How to configure the AI reply assistant for reviews

Accessing AI reply settings

AI review reply settings are available only to administrators via 👉 Administration > Settings > Customer Reviews.

On this screen, the “Review replies” section allows you to define the rules used by the AI to generate replies.

Available settings for reply generation

The prompt configuration options include the following fields:

• General tone (required) > defines the overall attitude of the reply;

• Formality (required) > defines the level of language;

• Style (required) > defines the structure and approach of the reply;

• Emojis (required) > controls the use of emojis in replies;

• Contact email address (optional) > allows you to enter a contact email address. When this field is filled in:

  • the email address is automatically included in AI-generated replies for negative reviews;

  • this makes it possible to invite the customer to contact you directly to continue the conversation outside the platform.

Testing AI reply generation

Before using automatic reply generation in real conditions, you can first test your configuration.

The screen provides:

• a “Test comment” area to enter a sample review;

• the “Generate a reply with AI” button, which triggers reply generation based on the selected settings;

• a “Suggested reply” area displaying the AI-generated response.

This test allows you to check that the tone, style, and content meet your expectations before use.