Generate a Reply Using AI

Owned by Gabrielle Pollack
Last updated: Dec 21, 2023
3 min read

Overview

AI-assisted manual replies provide a powerful tool for crafting thoughtful and relevant responses to reviews. This feature utilizes artificial intelligence to generate up to five unique replies to a review based on details such as the review text, rating, customer name, and account information. Admins and account/organization managers can enable the "Reply to reviews using AI" toggle in account settings, allowing users to leverage AI assistance when composing responses.

It's important to note that no sensitive data or transaction details are shared during this process.

Enabling Reply with AI for an Account

The Reply with AI feature can be managed at both the account and user levels. At the account level, admins and account/organization managers can enable or disable this functionality, impacting all users and managers within the account. When enabled at the account level, all users and managers, including tier, account, and organization managers, gain access to the Reply with AI feature. Follow the steps below to enable (or disable) Reply with AI at the account level.

  1. Using the left-side navigation menu within the enterprise account, navigate to the Settings page. Then, click on the Account Settings tile.

  1. Scroll down to the Reviews Management Settings sub-category, then adjust the toggle switch for the setting, Allow user to reply using AI.

  1. Click the blue Save button for the changes to apply to all users and managers in the account.

Once enabled at the account level, all users who are eligible to reply to reviews and tier managers will see a Generate Reply button in the bottom right corner of each review, until the five-per-review limit of unique reply options has been reached.

Disabling Reply with AI for a User

Managing the "Reply with AI" feature on an individual basis provides administrators with the flexibility to tailor access based on user roles within an enterprise account. Once this feature is enabled at the account level, administrators can further refine user-specific permissions. The steps below guide you through the process of restricting the "Reply with AI" feature for a specific user, ensuring precise control over AI assistance in responding to reviews.

  1. Using the left-side navigation menu within the enterprise account, navigate to the Hierarchy page, then the Users table.

  1. Locate the user whose settings should be updated and click the icon in the Actions column.

  1. Scroll down to the Reviews Management Settings sub-category, then adjust the toggle switch for the setting, Allow user to reply using AI.

  1. Click the blue Update button for the changes to apply to all users and managers in the account.

If the toggle is turned to the off position (grey) the selected user will not be able to use the Reply using AI feature when replying to reviews. If the toggle is turned to the on position (blue) enables the user to take advantage of the feature on any review that needs a reply, including those received before the setting was enabled.