How to Automate Review Response with SocialPilot Reviews

Managing customer reviews across multiple platforms can be a time-consuming task, but it’s essential for building trust and loyalty. SocialPilot Reviews enables users to set up automated AI Replies to reviews. This capability helps transform the way you handle feedback. This allows businesses to automate review responses with tailored, professional replies, ensuring every customer feels valued—without requiring hours of manual effort.

You can use smart triggers to set up custom rules to automatically generate timely responses to incoming reviews using AI or create custom responses yourself to give it a personal touch. 

With intelligent automation, you can:

• Save time by automating replies to reviews in real-time or on a schedule.
• Maintain consistency in your brand voice with customizable tones like friendly, empathetic, or concise.
• Personalize interactions using AI-driven replies that incorporate business details and context.
• Stay on top of feedback with smart triggers for positive and negative reviews, ensuring timely and appropriate responses.

Whether you’re a small business or managing reviews for multiple clients, SocialPilot’s AI Auto Replies make review management seamless, efficient, and impactful. It’s your secret weapon for enhancing your online reputation while focusing on what matters most—growing your business.

Structure of a Rule

A rule is a base for setting up automated responses to reviews. For every location you have connected for a business, you can create as many rules as you require. 

There are three elements to a Rule: Trigger, Action, and Content. 

Let us go through each of these elements and dissect their functions and customizations we can use with them. 

Trigger

A Trigger is an event that sets off the auto-reply process. 

• Based on review ratings (e.g., 1 to 5 stars) or Facebook, "Recommends/Does Not Recommend."
• One Trigger can only be used in one active rule at a time. 

Action

This element lets you define when to post a reply. 

• You can choose to respond to a review
  • Immediately: The review reply gets posted as soon as the review is recorded in our system.
  • After Duration: The review reply gets posted after the selected duration from when the review is recorded in our system.
  • After Confirmation: The review reply gets posted on approval by the user manually. The reply will be kept ready to be posted on the reviews list page. 
• If you have selected “After Duration,” then select the actual time under Duration. It can be anywhere between 15 minutes and 3 days. 

Content

• Here, you can select whether automatic replies sent will be AI-generated or custom content. 
• Reply With: Select between AI-Generated or Custom Text.
• For AI-Generated, the second option asks you to define the Tone of your automated replies. 
• For Custom Text, the second field is where you can write your custom message. 

Note: In case of AI-generated response, it can use your business and contact information, if necessary. You can use the Customize here text to edit it at the bottom of the Content section. 

Now that you are familiar with all the elements of a rule, we’ll walk you through the process of creating and implementing one. 

How to Set Up Auto-Replies to Reviews?

Follow these steps to create and activate auto-replies. 

1. Go to Reviews from the left menu bar and select Reviews.

   

2. Select the business you want to set up auto replies for from the top, where the name of the business is visible.

   

3. Now, go to the Auto-Replies (gear icon).

   

4. Click on the Add New Rule to access the conditions.

   

   
   

5. Now start by selecting your Triggers. Remember, a condition can only be used once.

   

6. Now select the option you prefer for Action. By default, After Duration and 15 minutes are selected.

   

7. Next, select the Content (AI-generated or Custom Text).

8. Add the requisite information depending on the mode of response generation you've opted for:

   Select the Tone for AI generated and write text for Custom Text.

   

9. You can change the rule from the system-generated one by clicking on the pencil icon.

   

   
   
10. Save the rule.

11. You can activate or deactivate a rule by moving the toggle at the top of the screen. By default, when a new rule is being created, it is set to active only.

    

Now, the rule you have set up is active. Whenever the condition you have added to the Trigger occurs, the chain of auto-reply will start off.

If you want to delete a rule:

1. Go to the Auto-Replies menu.
2. Select the rule.
3. Click on the Delete icon.

Now, if you want to know how to Manage Feedback, click here.