Who This Is For / When to Use
This workflow is for account administrators and reputation managers operating within the Lead & Follow-Up System who want automated, consistent responses to public reviews. Use these controls when you need your AI Agent to reflect your exact brand tone, follow strict compliance standards, and route high-risk reviews to staff for manual approval. Do not use automated review publishing if your business requires human sign-off on every public customer interaction.
Before You Start
Review these operational requirements before activating automated responses:
Verify that your external review profiles (such as Google Business Profile or Facebook) are connected in your Reputation Management settings.
Determine your official brand tone, business naming format, and required footer or sign-off text.
Identify the team members responsible for clearing held reviews when human review triggers are enabled.
How to Configure Brand Voice Controls
Brand voice controls define the identity, pronoun structure, and length limits for responses written by the AI Agent.
Go to Reputation Management and select Settings.
Navigate to Review AI or AI Agents.
Select the response perspective style: choose either “We” (first-person plural) or “I” (first-person singular).
Enter your exact Business name in the designated field.
Select or define your required Tone traits (such as professional, empathetic, or formal).
Set your maximum Response length and character limits.
Enter your standard Sign-off / footer preferences to append to each published response.
Click Save Changes.
How to Set Quality Guardrails
Quality guardrails prevent response repetition and restrict the AI from outputting unauthorized or legally risky claims.
In the Review AI configuration panel, navigate to the Quality Guardrails section.
Toggle on Remember recent responses to ensure the agent tracks previous reply history.
Toggle on Avoid repeating opening lines to enforce variety in greetings and topic introductions across reviews.
Enable the language compliance filters to block prohibited phrases, including:
Refund promises and financial settlements
Service or performance guarantees
Fault admissions or legal liability statements
Medical or regulated financial advice
Click Save Changes.
How to Hold Sensitive Reviews for Human Review
Sensitive review holds prevent the AI Agent from publishing immediate automated replies to high-risk or negative feedback.
In the Review AI configuration panel, locate the Sensitive Review Holds section.
Toggle on Hold Sensitive Reviews for Human Review.
Define the criteria that trigger a hold state (such as specific star ratings or negative sentiment scores).
Set the internal routing destination to ensure held reviews notify the appropriate staff member in the account.
Click Save Changes.
How to Test Responses Using Live Response Preview
The live response preview tool validates your agent settings and tone configurations across positive, neutral, and negative scenarios before activation.
Locate the Live Response Preview panel on the right side of the agent configuration screen.
Select a preview scenario tab: Positive, Neutral, or Negative.
Review the generated response text against your configured brand voice and quality guardrails.
Click Regenerate to inspect alternative phrasing variations.
Adjust your voice traits, character limits, or prompts in the left configuration panel as needed.
Verify that no prohibited language appears in the regenerated outputs.
Click Save and Activate once the preview outputs meet your standards.
Common Issues and Fixes
The AI Agent is repeating the same opening line across multiple reviews
Cause: The Avoid repeating opening lines or Remember recent responses guardrails are disabled.
Fix: Open Reputation Management > Settings > Review AI, enable both Remember recent responses and Avoid repeating opening lines, and save changes.
High-risk or negative reviews are being published automatically
Cause: The Hold Sensitive Reviews for Human Review toggle is turned off.
Fix: Navigate to the agent configuration settings, toggle on Hold Sensitive Reviews for Human Review, and confirm the sentiment and star-rating hold thresholds.
Responses exceed platform character limits
Cause: The Response length and character limits field in Brand Voice controls is blank or set too high.
Fix: Open Brand Voice Controls, enter the maximum character count permitted by your target review platforms, test using Live Response Preview, and save your configuration.