Responding to reviews

Important: FeedbackRobot drafts, you publish

FeedbackRobot does not post replies to Google, Tripadvisor, Yelp or anywhere else. It writes the reply; you copy it and post it in that platform’s own console.

The app says so at the point of approval:

Approving this reply marks it as resolved in your dashboard. Please ensure you have copied and posted this response to the {platform} business console if required.

This matters more than anything else on this page. Marking a reply approved changes its status here — it does not put a word in front of your customer. If you approve and don’t paste, the review sits publicly unanswered while your dashboard says it’s handled.

Where drafts appear

Two places, same controls:

• Resolutions → Needs Attention — a card per review that needs action. Filter with All resolutions (Public Reviews / Direct Messages) and, for reviews, All platforms.
• The review’s own detail page, under Resolution.

Working with a draft

The draft appears under ✨ Draft Response and is editable — change anything you like before using it.

Re-generate rewrites it. You get three controls:

• Tone — Friendly, Formal, Serious, Optimistic
• Strategy — Empathetic, Firm, Push Back, Request More Info
• Custom instruction — free text, e.g. “Make it shorter, more apologetic”

Then Generate. Push Back and Firm are genuinely useful for reviews that are unfair or factually wrong, where a purely apologetic reply would be the wrong move.

Copy puts the text on your clipboard — this is the button you’ll use most, because it’s how the reply actually reaches the platform.

Making drafts more accurate

If drafts are polite but vague about your business — your refund window, your ingredients, your policies — the fix isn’t the tone setting. Upload the relevant documents and the AI will reference them when it writes.

→ Teaching the AI with your own documents

Finishing

• Save Draft keeps your edits without marking anything resolved. Use it if you’re not ready to post.
• Approve & Resolve marks it done. Copy and post it first.

Once approved, the review shows Your review has been resolved with a Go to resolution link, and the resolution thread shows the Official Response with its approval date.

What good review replies do

• Answer quickly. Speed is the most visible signal that someone is paying attention.
• Be specific. Reference what they actually mentioned.
• Own it without grovelling. One clear acknowledgement beats three paragraphs.
• Take it off the platform. Offer a direct route to fix it.
• Never argue publicly. You’re writing for the hundreds who’ll read it later, not the one person who wrote it.

Our blog goes deeper with examples: how to respond to negative reviews.

Survey responses work differently

Replies to survey responses — not public reviews — are genuinely sent by FeedbackRobot over email. There the buttons are Approve & Send and Discard, and approving really does deliver the message.

→ How resolutions work