Generative review response allows you to leverage AI to automatically craft responses to customer reviews. You have the ability to add your own instructions to optimize your responses. These instructions are optional, but will tell the model how to generate a response, based on specific guidelines you provide. This article explains how to create your own content generation instructions. For more information on how to respond to reviews using generated content, see Respond to Reviews Using Generated Content.

To create content generation instructions:

1. Click Reviews in the navigation bar and click Configuration.
2. Click Generative Response.

3. Click on the Instructions box and enter your instructions. These instructions should be a list of instructions written in natural language. For example:

   1. Acknowledge the author of the review by name.

   2. Keep responses around 2-3 sentences.

      • Note: responses will be generated in English by default. To generate responses in a different language, you should add an additional instruction such as 'Respond in the same language as the review' or 'Respond in German' to ensure generated responses meet your language preferences.

4. (Optional) Include entity-specific content dynamically in your response.

   1. Click on the plus sign icon in the bottom right corner of the text box. This leverages embedded fields when writing your instructions.

      • Example: For negative reviews, invite the customer to reach out to [[c_supportEmail]]. This will include the Support Email for each entity accordingly based on the generated response.

5. Click Save.