Reply Templates help your team respond to customer reviews quickly and consistently without sacrificing quality or personalization. By creating pre-written responses that align with your brand voice, you can streamline review management while still tailoring each reply to the customer’s experience.
What Are Reply Templates?
Reply Templates are reusable response drafts that can be selected when replying to reviews in SmartMoving. Templates can be used for both public reviews (Google and Facebook) and SmartMoving Only (internal) reviews.
They allow you to:
Save time when responding to reviews
Maintain a consistent, professional tone
Reduce repetitive writing for common scenarios
Customize responses without starting from scratch
Using Reply Templates When Responding to a Review
When replying to a review:
Open the review in the Reviews Inbox
Click Reply
Select the template icon
Choose a reply template from your list
Edit the text as needed to personalize the response
Send the reply
Templates provide a starting point, but responses can always be customized before sending.
Personalizing Template Responses
Even when using a template, personalization is encouraged. You can:
Address the customer by name
Reference specific details from their move
Adjust tone or wording based on the review
This ensures replies feel genuine and thoughtful, not automated.
Creating and Managing Reply Templates
Reply Templates are managed from Marketing Settings.
To access templates:
Go to Settings
Select Marketing
Click Reply Templates
Creating a New Reply Template
Click Create Template
Enter the template content
Adjust tone, wording, and structure to match your brand
Save the template
Your new template will be available immediately when replying to reviews or configuring automated replies.
Editing an Existing Template
To update a template:
Locate the template in the list
Click the three dots (kebab icon) next to the template name
Select Edit
Make your changes and save
Updates apply to future replies using that template.
Using Templates with Automated Replies
Reply Templates can be attached to Auto Reply Rules. When multiple templates are selected for a rule, SmartMoving rotates between them to help responses feel natural and varied.
This approach:
Prevents repetitive replies
Improves authenticity
Maintains brand consistency
Best Practices for Reply Templates
Create separate templates for positive and negative reviews
Keep language friendly, professional, and flexible
Avoid overly generic phrasing
Review templates periodically to ensure accuracy
Combine templates with AI tools for added personalization
What’s Next?
After setting up Reply Templates, you may want to:
Attach them to automated reply rules
Enable AI-generated reply suggestions
Review notification and reminder settings
These features work together to create an efficient review response workflow.