Help Center

Reviews AI Agents are intelligent assistants that automatically generate personalized replies to your business reviews. By defining a unique personality for each agent, you can ensure your responses consistently reflect your brand's tone and style, saving you time while improving customer engagement. This guide will help you set up, assign, and manage your AI Agents.

Step 1: Access the Reviews AI Settings

To begin, navigate to the Reputation Management section within your CRM. From there, click on Settings and then select the Reviews AI tab. This is where you will manage all aspects of your AI Agents.

Step 2: Create or Select an AI Agent

Click the Create Agent button to build a new AI personality. You have two options: build an agent from scratch by defining its characteristics manually, or use a pre-built template for a quicker start.

When creating an agent, you will configure the following:

Agent Name: Give your agent a descriptive name for easy identification.
Tone: Select a primary tone, such as Friendly, Professional, or Empathetic.
Prompt: Provide clear instructions that guide the agent's response style and content.

Alternatively, you can select Create Starter Agents to instantly enable a set of pre-configured agents, allowing you to begin using the feature immediately.

Step 3: Set Assignment Rules for AI Agents

You can assign specific AI Agents to handle reviews based on their sentiment—Positive, Neutral, or Negative. For added variety, you can enable the Round Robin Assignment option, which will automatically rotate different agents for responses.

Step 4: Configure Language Detection

The system automatically detects the language of incoming reviews. You should set a Fallback Language that the AI Agent will use if it cannot determine the review's language.

Step 5: Select Google Business Pages (Optional)

If you manage multiple brands or locations, you can assign specific AI Agents to individual Google Business Pages. This is an optional step for more granular control.

Step 6: Manage and Test AI Agents

You can edit, clone, or delete your AI Agents at any time. It is highly recommended to use the preview function to see the AI-generated response before it is published. In the main Reputation Management view, you can always see which agent was responsible for a given reply.

Best Practices for Using Reviews AI Agents

Clearly define a tone and style that aligns with your brand voice.
Tailor your agents' behavior to handle positive, neutral, and negative reviews differently.
Keep the instructions in your prompts simple and specific for the best results.
Where relevant, personalize responses by including business names or locations.
Regularly preview generated responses to ensure they meet your quality and tone expectations.

You are now ready to create and manage your Reviews AI Agents to deliver more personalized and efficient review responses.

Note: Access to Reviews AI Agents is permission-based. If you do not see the options to create or edit agents, please contact an administrator to grant you the 'Manage Reviews AI Agents' permission for your user role.