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AI-Drafted Review Responses

When a customer leaves a Google review, the system generates a draft response within minutes. Here's how to work with it.

Finding Pending Responses​

Go to Reputation → Reviews. Any review showing Draft status has an AI-written response waiting for your review.

Click the review to open it. You'll see:

  • The customer's review text
  • The AI-drafted response below it
  • Buttons to Edit, Approve, or Discard

When to Approve As-Is​

The AI is trained to write professional, warm responses that acknowledge the customer and thank them for their feedback. For standard positive reviews, approving as-is is usually fine.

Good candidates for approve-as-is:

  • Generic 5-star reviews ("Great service!")
  • Reviews that mention the team positively without specific details
  • Reviews from returning customers

When to Edit First​

Edit the response before approving if:

  • The customer mentioned a specific technician by name and the AI didn't catch it — add their name
  • The review mentions a specific project detail you want to acknowledge
  • The tone feels off for your brand

Keep edits short. The goal is a genuine, brief thank-you — not a marketing paragraph.

Auto-Publish​

If you'd prefer to skip the approval step entirely, TechForce can enable auto-publish. All AI responses will publish immediately without your review.

Auto-publish is appropriate once you've reviewed 2–3 weeks of drafts and are confident in the quality. Contact TechForce to enable it.

Handling Negative Reviews​

The AI will draft a response to negative reviews as well. Do not auto-approve negative review responses — always edit these yourself.

For a negative review:

  1. Acknowledge the customer's experience without being defensive
  2. Offer to resolve the issue offline ("Please reach out to us directly at [phone]")
  3. Keep it brief — do not get into specifics on the public response

Contact TechForce if you're unsure how to handle a specific negative review.