Every review answered,
none left to speak for itself

The role today

Reviews accumulate faster than most teams can respond to them well, and the common fallback, a templated thank-you or a copy-pasted apology, reads as exactly what it is to anyone comparing reviews across a few businesses. A negative review with no response at all reads worse than one with a thoughtful reply, but writing a genuinely specific reply to every review takes time nobody budgeted for.

What the agent takes over

The agent reads new reviews across every platform your business appears on daily, drafts a reply that references what the reviewer actually said rather than a generic template, and posts the routine positive and neutral ones directly in your brand voice. Negative reviews, and anything ambiguous enough to need judgment, are drafted but held for a person to approve before they go live, so your tone stays consistent without a risky reply slipping out unreviewed.

Across reviews, it tracks what keeps coming up: the same complaint about packaging, the same praise for one feature, the same confusion about a policy, and turns that into a pattern report your team can actually act on instead of a pile of individual replies nobody steps back to read together.

Multi-location businesses get platform-specific nuance built in, since a Google review and an App Store review carry different reader expectations even when the complaint is similar, and the drafted reply reflects that rather than using one template everywhere. The agent also recognizes when the same reviewer has left feedback before, so a second review from someone whose first complaint was never actually resolved gets escalated rather than answered with another polite but hollow reply. Response timing is tracked against each platform’s own norm, since a day’s delay reads differently on a fast-moving app store than on a Google listing most customers check less often.

What stays with humans

Every negative review’s final reply is approved by a person before it posts, even though the agent drafts it. Your team sets the brand voice guide and decides which review types, if any, should always go to a human regardless of sentiment.

Guards

Negative and ambiguous reviews never post automatically; they wait in an approval queue with the drafted reply attached. Every posted reply, automatic or approved, is logged against the original review. The brand voice guide is tested against a batch of real past reviews before launch to confirm the tone actually matches, and a person can pause automatic posting for any platform at any time. Brand voice drift is checked periodically by comparing a batch of agent-drafted replies against your team’s own past replies, since a voice guide written once can start to feel slightly off after a few months of real use if nobody revisits it. For businesses operating under multiple sub-brands or store names, each gets its own voice profile rather than one shared tone that would read oddly on a storefront with a different personality than the parent brand.

Price and timeline

“Agency runs it” keeps the agent on our infrastructure with a monthly support plan covering tuning and monitoring. “Full control, handover-ready” delivers the agent on your own servers and accounts with documentation, source and credentials, so your team can run and change it without us; it costs more up front because the handover package, your-infra deployment and internal documentation are built in from day one.

Related

See the AI agents overview for how we build and guard these systems, and Routine takeover for the services that often pair with this one. Inside the agents catalogue: Complaints and escalation agent, Feedback and NPS agent, Social media inbox agent. For a narrower, single-process version of this work, see Review and reputation replies, App store review replies in the automations catalogue. For how the same guard patterns held up on real systems: Analytics hub with AI analyst in Telegram.

Want this running for your team? Get in touch and tell us where the messages pile up.