Automated review replies let you respond to customer reviews based on rules you define. You can configure rules to use rotating reply templates or AI-generated responses. When a review matches your rule's criteria, SmartMoving sends the reply automatically.

AI-generated replies are personalized using the reviewer's name, star rating, and review content. They publish the moment a matching review arrives, with no manual approval step.

How To Create an Auto Reply Rule

Go to Settings > Marketing > Auto Reply Rules.
Click Create Auto-reply Rule.
Enter a name in the Rule Name field and select the applicable Locations.
In the Condition section, define the IF criteria for the rule:
- Review source is: Smart Moving-only, Google, and/or Facebook
- And rating is: specify which star ratings trigger this rule
- And review text is: Present or Not Present
In the THEN section, use the Auto reply via dropdown to choose:
- Templates: select one or more reply templates. SmartMoving rotates between them to avoid repetitive responses.
  - Manage templates at Settings > Marketing > Reply Templates.
- AI: SmartMoving generates a unique, contextual reply for each matching review automatically using your AI Tone & Voice configuration. No templates are required. More on that below.
Optionally, enable Mark the review as Processed.
1. This helps keep your Reviews Inbox clean and ensures completed reviews don’t require additional action.
Click Save. SmartMoving applies the rule to matching reviews going forward.

Note: When a rule is created or activated, it will also trigger for any matching reviews received in the last 24 hours.

💡SmartTip: Use the Clear button in the Condition section to reset all condition fields at once. If Templates is selected, a separate Clear button removes the current template selection without affecting your conditions.

Using AI-Generated Replies

When AI is selected as the response method in an auto-reply rule, SmartMoving generates a personalized reply for each matching review automatically using the reviewer's name, star rating, and comment. These replies publish instantly with no preview or approval step.

You can also generate an AI reply manually from your Reviews Inbox by clicking the AI button below the reply box. The generated reply will reflect your AI Tone & Voice settings and can be reviewed and edited before posting.

💡SmartTip: Combine AI-generated replies for high-volume, routine reviews with custom templates for specific scenarios, such as low-star ratings, to balance efficiency and personalization.

Configuring AI Tone and Voice

You can control how AI-generated replies sound by configuring your account's tone and voice preferences. These settings apply to every AI-generated auto-reply for your account, as well as when manually generating an AI response from your Reviews Inbox.

On the Auto Reply Rules list page, click AI Tone & Voice.
1. You can also open it from within a rule when AI is selected as the response method.
Adjust the three tone sliders to match your preferred style. Each slider has five positions:
- Casual to Formal
- Concise to Detailed
- Direct to Empathetic
  
  Note: All sliders default to the middle position and no tags are selected by default.
Optionally, select tags from the response strategy categories to further shape the AI's approach:
- Brand Personality: Executive, Conversational, Community-Focused, Premium
- Communication Style: Diplomatic, Offer Solutions, Enthusiastic, Relaxed, Use Emojis
- Negative Review Handling: Take Accountability, Balanced, Stay Diplomatic
Click Generate Preview to see a sample AI reply based on your current settings. The preview is generated using a sample 5-star review.
- Click Regenerate to get a new variation with your current settings, or to see the impact after adjusting your settings.
Click Save to apply. Settings are stored at the account level and used for all AI replies.

To exit without saving, click Cancel or the X button.

💡SmartTip: Start with all sliders at the middle position and adjust one at a time. Small changes can have a noticeable impact on how AI replies sound.

Troubleshooting

An automated reply was not sent for a review.

Confirm the review matches the criteria in your rule, including review source, star rating, and review text, and that the rule is enabled.

Two rules have overlapping criteria.

When a review satisfies more than one rule, SmartMoving applies the more specific rule. Adjust the criteria in each rule to make sure the intended rule is the most specific match.