AI Review-Reply Terms
Last updated October 20, 2026
When a new Google review comes in, our AI can draft a reply for your business. You choose how that works in AI Settings on your dashboard.
Who approves a reply
The people on your team marked as approvers can approve and publish replies. The first approval wins.
Good and Bad Reviews have different response paths
Bad reviews (1–3 stars*)
On our standard review-reply plans, we don't approve or post replies to these reviews. Your business still owns responding to them, though you're welcome to use our suggested reply.
Good reviews (4–5 stars*)
You pick one in AI Settings:
| Setting | What happens |
|---|---|
| No AI | Your team writes replies themselves. |
| AI drafts, a person approves | The AI writes a draft. An approver approves it, as is or edited. |
| AI replies on its own | The AI posts its draft once the wait is over, unless someone edits or dismisses it first. Reviews that mention a topic below always wait for a person. |
* You can set 4-star reviews to count as bad in AI Settings.
Timing
A reply minutes after the review posts looks automated, so we wait a few hours.
By default, replies go out 3 hours after the review, plus a small random delay. You can approve them at any time. If you approve before then, the reply waits. If you approve after, it goes out right away.
Topics that always wait for a person
Even when the AI replies to good reviews on its own, it never posts a reply to a review that mentions:
refund, lawyer, attorney, lawsuit, sue, injury, injured, damage, damaged, police, insurance, scam
It also waits for a person when its own reply mentions one of these, offers money off or anything free, or includes a link, an email address or a phone number other than the business's.
Business Responsibility
If fully automatic AI replies aren't turned on, replying to the review is still the business's responsibility.
- The business's approvers will get one reminder after the review posts and then another 24 hours later.
Safety checks
- We check Google right before posting. If a reply is already there, we never post over it.
- Once someone edits or saves a draft, the AI won't post it on its own. It waits for a person.
- Every reply we post is logged with who approved it, or that the AI posted it on its own.