How to customize AI review replies
You can customize the settings for how our AI writes and sends responses to 1st and 3rd-party reviews.
To access AI Review Response Settings go to Settings > Review Settings > AI Review Responses.
Select a review profile (or multiple review profiles) from the dropdown to see and edit its settings. You'll see the response prompt that contains a default prompt:
You can add/edit/completely change this prompt, but the default works pretty well for most businesses, so you may want to try it a few times using the default prompt before making any changes.
Next you'll see an option to train the AI on your previous review responses. This works well if you have at least 25 previous review responses to use for training. It creates a style profile to use for future review responses that mimics the tone, formality, length, empathy, etc. of the response training set:
You can choose to have the system remove any personal information a contact shares in their review by checking this option: 
For example, if a review says, "I came into the clinic with a broken finger and they gave me some Tylenol, x-rayed my finger, set it in a splint, and gave me a cherry lollipop," the system won't mention any of these details when it creates the review reply. This option is primarily used by healthcare and finance industries, where providers are bound by privacy laws. Otherwise, most users leave it unchecked.
The creativity level controls how much freedom you want the AI to have when creating review responses. Lower numbers are more conservative; higher numbers are more creative:
Don't worry - you can move it to '10' and it still won't write anything crazy, it'll just have more variety in the responses it creates.
How to set the system to auto-respond to reviews
After you've manually generated AI review responses using the Respond button in the reviews table on the Reviews page and you're confident in the responses that the system is creating, you can check the option to have the system auto-respond to reviews:
Hover over the 
symbol for any of the settings to see exactly what it does. The system will auto-respond publicly to reviews that meet the parameters you set.
IMPORTANT: In order to auto-respond to 3rd-party reviews on Google and/or Facebook, you must use the "Direct Connection" method to connect to your accounts on these sites.
If you want to send the same response privately to contacts who wrote 1st-party reviews that meet these parameters, check the option to also send a private message:
You can customize the subject line and body of the private message template. The private message will be sent to the contact using the same method that they clicked through the feedback form (email or text message). Note that private messages sent via text consume text message credits (1 credit per every 160 characters sent).
Saving and resetting AI review response settings
After you have the settings configured how you like, be sure to click the "Save Settings" button in the upper right corner of the page.
If you want to reset the settings back to the defaults, click the dropdown arrow and choose the option to reset the settings either for the review profile(s) you currently have selected, or for all review profiles in your account.
If you want to apply the settings of the currently selected profile(s) to all review profiles, check that option directly under the "Save Settings" button, then click the "Save Settings" button.