Conversations - Automatic Reply Rules

Automatic Reply Rules

Conversations and reviews users can save time by creating rules to automatically reply to all Google reviews - with and without text.

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, edited and deleted.
Rules apply to new incoming reviews. They do not apply to reviews that are already in your inbox.

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 star Sweden".

Type a name for your rule.

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 reviews with and without text

You can choose for your rule to reply to reviews With text, reviews with No text, or both.

Reviews with no text can only appear on Google. Facebook Recommendations & Trustpilot Reviews always contain text.

Selecting reviews with text or no text

Select Networks

Choose which networks you want to reply to; Google, Trustpilot, Facebook, or all three.

Selecting networks to which you want to reply

Selecting ratings

Choose which rating(s) should trigger this rule

On Facebook, positive recommendations are mapped to the 5 stars rule, while negative recommendations are mapped to the 1 stars rule.

Selecting rating(s).

Add locations / brand pages

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.

Select Locations

If your account has Trustpilot or Facebook brand pages you will be able to add them to your rule as well.

Select Brand Pages

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.

Click Continue

Rule finished!

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 Add 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 Save and Activate.

Configure your replies

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: 31/07/2025

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