Auto Respond
Reviews from Google and Facebook answered automatically, 24/7. Set rules by star rating, platform, and scope — with AI-powered or template-based replies. Optional approval keeps you in control.
Three-tier scoping. Rating-based rules. Email approval workflow. Bulk respond to past reviews. Configurable delay. Gate it per plan.
How auto-responding works
Create rules. Reviews come in. Responses go out. That's it.
Create a rule
Choose the scope, star rating range, platform, response type (AI or template), and whether approval is required.
Reviews come in
When a new Google or Facebook review matches your rule, the system generates a response automatically.
Response goes out
The reply is posted directly to the review platform, immediately, after a delay, or after approval.
Flexible rules for every scenario
Create multiple rules with different tones for different situations. Warm and grateful for 5-star reviews. Empathetic and solution-focused for 1-star reviews. Different prompts per location.
Star rating range
Filter which reviews trigger the rule. Set a minimum and maximum (1–5 stars). Create different rules for different rating ranges.
Platform selection
Apply the rule to Google reviews, Facebook reviews, or both.
Named rules
Give each rule a descriptive name, such as "5-Star Google Reviews" or "Low Rating Facebook Responses", so your team can manage them easily.
Create prompts inline
Build a new AI prompt directly from the rule editor without navigating away.
AI-powered responses
Select any AI prompt template, whether global or organisation-specific. The AI generates a unique, contextual reply for every review using the reviewer's name, rating, review text, business name, location, and language.
Powered by your BYOK AI provider (OpenAI or OpenRouter).
Static templates
Write a fixed response template with placeholders that are replaced with real review data. Useful for simple acknowledgements that do not need AI. Predictable, consistent, and free.
Response delay
Set a delay of up to 24 hours before the response is posted. Prevents replies from appearing suspiciously instant.
Pause and resume
Pause any rule at any time. New reviews won't trigger it, and any active bulk processes are paused too. Resume when ready.
Three-tier scoping
Set rules at the agency, organisation, or location level. When multiple rules match a review, the most specific one always wins.
Global (agency)
Fallback rules that apply to all customers. Set them once and every organisation is covered.
Organisation
Override global rules for a specific business. Applies across all their locations.
Location
The most specific level. Different rules for different locations within the same organisation.
Priority: Location + Organisation → Organisation → Global. The system always picks the best match.
Optional approval workflow
Stay in control without doing the work. When approval is enabled, every auto-generated response is held and an email is sent to your specified approver. They approve, customise, or leave it pending — all from a single link.
Email notification
The approver receives an email with the full review, the suggested reply, and two buttons: Approve and Customise.
Approve or customise
Accept the response as-is, or edit the text before approving. Everything happens on a single page.
Regenerate from approval
If the AI provider is configured, the approver can generate a new response directly from the approval page.
Configurable delay
After approval, a delay is applied before posting so the response does not appear the instant it is approved.
Bulk respond to past reviews
Got a backlog of unanswered reviews? Bulk respond processes them automatically at a pace you control — so responses look natural, not robotic.
How it works
Choose an existing auto-respond rule
Set the daily pace (1 to 100 responses per day)
Responses are spread evenly across the day
Optionally skip approval for high-volume processing
Only processes reviews from before the start time, so it never overlaps with real-time auto-responding
Full control
Live progress tracking with percentage, counts, and estimated days remaining
Pause, resume, or cancel at any time
Success rate and failed response tracking
Email notification when the process completes
Duplicate prevention, so each review is only responded to once
Google & Facebook
Auto-respond covers the two largest review platforms with direct posting. Responses appear natively on the review platform — not just stored internally.
Google Reviews
Replies are posted directly to Google Business Profile using your connected integration.
Facebook Reviews
Replies are posted directly to Facebook using your connected Page integration.
Gate it per plan
Auto Respond is a gatable feature in your custom plans. Offer it on premium tiers as a natural upgrade from manual AI responses.
Enable
Fully available on premium plans
Upgrade prompt
Visible but locked, which helps drive upgrades
Hidden
Completely removed from the UI
Related features
AI Review Responses
The same AI and prompt system that powers auto-respond is also used for manual one-click replies.
AI Insights
Understand what reviews are saying before you automate how you respond.
Review Campaigns
Drive more reviews that auto-respond can handle automatically.
Analytics & Reporting
Track response rates and average response times across all customers.
See whether EMR fits the way
your agency actually runs.
Try the real workflows, brand the platform, and decide with your own eyes whether it belongs in your stack.