Automatic Reply Rules

Conversations and reviews users can save time by creating rules to automatically reply to Google reviews without text (rating only).

How it works

You can create rules for reviews with any star rating 1 -5; and combinations of these, e.g. 4 & 5 star
To ensure the right language is used, you can configure different rules for the locations in different countries.
Rules can be paused and deleted.

Step-by-step

To create a rule, you must have the permission Manager and have access to all locations in your account.

1. Create and manage rules

Click Automation in the left menu to open the Manage rules screen.

2. Create Rule

On the Manage Rules screen, click Create rule.

3. Give your rule a name

Type a name for your rule. We recommend a name that describes what the rule does. For example, a rule that replies to all four and five star reviews sent to your locations in Sweden could be called "4 and 5 Sweden".

4. Configure the trigger

All rules have a trigger. The trigger defines which condition must be met in order to perform the reply action. For example, a trigger configured for 4 star and 5 star reviews for all locations in Sweden, will reply to any four or five star reviews with no text that are posted on your locations in Sweden.

Selecting ratings

Select locations

If your account only has locations in one country, you will only have the option to select "All locations".
If your account has locations in more than one country, you will see a list of all those countries. You can select one or more of those countries.

ply rules only work for reviews with no text. We recommend that you create rules to send replies in the most appropriate language for your brand in each country that you have locations. For example: you might create separate rules for locations in Sweden and Poland, where the main languages (Swedish and Polish) are different; but use the same rules for locations in the US and UK, where the main language (English) is the same.
ick Continue

5. Configure the reply

Auto-reply rules use one or more replies. The replies will be sent randomly to new reviews that meet the rules you set. This ensures that your customers see a variety of responses and helps with search engine optimisation. We recommend using three to five replies fore each rule. If you are using automatic replies to refer negative reviewers to a customer support channel, you may want to use a smaller number of replies.

Type a reply in one of the three available text boxes or click Saved Reply to access your library of Saved Replies.
To add more than three replies, click Add Reply.

To save your ruie and start the automation, click Activate Rule.

You will be shown a summary of your rule, click Activate Rule to confirm you want to turn on this rule. Click Cancel to return to the configuration screen.


When you activate a rule, it will not apply to conversations that are already in your inbox, it will only apply to new conversations received after you have activated the rule.

Pause, edit or delete a rule

After you have created a rule, you will see it on the Active Rules page. You can click:
Show, to see a summary of the rule.
Pause, to temporarily stop the rule sending replies.
Activate, to re-start a paused rule.
Delete, to permanently delete the rule. Any replies you entered will not be saved, unless they were part of your Saved Replies library.

Where your replies appear

Reviews that have been replied to automatically will be closed. To see them, apply a filter to your inbox for Closed conversations that have the Replied by a Rule condition checked, Yes. You can apply the same filter to your Performance Insights to see the number of reviews that were replied to automatically.

Updated on: 30/05/2025