Review Basics
Replying to a review
Writing a reply, using the AI draft, and handling a bad review without making it worse.
Last updated September 2, 2026
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.
ALWAYS EDIT IT BEFORE POSTING
A generated reply is fluent and generic, and a customer can tell. Add the specific — their name, the job, what you are actually going to do — or your public replies will all read identically.
Answering a bad review
- Wait until you are calm. Nothing about this is improved by replying in the first ten minutes.
- Find out what happened before you write anything.
- Be short, be specific, take it offline. Acknowledge, say what you are doing, give a way to reach a person.
- 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.