Review Management
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      AI Review Responses

      Respond to customer reviews in seconds - with on-brand, AI-powered replies that save you time and enhance your guest experience.

      Responding to customer reviews can take up valuable time, especially during peak season or across multiple operations. Yonder's AI Review Responses make it easy. Our AI-powered feature instantly generates thoughtful, brand-aligned replies for Google Reviews and Yonder Feedback. Each response is tailored to the review's content and your tone, ready for you to post, edit, or regenerate in seconds.

       

       

      Why Use AI Review Responses?

      • Save time: No more typing from scratch. Get thoughtful, ready-to-post replies in seconds.

      • Stay on brand: Every response reflects your tone of voice and brand personality - no matter who’s responding.

      • Improve the guest experience: Respond faster and more thoughtfully to make guests feel heard and valued.
      • All your reviews, one place: View and respond to Google reviews across all your Google Business profiles from one dashboard. 


       

      How to Use AI Review Responses


      Select a Review to Respond To

      1. Head to Reviews > All Reviews in your Yonder dashboard.

      2. Filter by Reply Status. Select 'Needs a reply', 'Does not need a reply', or 'All reply statuses'. 

      3. Click on a Review. Choose either a Google or Yonder Survey review.

      4. Get an instant AI-generated reply. 


        Customize and Send Your Reply

        Once a response has been generated, you have the following options:

        1. Post or Send the Response
        Love the AI-generated reply? You can send or post it in just one click, simple as that!

        2. Edit the Response
        Want to fine-tune the wording, add more context, or update details? You can edit the generated response before posting or sending.

        3. Generate a New Response
        Not quite the message you were after? Click the Star icon to generate a new version. You can do this as many times as needed until it feels right.

        4. Adjust the Tone
        Want to change the way your responses sound? Click the Adjust Tone icon and add a custom prompt to set a different style for your replies. Once saved, this tone will be used for all future AI-generated replies. 



        Where Your Replies Go

        • Google Reviews — your reply is posted directly to Google.

        • Yonder Surveys — your reply is emailed to the guest’s provided email address.



         

        Adjusting the Response Tone

        The default tone is:

        "Generate a response to the following review by a customer on your reviews page. Keep it brief, friendly, and professional."

        But you can customize this to reflect your business style. Here are a few fun examples  for inspiration: 

        • Adventure operator: “You’re a local zipline guide full of energy and appreciation. Respond with excitement, thank the guest, and hype up the adventure.”

        • Cultural host: “Respond as a welcoming Māori cultural guide. Be respectful, warm, and share the spirit of manaakitanga in your tone.”

        • Wildlife ranger: “You’re a friendly Aussie ranger. Use casual tone, include Aussie slang, and throw in animal facts when relevant.”

        • Island host: “You're a relaxed, ultra-friendly island concierge. Speak with tropical warmth and gratitude.”

        Other prompt ideas:

        • Include the support email when responding to issues or concerns. 

        • Use emojis sparingly - just enough to add warmth without going overboard. 

        • Keep replies guest-focused and authentic. The customer is always right!

         

        Frequently Asked Questions


        Is this feature available on the Chatbot-only plan?
        Yes! If you’ve connected your Google Business account, you can use AI Review Responses.

        Will the AI automatically post replies?
        No. You’re always in control. The AI suggests a reply, but it’s up to you to post, edit, or regenerate it. 

        Can we respond to Yonder Surveys that don’t have comments?
        AI responses are only generated for survey reviews with written comments. NPS scores or star ratings without comments won’t trigger a reply. 

        Does this work for both Google and Yonder reviews?
        Yes, as long as your Google account is integrated, you’ll see AI replies for both platforms. For help in connecting your GMB account, click here. 

        Can I turn off AI Review Responses or write a reply manually?
        Yes, AI responses are never locked in. You can ignore the suggested reply and write your own response from scratch any time. 


        Have other questions? Contact support@yonderhq.com.