Using Reviews AI to Automate and Improve Customer Review Responses
Reviews AI helps you manage and respond to customer reviews efficiently while maintaining a personal touch. The feature offers two modes—Suggestive Mode and Auto-Pilot Mode—to fit your workflow. This guide explains how to enable and use Reviews AI, including pricing and agency re-billing options.
Enabling Reviews AI for Your Account
By default, Reviews AI is turned off for all agency accounts. To enable it for all sub-accounts, go to the Company page in your agency settings and toggle Reviews AI on. Once enabled, the feature will appear in the Reputation settings page for all sub-accounts.
If you only want to enable Reviews AI for specific sub-accounts, navigate to Settings > Reviews AI and toggle the feature on or off for each sub-account individually.
Getting Started with Reviews AI
To access Reviews AI, log into your CRM and go to the Reputation tab. The feature is located in the Reviews section.
Suggestive Mode: AI-Assisted Response Writing
Suggestive Mode helps you write personalized and authentic responses to customer reviews. When you click the AI Reply button, Reviews AI generates a unique response based on the review content. You can regenerate the response if needed.
Pricing for Suggestive Mode:
- First generation: $0.01 (to validate billing)
- Second, third, and fourth generations: free
- Fifth generation and beyond: $0.01 each
Auto-Pilot Mode: Automated Review Management
Auto-Pilot Mode automates the review response process to save time while keeping responses professional and personalized. With Auto-Pilot Mode, you can:
- Customize responses based on star ratings
- Set a wait time before sending responses
- Add a footer to responses (e.g., a thank-you note or business name)
- Tailor auto-responses for specific sources like Google and Facebook
Pricing Structure
Reviews AI charges $0.01 per review response after the initial free generations (as outlined in Suggestive Mode). The same pricing applies to responses generated in Auto-Pilot Mode.
Best Practices for Reviews AI
- Tailor responses to your brand: Customize AI-generated responses to match your brand’s tone and personality.
- Monitor Auto-Pilot responses: Regularly check and adjust automated responses to ensure they reflect your brand standards.
- Engage beyond reviews: Use Reviews AI for efficiency, but remember to maintain deeper customer engagement outside of review responses.
Re-billing Reviews AI Costs to Clients
If you are an agency, you can re-bill Reviews AI usage costs to your clients. You can charge them at cost or add a markup for profit.
How to Enable Re-billing
- Ensure Reviews AI is enabled for your agency account.
- If the sub-account is not already in SaaS Mode, switch it by going to your agency account’s Accounts tab, finding the sub-account, clicking the three dots icon, and selecting Switch to SaaS.
- In the agency account’s Accounts tab, click View Details for the sub-account, scroll to the Reviews AI Re-Sell Settings section, and toggle re-billing on.
- Use the slider to set your desired markup amount and save the settings. Repeat for each sub-account where you want to re-bill.
How Re-billing Works
Agencies pay the CRM platform and receive invoices with the platform’s branding. Sub-accounts (your clients) pay you, the agency, and receive invoices with your branding. Payments from clients are deposited into the Stripe account connected to your agency.
Re-billing for Reviews AI uses a credit system similar to other re-billable products in the CRM. Credits are deducted from the agency wallet and the location wallet accordingly.