Automated review replies allow you to respond to customer feedback quickly and consistently. With SmartMoving’s Online Reputation Management (ORM) tool, you can create rules that automatically reply to reviews based on platform, rating, or source, while still maintaining a personalized touch.
Accessing Auto Reply Rules
To configure automated replies:
Go to Settings
Select Marketing
Click Auto Reply Rules
This page displays all existing rules and allows you to create new ones.
Creating a New Auto Reply Rule
Click Create Rule
Define the criteria for the rule, such as:
Review platform (Google, Facebook, SmartMoving Only)
Star rating (for example, 5-star reviews)
Review source
Choose whether the rule applies to public or internal reviews
These criteria determine when the automatic reply will be triggered.
Attaching Reply Templates
Once criteria are set:
Attach one or more Reply Templates to the rule
SmartMoving will rotate between templates to avoid repetitive responses
Templates can be edited or created from:
Settings > Marketing > Reply Templates
Using multiple templates helps responses feel natural and authentic.
Marking Reviews as Processed Automatically
When configuring a rule, you can enable the option to:
Mark the review as processed after replying
This helps keep your Reviews Inbox clean and ensures completed reviews don’t require additional action.
Testing and Managing Rules
After creating rules:
Monitor how they perform
Adjust criteria or templates as needed
Disable or edit rules at any time
Testing different rules can help you find the right balance between automation and personalization.
Important Notes
Automated replies should be reviewed periodically to ensure accuracy and tone
Some automated emails may override existing rules if they share the same rating criteria
Rules for different ratings (for example, low-star reviews) will continue to function independently
What’s Next?
Once automated replies are configured, consider setting up:
Review notifications
Review reminders
SmartMoving-only follow-up emails
Customer support ticket automations
These tools work together to create a complete review management workflow.