AI Review Response Configuration

Purpose

This SOP documents the process of configuring AI agents in GHL to automatically draft responses to Google reviews. The AI agents generate suggested responses based on review sentiment (star rating), allowing human review before sending. This approach combines automation efficiency with quality control to preserve brand reputation.

Scope

Covers:

• Disabling legacy review AI settings
• Configuring AI agents for positive reviews (3+ stars)
• Configuring AI agents for negative reviews (below 3 stars)
• Setting up autorespond with delay for human oversight
• Manual review response process
• Testing AI-generated responses

Does Not Cover:

• Sending review requests (see SOP: Manual Google Review Request Configuration)
• Survey-based review funnels
• Workflow automation for review responses
• Facebook/Instagram review management

Prerequisites

• GHL sub-account access (admin level)
• Google Business Profile connected to the sub-account
• At least one existing review in the system for testing
• Understanding of client's brand voice and tone preferences

AI Agent Overview

GHL provides pre-built AI agent templates optimized for different review scenarios:

Agent Name	Purpose	Review Type	Tone
Claire Flair	Positive review responses	3 stars and above	Professional, thankful, authoritative
Grace Space	Negative review responses	2 stars and below	Empathetic, solution-oriented, apologetic
Taylor Sailor	General responses	All reviews	Optimistic, customer-focused
Legacy Reviews AI	Old system (disable)	All reviews	Generic (not recommended)

Recommended Configuration: Use Claire Flair for positive reviews and Grace Space for negative reviews.

Step-by-Step Procedure

Step 1: Disable Legacy Reviews AI

1. Log into the GHL sub-account
2. Navigate to Reputation > Settings
3. Click Reviews AI in the left sidebar
4. Scroll down to the Reviews AI Agents section
5. Locate Legacy Reviews AI in the agent list
6. Click the three-dot menu (⋮) on the right side of the Legacy Reviews AI row
7. Select Disable or delete the agent
8. Confirm the action when prompted

Important: Legacy Reviews AI uses older, less sophisticated response generation. Always disable it when configuring new AI agents.

Step 2: Create Positive Review Agent (Claire Flair)

1. While in Reputation > Settings > Reviews AI, click + Create Agent
2. In the "Select Template" modal, locate Claire Flair (marked "Professional")
3. Review the agent description:

   "You will be provided with good reviews of a business. Your job is to craft a professional and authoritative response that reflects a deep sense of expertise and reliability. Begin by expressing sincere gratitude for the review, acknowledging the customer's feedback or highlighting their positive comments..."

4. Click Proceed to create the agent
5. Verify the agent appears in the list with:
   • Review Type: 3 stars or above
   • Tones: Professional
   • Review Source: All

Step 3: Create Negative Review Agent (Grace Space)

1. Click + Create Agent again
2. In the "Select Template" modal, locate Grace Space (marked "Empathetic" and "Solution Oriented")
3. Review the agent description:

   "You will be provided with negative reviews of a business. Write a heartfelt and empathetic response that acknowledges the customer's concerns and frustrations in a genuine manner. Begin by sincerely apologizing for their negative experience, using empathetic language to show you understand their feelings and value their feedback..."

4. Click Proceed to create the agent
5. Verify the agent appears in the list with:
   • Review Type: 2 stars or below
   • Tones: Empathetic, Solution Oriented
   • Review Source: All

Step 4: Configure Autorespond Settings

1. Scroll to the top of the Reviews AI page

2. Locate the Respond to Reviews toggle/dropdown

3. Select one of the following modes:

   Mode	Behavior	Recommended For
   Off	No AI responses generated	Testing phase only
   Suggestive	AI drafts responses, never sends automatically	Conservative approach
   Autorespond	AI drafts and sends after delay period	Production use

4. For production use, select Autorespond

5. Set the delay period to 2 days (48 hours)

   • This provides time for human review before responses are sent
   • Staff can review, edit, or cancel responses during this window

6. Click Save to apply settings

Step 5: Test AI Response Generation

1. Navigate to Reputation > Reviews
2. Locate an existing review (or wait for a new one)
3. For a review without a response, click AI Reply button
4. Wait for the AI to generate a response draft
5. Review the generated text for:
   • Appropriate tone matching the review sentiment
   • Professional language without errors
   • Relevance to the specific feedback mentioned
   • Brand-appropriate messaging
6. Options:
   • Click Send to post the response immediately
   • Edit the text before sending
   • Close without sending (for autorespond mode, it will send after delay)

Step 6: Monitor and Review Pending Responses

1. Navigate to Reputation > Reviews regularly (at least every 48 hours)
2. Check for reviews with pending AI responses
3. For each pending response:
   • Click to expand and view the draft
   • Verify appropriateness before the auto-send deadline
   • Edit if needed, or manually send earlier
   • Delete the draft if the response is inappropriate

Manual Response Option

AI agents supplement but do not replace human judgment. To respond manually:

1. Navigate to Reputation > Reviews
2. Find the review requiring response
3. Click Reply (not AI Reply)
4. Type your custom response
5. Click Send

When to use manual responses:

• Complex situations requiring specific details
• Legal or liability concerns in the review
• Highly negative reviews requiring careful wording
• Reviews mentioning specific staff members
• Reviews from known repeat customers

Required Inputs

• GHL sub-account access
• Connected Google Business Profile with existing reviews
• Decision on autorespond mode and delay period
• Client approval for AI-assisted responses

Expected Outputs

• Legacy Reviews AI disabled
• Claire Flair agent configured for positive reviews (3+ stars)
• Grace Space agent configured for negative reviews (<3 stars)
• Autorespond enabled with appropriate delay (recommended: 2 days)
• AI agents visible in Reviews AI Agents list showing response counts
• Test response successfully generated

Troubleshooting

Common Issues

Issue: AI Reply button not appearing on reviews Solution:

1. Verify at least one AI agent is active (not disabled)
2. Check that the review falls within an agent's configured star range
3. Ensure Google Business Profile connection is active
4. Refresh the page and try again

Issue: AI generates inappropriate or off-brand responses Solution:

1. Review the agent's prompt/instructions (click agent name to edit)
2. Add specific brand guidelines to the agent's custom instructions
3. Consider using "Suggestive" mode instead of "Autorespond"
4. Monitor responses more frequently during initial rollout

Issue: Responses sending before human review Solution:

1. Increase the autorespond delay to 3+ days
2. Set calendar reminders to review pending responses
3. Consider switching to "Suggestive" mode temporarily
4. Check that the delay setting saved correctly

Issue: Agent not handling certain star ratings Solution:

1. Verify agent configuration for Review Type (e.g., "3 stars or above")
2. Ensure no overlap or gaps between agents:
   • Claire Flair: 3, 4, 5 stars
   • Grace Space: 1, 2 stars
3. 3-star reviews can go either way; consider custom agent for neutral reviews

Issue: Multiple responses being generated for same review Solution:

1. Check for duplicate agents with overlapping star ranges
2. Disable Legacy Reviews AI if still active
3. Review agent list for conflicts
4. Contact GHL support if issue persists

Best Practices

1. Start with Suggestive mode during initial configuration to review AI quality
2. Check responses daily when first enabling autorespond
3. Customize agent prompts with client-specific information (business name, services, contact info)
4. Never fully automate negative review responses without human oversight
5. Document response patterns that require manual intervention
6. Train client staff on how to review and manage pending responses

Response Guidelines by Star Rating

Stars	Agent	Recommended Approach
5	Claire Flair	Thank enthusiastically, invite return
4	Claire Flair	Thank, acknowledge any minor concerns
3	Either/Manual	Assess content - may need empathy or thanks
2	Grace Space	Apologize, offer to resolve, provide contact
1	Grace Space + Manual Review	Always human-review before sending

Exceptions and Edge Cases

• Case A: Reviews with Photos - AI cannot analyze images; manual review may be needed if photo content is relevant
• Case B: Foreign Language Reviews - AI may not respond appropriately; consider manual response or language-specific agent
• Case C: Fake/Spam Reviews - Do not respond; report to Google instead
• Case D: Reviews Mentioning Legal Issues - Always respond manually after consulting with client
• Case E: Client Prefers No AI - Use "Off" mode and train client on manual response process

Related Documents

• Manual Google Review Request Configuration SOP
• Client Onboarding Procedure
• GHL Sub-Account Setup Checklist
• Brand Voice Guidelines (client-specific)

Revision History

Date	Version	Change Description	Author
2025-12-17	1.0	Initial version based on Tanu/Rohit status meeting	Symphony Core Systems Team