Reply to reviews
Each review can get an AI analysis (feeling, topics, urgency) and a drafted reply in your brand's tone. In the app, the reply assistant is called Mira. You edit the draft if needed, then approve it.
Find it: Sidebar → Reputation → Reviews tab Who can use it: Owners and Admins can analyse and reply. Everyone else can read.
Find the reviews to answer
- Click the Awaiting reply tab (next to All and Replied). You'll see: only reviews without a reply.
- Narrow with Rating, Sentiment or Topic, or type in Search reviews, reviewers, topics.
- Sort with Most recent, Oldest, Highest rated or Lowest rated.
The numbers at the top: Average rating, Reviews, Awaiting reply and Reply rate.
Analyse many reviews at once
- Tick the reviews you want ("Select reviews to analyze with AI").
- Click Analyze N. You'll see: "Analyze N reviews?" with Reviews, Already analyzed (skipped), Cost in credits and Your balance. "1 credit covers up to N reviews."
- Click Proceed. You'll see: "Enrichment started", then tags on each review: sentiment, topics and severity.
If billing is in preview, the window says "no credits are deducted yet". If you don't have enough credits, it says "Not enough credits — top up to proceed."
Reply to one review
- Click a review. You'll see: the review and, if it's not analysed yet, Run AI analysis.
- Click Run AI analysis (optional but useful). You'll see: Sentiment, Emotion, Severity, Topics, Root cause and Recommended actions.
- In the reply assistant, click Generate. You'll see: "Reply drafted by Mira" and a draft in the box.
- Adjust it: click Shorter, Longer, More professional or More empathetic, or edit the text yourself. Click Regenerate for a fresh draft.
- Click Approve & save. You'll see: "Reply saved". If Google Business Profile is connected, the reply posts to Google automatically.
- Not connected? Click Copy & open on Google, then paste the reply there. You'll see: "Reply copied" and Google opens in a new tab.
To change a posted reply, edit it and click Update reply.
Good replies, by rating
| Review | What a good reply does | Example |
|---|---|---|
| 5★ | Thank them by name, mention what they liked | "Thank you, Priya! So glad you loved the hair spa." |
| 3★ | Thank them, own the problem, invite them back | "Thanks, Arjun. Sorry about the wait. We've added an extra stylist on Saturdays." |
| 1–2★ | Apologise, don't argue, move it offline | "We're sorry, Rohan. Please call us on … so we can make this right." |
Reply settings
Find it: Sidebar → Reputation → Settings tab. Click Save changes when done.
Brand voice
"How Mira writes replies on your behalf."
| Setting | What it does |
|---|---|
| Tone preset | Warm & friendly, Professional, Luxury or Casual. "Fills in the description below; edit it freely." |
| Tone description | A few words about your voice, used in every draft. |
| Reply sign-off (optional) | Added to the end of every drafted reply, like "— The Brightway team". |
Reply automation: which replies need a person?
The problem: "I want speed, but I don't want the AI answering an angry customer alone."
| Setting | Options | Our tip |
|---|---|---|
| Require approval for | Nothing — publish all directly, 1★ reviews, 1–2★ reviews, 1–3★ reviews. "These hold for a manager's OK before publishing." | Start with 1–3★ reviews. Low ratings always get a human look. |
| Auto-draft replies for | Off, 5★ reviews, 4–5★ reviews. "Mira pre-drafts a reply, ready for one-click publish." | 4–5★ reviews saves the most time on happy customers. |
A clinic or hospital should keep approval on for all low ratings, since replies may touch on patient care. A busy restaurant can auto-draft 4–5★ replies and approve them in one click.
Alerts and escalation
| Setting | What it does |
|---|---|
| Notify on | Where alerts go: Inbox, Email, WhatsApp, Slack. |
| Alert on negative reviews | "Notify the team when a low-rated review arrives." Set A review counts as negative at or below to the star level. |
| Alert on critical issues | "Notify immediately when AI flags a review as critical severity." |
| Default owner role | The role key (for example manager) that owns escalated reviews. |
| Escalate at severity | Medium and above, High and above or Critical only. |
Common problems
"Could not draft reply". Try Generate again. If it keeps failing, write the reply yourself and click Approve & save.
The reply didn't appear on Google. Google Business Profile isn't connected. Use Copy & open on Google. See Connect review sources.