---
title: Replying to reviews with AI
description: Replying to reviews with AI
---
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1. [Customer Alliance Knowledge Base](https://support.customer-alliance.com/v2-knowledge-base?hsLang=en)
2. [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
# Replying to reviews with AI
## In the Review Inbox, the AI reply assistant writes a first draft of your reply in your brand voice. You check and edit it, then post it. Replies to portals Customer Alliance is connected to post directly; for the rest, such as Tripadvisor, you copy and paste.
### 1. Draft a reply
1. Open **Review Inbox** and select a review.
2. Under **Reply to this review**, click **Suggest reply**. The assistant drafts a reply from the review, its rating and your brand voice.
3. Want a different version? Click **Regenerate**.
Nothing is posted until you post it yourself.
What shapes every draft:
- **Your brand voice:** tone, words to use and avoid, greetings and closings, and your signature. Change these under **Settings → AI Brand Voice**; see *Configuring Your Brand Voice for AI Replies*.
- **The rating:** a short reply to a happy guest, a fuller one to a critical review.
- **Your recent replies:** the assistant avoids repeating their wording.
### 2. Choose the language
**Reply language** starts on **Match the review**, so the guest gets a reply in their own language. You can pick another language from the list.
When the guest writes in a language other than yours, **Draft in \[your language\]** is already on: you write and edit in your own language, and check the translation before anything is posted. Turn it off to write directly in the guest's language.
### 3. Edit and sign
- Edit the draft freely in the reply box.
- **Insert snippet** adds one of your saved text snippets.
- **Signature** adds a sign-off. Your default signature is added automatically. Signatures are inserted as written and aren't translated.
- The counter under the box shows how many characters the portal allows.
- **Save draft** keeps your work without posting it.
### 4. Post the reply
How a reply is posted depends on the portal:
| Where the review is from | How the reply is posted |
| --- | --- |
| Google, Booking.com, Expedia, Hotels.com, HolidayCheck, TheFork (connected under **Integrations**) | **Post Reply** posts it directly. **Schedule** posts it later. |
| A guest survey | **Post Reply** emails it to the guest in their language, if we have their email address. |
| Tripadvisor and every other portal, or one of the portals above that isn't connected | **Copy & redirect** (see below). |
**Copy & redirect** does three things in one click:
1. It copies your reply.
2. It opens the portal in a new tab. For Tripadvisor this is the Management Center page with the reply box.
3. It marks the reply as posted in Customer Alliance.
Paste the reply on the portal and submit it straight away: Customer Alliance already shows it as replied.
If **Copy & redirect** is greyed out with *This review has no link to open on the portal*, copy your reply yourself and post it on the portal.
### 5. If your account uses reply approvals
Some accounts have managers approve replies before they go out. You then see **Submit for approval** instead of **Post Reply**. An approver can edit and **Approve & publish** the reply, or send it back to you with a reason. For Tripadvisor and other copy-and-paste portals, approving marks the reply as posted: someone still needs to paste it on the portal.
### 6. Good to know
- **No reply possible:** Booking.com doesn't publish replies to reviews with no written comment, so these show **No reply possible**.
- **Editing a posted reply:** **Edit reply** works for Google, TheFork and copy-and-paste portals. Booking.com, Expedia and HolidayCheck don't allow a posted reply to be changed.
- **A reply that fails to post:** the message says why. If it says the portal connection needs re-linking, reconnect the portal under **Integrations**. If the portal refused the reply, edit it, or post it with **Copy & redirect**.
- **Daily limit:** you can generate up to 10 drafts per review per day.
- **Who can reply:** users whose role includes **Reply to reviews**.
- [Getting started](https://support.customer-alliance.com/v2-knowledge-base/getting-started?hsLang=en)
- [Settings](https://support.customer-alliance.com/v2-knowledge-base/settings?hsLang=en)
- [Integrations](https://support.customer-alliance.com/v2-knowledge-base/integrations?hsLang=en)
- [FAQs](https://support.customer-alliance.com/v2-knowledge-base/faqs?hsLang=en)
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