Review response assets are pre-written text templates you can use when responding to reviews. They save time when a review doesn't require a fully personalized reply, and they power the Auto Reply workflow rule type for automatic responses.

When to Use Review Response Assets

Assets work best in situations where a generic but on-brand response is appropriate:

• Reviews with no content or very little content, such as "Love this place" or "Not going back"
• High-volume situations where responding to every review individually isn't feasible
• Highly regulated industries where responses must use pre-approved language

Avoid using the same asset repeatedly for reviews with substantial content — a clearly templated response to a detailed review can feel impersonal and reflect poorly on your brand.

Create a Review Response Asset

1. Navigate to Knowledge Graph > Assets.
2. Click + Add Asset and select Text.
3. Enter a name for the asset. This is only visible internally.
4. (Optional) Select a language. If a language is selected, the asset is only available when responding to reviews identified as that language. Assets without a language assigned are available for all reviews.
5. Enter the response content in the Text field. To include dynamic content such as the reviewer's name or the entity's city, click the plus icon at the bottom right of the text box and select a field.
6. In the Usage section, expand Reviews and select Review Response. Deselect any other usage options.
7. (Optional) Enter a description and apply labels to help organize assets.
8. (Optional) Select the entities the asset should be available for. By default assets are available for all entities.
9. Click Save.

Apply an Asset When Responding

1. Navigate to Reviews > Response or Reviews > Monitoring and click Respond next to a review.
2. Click the asset icon above the text box.
3. Select the asset you want to use and click Add.
4. Review the populated text. Edit it if needed before posting.
5. Click Reply.

Use Assets for Automatic Responses

Assets are the foundation of Auto Reply workflow rules. When you set up an Auto Reply rule, you assign one or more assets to it. When a matching review comes in, one asset is chosen at random and posted automatically — no human action required.

To get the most out of automatic responses, create multiple assets per rule so responses vary naturally. Each rule supports up to 25 assets.

For steps on setting up Auto Reply workflow rules, see Create Workflow Rules for Review Response.

Use Assets for Bulk Responses

When responding to multiple reviews at once, you can select up to 25 assets. The system randomly assigns one asset to each review. This is useful for clearing a backlog of reviews with no content before setting up automatic workflows.

For steps on bulk responding, see Respond to Reviews.