gorilla Dash and shown on the review, and yours is not posted, so the existing reply is never overwritten. To replace it, delete the reply shown in Gorilla Dash and then reply again.
• The review could not be found on Google. The reviewer has deleted it or Google has removed it. Open your Google Business Profile and look for the review; if it is no longer listed, there is nothing to reply to.
• Google did not accept a reply to this review. The review is still on Google, but Google turned the reply down. Try again later, or reply to the review directly from your Google Business Profile. If it keeps happening, contact support so it can be looked into.