FAQ's - How to use AI Reply 2.0

1. What is the AI Reply 2.0?

The AI Reply Assistant is an intelligent feature integrated into the review stream's reply editor, designed to help generate personalized responses to customer reviews. You can preview and edit different reply options before submitting your final response.

2. How does the AI Reply 2.0 work?

It generates up to three different responses for each review.
You can switch between responses using the left and right arrows to choose the best fit.
Once you select a response, you can edit and customize it before sending it.

3. Can I customize the tone of the replies?

Yes, under Settings > Review Stream, you can choose between a formal or informal tone of voice for the AI to match your brand's style.

4. Can I control the length of the responses?

Yes, you can select from three response lengths:

Automatic: AI chooses the length.
Detailed: For longer, more comprehensive replies.
Brief: For concise replies.

5. What is the “Signature” feature?

The Signature feature allows you to add multiple personalized signatures, which the AI will randomly include at the end of each response, giving it a more human touch.

6. What are Smart Snippets?

Smart Snippets are pre-set responses for recurring topics in your reviews (e.g., “pet-friendly” or “expensive parking”). The AI will intelligently include these snippets when responding to relevant customer feedback.

7. How do I create Smart Snippets?

Go to Settings > Review Stream.
Add a recurring complaint or praise (e.g., "no vegan options" or "friendly staff").
Provide a typical response for the AI to use when that topic comes up.
Save your Smart Snippet, and the AI will incorporate it into future replies for relevant reviews.

8. How do I use Smart Snippets?

Once created, your AI Reply Assistant will automatically use the appropriate Smart Snippet when it detects the corresponding feedback in customer reviews.

9. What if the AI isn’t using my Smart Snippets correctly?

If the AI misinterprets or doesn’t detect a relevant topic, check that:

The topic is clear (positive or negative) and specific enough for the AI to recognize.
The complaint or praise is neither too vague nor overly specific. For example, "no hot drink machine in the room" is clear and actionable, while "no coffee machine in the room" might be too specific.

10. How can I translate my replies?

Once you're satisfied with your response, you can translate it into the language of the review by clicking the translate option in the reply editor.

11. Where can I adjust the settings for the AI Reply 2.0?

You can customize the AI Reply Assistant under Settings > Review Stream settings to manage tone of voice, response length, signatures, and Smart Snippets.

12. What to do if I need further help?

You can contact our support team by following these steps