If you'd love to keep on top of your Google and Facebook reviews without spending hours drafting replies, Reviews AI can help. It reads each review and drafts a reply in your brand voice, either as a suggestion for you to check and send, or automatically once you've set your rules.
This guide is perfect if you want to:
Save time responding to Google and Facebook reviews
Let AI draft a reply you can personalise and send yourself
Set up an AI Agent to automatically respond to reviews for you
Keep your review responses consistent with your brand voice
Manage, edit, or test your Reviews AI Agents at any time
Before Reviews AI can start responding, you need to set up at least one Agent. You can create and run more than one Reviews AI Agent at a time, for example to handle positive and negative reviews differently, or to manage different review sources (Google or Facebook).
You can configure the tone of voice, rules, review sources, and more, for each Agent you create. You can build one from scratch, start from a ready-made template, or quickly activate a set of pre-built starter Agents.
From the main Ivorey™ menu, go to Reputation > Settings > and click the Reviews AI tab
Choose how you'd like to build your Agent:
Click [Create Starter Agents] to instantly activate a set of pre-built agent templates across different tones - a quick way to get started without building each one individually (you can edit these as needed, after they’ve been created)
Click [+ Create Agent]:
Create from scratch - set the tone, style, and traits manually
Use a ready-made template - start from a pre-built personality and adjust it to suit your brand
If building from scratch (or editing a starter or template Agent), configure your Agent's details:
Agent Name - a friendly name to help you track its performance and reply quality
Agent Instructions - give your agent directions it should follow when drafting replies, include specifics (e.g. never say XYZ, or keep responses to 2 lines and under)
Tone - select a maximum of 2 tones (e.g. No Tone, Professional, Grateful, Solution Oriented)
Language - select the language of the review reply:
Fixed - all replies will be in the selected language
Dynamic - the reply language will match the language of the review comment where supported > select the fallback language your agent should use if the review language is not supported
Review Source - select where your agent should pull reviews from:
All sources - responds to both Google and Facebook reviews
All Google pages - responds to Google reviews only
All Facebook pages - responds to Facebook reviews only
Specific pages - assign the agent to respond on specific connected Google Business Profile or Facebook pages only (useful if you manage multiple locations or brands)
Review Type - select which reviews this agent should respond to (e.g. All reviews, 5 stars, 4 stars or above, 2 stars or below, 1 star only)
Note: This is especially useful if you want to create specialised agents for different situations - for example, one agent with a Grateful tone for 5-star reviews, and a separate agent with a Solution Oriented tone for reviews of 2 stars or below.
Footer - the consistent text after all your automatic review replies (e.g. Thanks, the [Business Name] team!)
Note: The Footer only applies to automatically sent replies, not to suggestions you send manually in Suggestive mode.
Click [Generate] to see a Response Preview > and make any adjustments as needed (keep generating previews until you’re happy with the tone and instructions - max 50 previews per day)
When you’re happy, click [Save] to activate your Agent
Once your agent is set up, you can choose how it responds to reviews - automatically or with your input first.
From the main Ivorey™ menu, go to Reputation > Settings > Reviews AI > and select your preferred mode, at the top of the page:
Auto Responses - your agent automatically detects and responds to matching reviews based on the rules you configured:
Set your Wait Time - the delay between when a review is received and when AI sends the response
Note: A short wait (e.g. 5-15 minutes) gives you a window to manually reply first if you want to, before automation kicks in. Set it to 0 if you want responses sent immediately.
Suggestive - your agent drafts a reply for you to review, personalise, and send yourself. To use AI reply suggestions:
Go to Reputation > Reviews to respond to reviews as they come in > find a review > and click [AI Reply] to generate a suggestion
Read through and personalise it as needed
Click [Regenerate] if you'd like a different version
Click [Send] when you're happy
Off - turns off Reviews AI entirely
(optional) Set up Drip Mode to automatically catch up on a backlog of older, unreplied reviews. This is separate from your Auto Responses setting, which only handles new incoming reviews. To set it up:
Under Respond to Reviews - Drip Mode, click [+ Create a New Campaign]
Give your campaign a Name > and select the Date Range of reviews you want to catch up on
Set the campaign Frequency & Timing:
Frequency - choose daily, weekly, or monthly
Replies Per Day - set the daily cap to keep responses looking natural (max. 10 per day)
Time Window (optional) - select the hours during which replies should be sent (e.g. business hours only)
Select your AI Agents - select the agent(s) that should be used for these historical replies
Note: You can select more than one agent for a campaign. Each agent will still respond according to its own Review Type and Review Source settings. If you have agents configured for different star ratings or platforms, selecting multiple agents allows the right one to handle each review accordingly.
Review the summary (eligible review count and estimated days to clear the backlog based on your daily cap) > and click [Start] to activate the campaign
Monitor the campaign progress > and pause, edit, or delete a Drip Mode campaign at any time
Note: Campaign edits only affect future scheduled replies, any responses already sent remain unchanged.
(recommended) Enable Spam Detection - Reviews AI will automatically skip spam-flagged reviews and won't respond to them, avoiding unnecessary usage fees and protecting your brand from engaging with fraudulent or irrelevant feedback. To set it up:
Go to Reputation > Settings > Spam Reviews > select [On] > and click [Save]
Once enabled, you can also manually mark/unmark a review as spam - click on the [Reviews] tab along the top menu bar > click the [⋮] three dots on any review > and select [Mark/unmark as spam]
Once auto responses are enabled and your agents are set up, you can keep an eye on how they're performing and make changes at any time.
From the main Ivorey™ menu, go to Reputation > Reviews
Read through any automated replies to check the quality of the agent’s responses
Note: You can see which Agent crafted each reply, so you always know which one to adjust if needed.
To make adjustments, click on the [Settings] tab > Reviews AI tab > and click the [⋮] three dots on any agent:
Click [Edit] to adjust an agent's name, instructions, tone, language, sources, review type, and footer - or to generate preview responses at any time > and click [Save] if any changes were made
Click [Clone] if you'd like to create a variation without starting from scratch
Click [Disable] for any agent you don’t want to use > you can click to [Enable] again any time
Click [Delete] to completely remove an agent you no longer need
No, Reviews AI only responds to unreplied reviews. If you've already manually replied to a review, it won't be picked up by Auto Responses or Drip Mode.
Hit the support chat widget inside Ivorey™ - we can:
Walk you through any of the steps
Troubleshoot anything that's not working
We're here and ready to help via the chat widget in the bottom right of your Ivorey™ account. Or if you are looking for done-for-you support, you can browse our current services here 🤍
