AI assistance and replies
Manage review replies
Reply personally and consistently using Manual, Draft, or Automatic control.
11 min read · Written for business teamsAcerite reads each review, uses the approved business context, and prepares a reply suited to that customer’s language and experience. Your business decides whether a person writes it, approves a draft, or allows eligible replies to publish automatically.
More reviews receive timely, individual replies without forcing managers to write every response from a blank page.
Businesses that want faster response coverage while protecting brand voice and escalation rules.
Choose the right level of control
- Manual: a person writes and publishes every reply. Best when the process is new or highly sensitive.
- Draft: Acerite prepares a reply and waits for a person to edit or approve it. Best for initial rollout.
- Automatic: eligible replies publish after the configured natural delay when every quality, permission, provider, and budget check passes.
What makes a reply feel human
Why this matters: Customers notice repeated templates. A good reply should acknowledge their actual experience without inventing details.
- Use the customer’s language when the business supports it.
- Mention a specific detail from the review when it is safe and relevant.
- Vary wording and structure so recent replies do not look copied.
- Match the approved brand tone and suitable reply length.
- Avoid arguing, exposing private information, or promising an outcome that has not been approved.
How automatic timing works
When a new review arrives, Acerite analyzes it, prepares a reply, checks quality and policy, and schedules an eligible reply within the business’s configured delay window. A natural delay avoids making every response appear instant and robotic.
The review must be received successfully from Google before this process can begin. A delay setting is not a promise that Google delivery, provider access, or a failed authorization will complete within that exact time.
Activate replies safely
- 1
Approve Business Understanding
Confirm services, voice, customer expectations, and escalation rules.
- 2
Connect and verify Google
Make sure new reviews arrive under the correct locations and reply permission is available.
- 3
Start in Draft mode
Review a real sample across positive, neutral, negative, short, and multilingual reviews.
- 4
Correct repeated issues
Edit inaccurate tone or facts and update the business context or reply policy.
- 5
Enable Automatic only when ready
Choose eligible ratings, delay range, language behavior, and who handles Needs attention.
When a reply needs human attention
- The review contains a legal, safety, discrimination, privacy, or other sensitive concern.
- The draft would need a business fact that has not been approved.
- The reply is too similar to recent published responses.
- Google authorization, AI access, permission, or budget is unavailable.
- Repeated retries have failed and an operator must resolve the cause.