AI & Automation
A different response strategy for every star rating
Configure tone, length, emoji use, and approval mode independently for 1 through 5-star reviews.
Overview
The Grand Bistro · London, UK
Avg. Rating
4.8★
+0.2Reply Rate
98%
+4%Reviews/Mo
47
+12Rating Trend
6 monthsRecent Reviews
View allSarah M.
Absolutely amazing — the team went above and beyond!
Thank you so much, Sarah! We're thrilled you had such a great experience with us.
James T.
Great place overall. Food was excellent, service was very friendly.
Thanks for the kind words, James! We really appreciate your support.
Overview
Rating Rules let you set distinct AI behavior per star rating — a 5-star review might get a warm, emoji-friendly automatic reply, while a 1-star review gets a formal, careful tone that's always held for manual approval.
Benefits
Per-rating tone control
Set a different reply tone, length, and emoji style for each of the five star ratings.
Per-rating approval mode
Choose manual or automatic publishing independently for each rating level.
Custom instructions per rating
Add specific guidance the AI should follow only for reviews at that rating.
Why It Matters
A one-size-fits-all reply strategy doesn't match how differently a 5-star compliment and a 1-star complaint should be handled. Rating-specific rules mean happy customers get a quick, warm auto-reply while critical reviews are treated with the extra care and human oversight they deserve.
How It Works
Five rating rows, one per star level
Rating Rules ship with a row for each star rating, pre-populated with sensible defaults.
Adjust tone, length, and emoji per row
Independently tune how formal, how long, and how expressive replies are for that specific rating.
Set the approval mode per row
Decide whether replies at that rating publish automatically or wait for your review.
Best Practices
Keep 1-2 star reviews on manual approval
Negative reviews often need a human read before responding, even with a well-tuned AI.
Loosen automation for 4-5 star reviews first
These are the lowest-risk replies to automate, and a good place to build confidence in the system.
Use custom instructions for known edge cases
If 3-star reviews at your business tend to mention a specific recurring issue, add an instruction addressing it directly.
FAQ
Frequently Asked Questions
No — sensible defaults are created automatically; you only need to adjust the ratings where you want different behavior.
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