In the digital world, responding quickly to reviews is vital for your reputation. Our Auto-Reply feature ensures every customer feels heard, demonstrating your commitment without increasing your workload.
Activate the tool to ensure your responsiveness and show potential customers that you care about their feedback. This guide walks you through setting up your replies for Google, Facebook, and Private reviews.
Key Benefits of Using Auto-Replies
Save Time and Effort: Manually replying to every review, especially as your business grows, can be time-consuming. Automation handles the initial acknowledgment, freeing you and your team to focus on other important tasks.
Ensure 100% Responsiveness: Never let a review slip through the cracks again. Auto-replies guarantee that every single customer receives a timely acknowledgment, making them feel valued and heard.
Enhance Your Brand Image: A business that responds to feedback is seen as professional, caring, and trustworthy. This consistent engagement positively influences potential customers who are reading your reviews.
(Coming Soon!) Generate Personalized AI Replies: Our advanced AI automatically detects the reviewer's name and tailors a response based on the review content and rating, allowing you to create personalized, human-like replies at scale.
Maintain Full Control: The system is designed for flexibility. You always have the opportunity to step in and provide a personalized message for reviews that require special attention before the automated response is sent.
How It Works: The Reply Schedule
To ensure timely responses, the auto-reply system runs three times per day at scheduled intervals: 8:00 AM, 12:00 PM (noon), and 6:00 PM.
This frequent schedule is designed to provide quick acknowledgments to your customers. It also gives you a window of a few hours between cycles to see new reviews and decide if you want to write a personal, customized response before the system does.
Note: If you manually reply to a review at any time, the scheduled auto-reply for that specific review will be canceled. This gives you complete control, blending the efficiency of automation with the option for personalization when it matters most.
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 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 4: Choose Your Reply Method
Select between the two available reply types:
| Reply Type | Description |
|---|---|
| Manual reply | Uses a standardized, static message that you write and customize for a specific star rating (see Step 7 below). |
| AI-generated reply | Uses artificial intelligence to read the review content and generate a unique, personalized, and dynamic response, often including the reviewer's name. |
Step 4: Define AI Guidelines (Optional for AI)
If you chose the AI-generated reply, use the AI Guidelines box to provide specific instructions (e.g., “Be professional and apologize for the wait time”). These guidelines are limited to 500 characters and allow you to customize the AI's dynamic response. If you leave the box empty, the AI will generate a standard, personalized thank you.
Once you have entered your guidelines, click "Preview AI Reply" to immediately visualize the type of response the AI will generate before activating it.
Step 5: Choose the Type of Review
Under the "Type of review" setting, specify when the auto-reply should be sent. You have 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 6: 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 7: Craft Your Message (Required for Manual Reply)
If you chose a Manual reply, write the automated response you want to send for the scenario you've just defined. (See our "Best Practices" section below for ideas!)
Step 8: Save Your Changes
Click the 'Save' button to activate your auto-reply.
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 manual 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 manual and AI guidelines) to ensure they are still relevant and accurately reflect your business's voice.