Reply to reviews using AI concierge
Learn how AI Concierge helps you stay on top of every review by preparing unique replies that match your business's tone and automatically respond to reviews.
In this article
About AI Concierge and reviews
AI Concierge helps you respond to client reviews quickly while keeping every reply consistent with your business's tone.
For new reviews from Fresha and your connected Google Business Profile, AI Concierge prepares a unique reply based on the client's feedback. Review and publish each reply yourself, or enable automatic replies so eligible reviews are responded to on your behalf.
Manage your automated review replies
- From the main menu on the left of your screen, go to Clients.
- In the left menu panel, select Online Reputation.
- Click on the Options button, then select Manage automatic AI reply settings.
- Under Automated review replies, use the dropdown menu and select Enabled.
- In the Star ratings section, tick the checkboxes for the star ratings you want AI Concierge to auto-reply to.
- Under Review channels, select the platforms you want to include.
- Under Advanced settings, set the Reply delay period to choose how long AI Concierge waits before automatically posting a reply, up to 24 hours.
- Use the Which reviews should AI reply to dropdown to choose which reviews your AI concierge replies to automatically.
- Under AI replies tone of voice, review the tone currently used for AI-generated replies. To update it, manage your AI Concierge details.
- Click on the Apply button to save your settings.
Once enabled, AI Concierge automatically replies to new reviews that match your settings. To disable automated replies, select Disabled under Automated review replies, then select Apply.
Prepare an AI reply
AI Concierge prepares a unique reply for every eligible review, giving you the opportunity to review, edit, or publish it before responding to your client.
- Open Online Reputation, then select the All reviews tab to view all your reviews across Fresha and Google.
- Use the filters to find the review you want to reply to, then select AI reply.
- Type your response in the message area.
- Click on Post AI reply to respond to the review.
Manage AI replies
The AI replies tab brings together reviews with AI-prepared replies that are ready to review and publish. If automatic replies are enabled, reviews waiting within the selected delay period also appear here.
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Open Online Reputation, then select the AI replies tab.
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Use the filters to find the review you want to reply to, then select one of the following options:
- Edit: Make changes to the draft in the message area, then click Post AI reply to respond to the review.
- Post AI reply: Post the draft directly without making any changes.
Once published, the review moves to the All reviews tab, where you can continue to view your published reply alongside your other reviews.
FAQs
AI-generated replies use the tone of voice you've configured for AI Concierge. To change it, manage your AI Concierge settings. Future replies use your updated tone of voice.
When automatic replies are turned off, AI Concierge continues to prepare unique replies for eligible reviews. You can review, edit, and publish each reply manually from the AI replies tab.