Auto-reply for Social Review Campaigns
Autoreply for Social Review Campaigns
http://Experience.com now supports Automated Replies using AI for all Social Review Campaigns, helping professionals and enterprises maintain quick, consistent engagement with reviewers across third-party platforms such as Google, Facebook, Zillow, and more.
This enhancement extends the existing Auto-Reply system—previously available only for campaigns-based reviews—into your social review pipeline. Once enabled, replies are automatically generated and applied based on each platform’s publishing rules.
This guide explains how Autoreply works for Social Review Campaigns, how to enable it, and what to expect in your Review Management page.
What is Autoreply for Social Review Campaigns?
Autoreply allows http://Experience.com to automatically generate and publish a response when a customer leaves a review on a connected third-party site.
Unlike campaign reviews, social reviews come directly from platforms such as Google or Facebook. Because each platform has rules about who can publish replies, http://Experience.com adapts automatically based on the reviewer’s origin.
Key benefits
Ensures every review gets a timely response
Saves time for managers & admins managing multiple review sources
Prevents missed engagement on third-party platforms
Maintains consistent brand voice
Works across all Social Review Campaigns
How Autoreply Works
Once enabled:
A customer leaves a review on a connected 3rd-party site
http://Experience.com detects the review and triggers an auto reply
The system uses the Auto Reply Duration you’ve configured (ex: 24 hours or 48 hours)
A reply is generated following platform-specific publishing rules
The reply appears inside your Review Management page
Note: Social platforms do not allow replying “as” another identity. Therefore, the system automatically selects the correct reply identity based on platform policies.
How to Enable Autoreply for Social Review Campaigns
Step 1: Open the Campaigns Module
Log in to your http://Experience.com account and select Campaigns from your left navigation menu.
Step 2: Open Your Social Review Campaign
Locate the campaign labeled Social Review Campaign and click to open it.
Step 3: Go to Review Settings
Inside the campaign, navigate to:
Settings → Review Settings
You’ll see a new option:
Autoreply — Toggle ON/OFF
Step 4: Enable the Autoreply Toggle
Turn the toggle ON to activate auto replies.
Step 5: Autoreply Logic Automatically Applies
Once enabled, the system automatically handles:
Reply generation
Platform-appropriate identity selection
Publishing to eligible platforms
No further configuration is required.
Viewing Autoreplies in the Review Management Page
All auto replies generated for social reviews will appear inside:
Reviews → Review Management
Understanding Status Indicators
When a reply is successfully published, it appears normally in the review thread.
Google Business Profile Special Case
If an agent is connected only via PlaceID (not OAuth):
The system generates an autoreply
But cannot publish it (Google requires OAuth permission)
An error icon will appear next to the reply
Clicking the icon displays a message:
“This reply could not be synced to Google because your account is not connected through Google OAuth. Please connect via OAuth to publish replies.”
The message includes a CTA button to Connect via OAuth.
Troubleshooting
Autoreply didn’t publish
Check:
Platform connection status
Whether your Google account is connected via OAuth
Whether the review source allows 3rd-party replies
Reply shows an error icon
This means http://Experience.com generated the reply, but the platform blocked publishing due to permission requirements.
Autoreply toggle not visible
Ensure you are in a Social Review Campaign, not a survey campaign.