SmartMoving’s Smart Reputation tool includes powerful automations and AI-driven features that help you manage reviews more efficiently, respond faster, and gain deeper insight into customer sentiment, without increasing manual work.
Overview
Smart Reputation includes a set of automation and AI tools that help you manage reviews at scale, respond consistently, and surface patterns in customer feedback. These features work together to reduce manual effort while keeping your responses timely and on-brand.
Review Inbox Automation
Reviews that enter SmartMoving are automatically marked as Unprocessed, giving your team a clear view of which reviews still need attention.
Once a review has been addressed, it can be marked as Processed manually or automatically through a configured auto-reply rule. This keeps your Reviews Inbox accurate and actionable.
AI-Powered Reply Assistance
SmartMoving includes two ways to use AI when responding to reviews.
AI assist when replying manually: When you open a review to reply, you can generate an AI-suggested response based on the review content, edit or personalize it, then send it. This is useful for sensitive or detailed feedback where you want to review the response before it goes out.
AI auto-replies: When creating an auto-reply rule, you can set the response method to AI. SmartMoving then generates a personalized reply for each matching review automatically, using the reviewer's name, star rating, and comment. These replies publish instantly with no manual review or approval step.
Note: AI auto-replies cannot be edited from within SmartMoving after they are published. Edits must be made directly on Google or Facebook.
For full setup instructions, see Setting Up Automated Review Replies.
AI Tone and Voice
You can control how AI-generated replies sound at the account level using the AI Tone & Voice settings.
Three tone sliders let you adjust style across a spectrum from casual to formal, concise to detailed, and direct to empathetic.
Response strategy tags let you further shape brand personality, communication style, and how negative reviews are handled.
These settings apply to every AI-generated reply for your account, including AI auto-replies and AI responses generated manually from your Reviews Inbox.
Access them from the Auto Reply Rules list page or from within any rule where AI is selected as the response method.
For full configuration instructions, see Setting Up Automated Review Replies.
AI Review Summaries and Insights
Smart Reputation uses AI to analyze your review data and generate summaries that highlight overall customer sentiment, recurring feedback themes, and potential areas for improvement. Summaries are updated regularly and provide a high-level view of how customers perceive your service over time.
Automated Customer Support Ticket Creation
SmartMoving can automatically create customer support tickets based on review criteria. When enabled, low-star reviews trigger ticket creation, tickets are linked to the associated job or customer, and your support team is notified to take action. This helps ensure negative feedback is addressed promptly.
Automated Review Follow-Ups
Smart Reputation can trigger automated follow-up actions based on review activity, including sending follow-up emails after internal reviews and encouraging customers to leave public reviews. These automations reduce manual effort while keeping customer communication timely and consistent.
Best Practices
Use AI auto-replies for high-volume, routine reviews and custom templates for scenarios that need a more specific response, such as low-star ratings.
When replying manually with AI assistance, review the suggested response before sending.
Configure AI Tone & Voice settings before activating AI auto-reply rules to make sure replies reflect your brand.
Check AI review summaries regularly to identify recurring feedback themes early.