In the digital world, responding quickly to reviews is vital for your reputation. Our platform offers two powerful ways to ensure every customer feels heard without increasing your workload:
Traditional Auto-Reply: Set up pre-defined templates that trigger automatically based on star ratings.
AI-Driven Responses: Leverage advanced AI to analyze the specific content of a review and craft a unique, personalized reply in seconds.
Whether you prefer the control of a standard template or the high-touch feel of AI, this guide will walk you through setting up your replies for Google, Facebook, and Private reviews.
Feature Availability
Please note that these features are available based on your subscription tier:
Custom Replies: Available on Premium.
AI-Generated Replies: Available on Signature.
To request an upgrade or for more information on these features, please contact us at success@librorez.com.
Key Benefits of Using Auto-Replies
Save Time and Effort: Automation handles initial acknowledgments, freeing your team to focus on on-site hospitality.
Ensure 100% Responsiveness: Guarantee every customer feels valued with a timely response.
Enhance Your Brand Image: Consistent engagement builds professional trust with potential customers.
Generate Personalized AI Replies: Our AI detects reviewer names and context to create human-like responses at scale.
Maintain Full Control: You always have the opportunity to manually reply before the automated system triggers.
How It Works: The Reply Schedule
To ensure a natural flow and give you time to manage reviews personally, the system follows a specific logic:
Selectable Windows: You can choose to have replies sent at 8:00 AM, 12:00 PM, and/or 6:00 PM EDT. You can select one, two, or all three times.
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The Two-Hour Buffer: To ensure you have adequate time to review and respond to new feedback personally, the system maintains a mandatory two-hour buffer.
Example: If your auto-replies are set for 6:00 PM, only reviews received before 4:00 PM will be included in that batch.
If a review arrives at 4:01 PM, it will be held until the next scheduled time the following day to ensure you have an adequate window to reply manually if you wish.
Manual Override: If you manually reply to a review at any time, the scheduled auto-reply for that specific review is automatically canceled.
The Power of AI-Generated Replies
The AI-Generated Reply option takes automation a step further by using machine learning to create unique, personalized responses for your reviews.
What the AI Does:
Automatic Personalization: The AI automatically extracts the reviewer's name (e.g., Sophie in the screenshot) to make the greeting feel personal.
Content-Based Responses: It reads the body of the review and crafts a relevant acknowledgment. If a customer mentions the "ambiance and menu," the AI reply will specifically mention those points.
Customizable Guidelines: You can provide optional "AI Guidelines" (up to 500 characters) to instruct the system on what to include in the reply, such as thanking them or promoting a special offer.
Example: AI in Action
| Reviewer Action | AI Guideline Provided | AI Generated Reply |
|---|---|---|
| Leaves a 5-star review mentioning "ambiance and menu." | "Thank them and mention our Wednesday evening special 50% on wine." | "Thank you, Sophie! Thrilled you enjoyed Rez Café — we're so happy the ambiance and menu hit the mark. Glad you'd recommend us. Join us Wednesday evenings for our wine special, 50% on wine!" |
Setting Up Your Auto-Reply
The auto-reply feature is managed individually for each review platform, allowing you to create unique responses tailored to Google, Facebook, or your Private reviews.
Step 1: Navigate to Your Review Partner
Access your Libro Back Office
Select Surveys & Reviews, click Settings
Begin by going to the review platform you wish to configure (e.g., Google). Click the 'Customize' button next to it.
Scroll down the customization page until you find the 'Review Auto Reply' section.
Step 2: Enable the Feature
Find the 'Review Auto-Reply' option and toggle the switch to the "On" position.
Step 3: Choose Your Schedule
Select the time(s) you would like your batch of replies to be sent. You can toggle any combination of the three available slots:
Step 4: Choose the Type of Review
Under the heading, "Select the type of review you want to auto-reply to:" choose one of the three options:
All: Responds to every review, regardless of whether it includes a comment.
Reviews with comments: Responds only to reviews that include a written message.
Reviews without comments: Responds only to reviews that consist of a star rating.
Step 5: Select the Star Rating(s)
Choose the star rating(s) that this specific auto-reply will apply to. You have full flexibility here. For example, you can create one reply for all 5-star reviews and a completely different reply for 1 and 2-star reviews.
Step 6: Choose Your Reply Method
Select between the two available reply types:
| Reply Type | Description |
|---|---|
| Custom reply | Uses a standardized, static message that you write and customize for a specific star ratings. |
| AI-generated reply | Uses AI to read the review and generate a unique, personalized, and dynamic response, often including the reviewer's name. |
Option A: Custom Reply
If you select a Custom Reply, compose the automated message that you would like to send in response to the specific scenario you have just outlined. Take a moment to consider the context and details of the situation to ensure your reply is relevant and effective. If you need inspiration or guidance on crafting an appropriate message, refer to our "Best Practices" section below. There, you will find helpful tips and examples that can assist you in creating a professional and courteous automated response tailored to your needs.
Option B: AI-Generated Reply
If you select AI, the system is ready to go! The AI will automatically craft a personalized response for you.
Optional Guidelines: You have the option to use the AI Guidelines box to steer the tone (e.g., “Keep it casual and mention our weekend brunch”).
Preview: You can click "Preview AI Reply" at any time to see an example of how the AI handles your current settings.
Step 7: Save Your Changes
To enable your automatic reply feature, you need to click the 'Save' button. By doing so, your settings will be updated, and the auto-reply function will become active. This means that your configured automatic responses will be sent out as intended whenever the conditions you have set are met. Make sure you review your message and any related settings before saving to ensure everything works as expected.
Best Practices for Effective Auto-Replies
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Customize by Rating: Don't use a one-size-fits-all approach.
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For 5-Star Reviews: Show appreciation and encourage them to return.
Example: "Thank you so much for the wonderful 5-star review! We're thrilled you had a great experience and hope to see you again soon."
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For 3 or 4-Star Reviews: Thank them for the feedback and show you're always looking to improve.
Example: "Thank you for your feedback! We're glad you had a positive experience, and we're always working to make things even better."
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For 1 or 2-Star Reviews: Be professional, apologetic, and provide a way to take the conversation offline.
Example: "We're very sorry to hear that your experience did not meet your expectations. Please contact us at [your email or phone number] so we can learn more and address your concerns."
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Keep it Natural: Write your custom replies in a friendly, human-like tone. Avoid sounding overly robotic.
Leverage AI Guidelines: For AI replies, use the guideline box to promote specific, timely items like a seasonal menu item or an upcoming event, ensuring your thank you is also a smart marketing message.
Review and Refresh: Periodically review your automated messages (both custom and AI guidelines) to ensure they are still relevant and accurately reflect your business's voice.