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.
- Align your responses with the language of the reviews.
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.
For situations where you prefer a more personalized response, you can also view and reply to customer reviews directly from the SocialPilot mobile app.
Check out how you can automate replies for all the reviews in this quick video:
In this Article
Structure of a Rule
A rule is a basis 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 the 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 choose to review replies before posting, you can also check incoming reviews and respond to them manually using the SocialPilot mobile app.
- If you have selected “After Duration,” then select the actual time under Duration. It can be anywhere between 15 minutes and 3 days.
Content
Content can be set for reviews with text and reviews without text separately.
Reviews With Text:
- 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.
- Set a preferred language for auto-generated replies.
Reviews Without Text:
- The replies for reviews without text will, by default, be set the same as replies for reviews with text.
- To set separate criteria for reviews without text, uncheck the box.
- Select the options just like you previously did.
Note: In case of an 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.
Go to Reviews from the left menu bar and select Reputation >> Reviews >> Manage Reviews.
Select the brand you want to set up auto-replies for from the top, where the name of the business is visible.
Now, go to the Automate with AI ✨ button.
- Click on the Add New Rule to access the conditions.
You can change the rule from the system-generated one by editing it in the name field on top of the Trigger.
Now start by selecting your Triggers. Remember, a condition can only be used once.
Now select the option you prefer for Action. By default, After Duration and 15 minutes are selected.
- Next, go to the Content tab (AI-generated or Custom Text).
- Now, to set up an auto-reply for reviews with text, add the requisite information depending on the mode of response generation you've opted for:
- For an AI-generated reply, select the Tone along with the Preferred Language.
For Custom Text, write your response for the trigger you've set.
- For setting up auto reply to reviews without text:
Check the box beside the option to keep the response identical to the one set for reviews with text.
- To set a different response, select the mode of reply: None, AI-generated, or Custom Text.
- For Custom Text, write your response for the trigger you've set.
For an AI-generated reply, select the Tone along with the Preferred Language.
- Save the rule.
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.
How to Add Business Information?
If you have chosen AI to generate your reply with, in the Automate with AI workflow, it is important that you add the relevant Business Information for a custom response to be generated that seems aligned with your business details.
To add Business Information:
From the main SocialPilot Reviews dashboard, select Reviews from the Reviews menu.
Go to the gear icon (Reply Options) at the top of the Reviews page and select Business Information.
- Enter the contact number and a brief description of your business.
- Click on Save to store the information for future use.
This business information will be used for generating automated replies to reviews as well as review reply templates.
If You Want to Delete a Rule
- Go to the Auto-Replies menu.
- Select the rule.
- Click on the Delete icon.
Now, if you want to know how to Manage Feedback, click here.