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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 your reviews. Filter by Reply Status, or use the Has Photo/Video filter to surface Google reviews that include media. 

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

4. Get an instant AI-generated reply.

5. See attached photos & videos. If the customer included media on their review, you'll see thumbnails under the review text. Click any thumbnail to view the full image or video. 

Google Media 2

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 Stars 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. 

A note on photos and video: When a positive Google review includes media, the AI may reference it in the generate response. For example,"Thanks for sharing your pic!". This only happens on positive reviews, sp replies to negative or critial feedback stay focused on the issue itself.

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?
Yes. You can respond to Yonder NPS score ratings and Google star reviews even when no written feedback is provided. The AI will generate a generic response based on whether the rating is low, medium, or high.

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. 

Will the AI be able to see the images and videos attached to a review?
Not exactly. The AI knows that a customer attached media to their review, and it may acknowledge that in a positive response. But it doesn't look at the image or video itself, so it won't describe what's in it. You'll always want to view the media yourself in the review drawer to get the full picture.

Have other questions? Contact support@yonderhq.com.