How to reply to Google reviews with AI: a 10-minute routine

Should you use AI to reply to Google reviews?

Yes, as a drafting tool. Writing a good reply takes a few minutes per review, which is why many small businesses stop replying. AI drafts a specific, polite reply in seconds, so the job shrinks to checking and posting. What AI must not do is post on its own: it does not know which customers are regulars, what was already refunded, or what is private.

Google’s own guidance on improving your local ranking asks businesses to respond to reviews, saying replies show you value customer feedback and that positive reviews and helpful replies can help a business stand out. Google does not publish how much replies count for ranking, so treat this as customer service first.

What prompt should you use to draft review replies?

Use one prompt that handles positive and critical reviews differently: specific thanks for the good ones, and for critical ones a reply that names the issue, apologises if it was your fault, does not concede anything unproven, and moves the conversation offline. Paste it with the week’s reviews underneath.

I'm pasting this week's customer reviews. Draft a reply to each in my
voice, following these rules.

ABOUT US
[Business name], [what you do], [suburb/city]. Tone: [e.g. warm, plain,
a bit dry]. Sign off as: [first name], [role].

4-5 STAR REVIEWS
- Mention something specific from their review (the dish, the job,
  the staff member they named).
- Thank them by first name only. Under 50 words.
- Australian English. No exclamation marks. No "we appreciate your
  business".

1-3 STAR REVIEWS
- Name the specific issue they raised.
- Apologise sincerely only for what we clearly got wrong.
- Do not admit facts that are not established. Do not argue.
- Offer one concrete next step: invite them to call or message us
  directly (write [CONTACT METHOD], I will fill it in).
- Under 80 words. Match the seriousness of the complaint.

NEVER
- Never confirm private details about the reviewer or their purchase,
  booking, treatment or account.
- Never offer refunds, discounts or freebies unless I say so.
- Never ask them to change or remove their review.

For each review give me: star rating and first name, a one-line
summary, then the draft reply.

REVIEWS:
[paste reviews]

If you use Claude often, put the “About us” part in a Claude Project so every chat starts with it.

What does a good reply to a positive review look like?

A good reply to a positive review mentions something the reviewer actually said, thanks them by first name and invites them back, in under 50 words. Generic thanks (“Thanks for the feedback!”) tells the next reader nobody read the review. Specific thanks tells them real people work there.

Thanks Sarah, and thanks for noticing Pip’s flat white. She has been working on her latte art all month, so that will make her week. See you next time. Olivia, owner

How should you reply to a negative review?

Reply to a negative review by naming the specific problem, apologising plainly if it was your fault, saying what you are doing about it, and inviting the person to continue the conversation privately. Keep it short and calm. Do not argue in public, do not concede facts you have not checked, and do not offer compensation in the reply.

1. Name the issue. “Sorry the wait on Saturday lunch was so long”, not “sorry you had a bad experience”.
2. Own what was yours. A clear apology for your mistake; no apology for things outside your control.
3. Say what changes. “We’ve added a second barista on Saturdays.”
4. Move it offline. Give a phone number or ask them to message you.

Mark, you’re right that the Saturday lunch wait was too long, and I’m sorry. We were a person short and have fixed the roster for the coming weeks. If you’d give us another go, call the cafe and ask for me. Olivia, owner

If a review looks fake, abusive, off-topic or from a competitor, do not fight it in the reply. Report it through your Business Profile under Google’s review content policies.

What are the Australian rules on reviews?

Replying to reviews is fine. Manipulating them is not. Under the Australian Consumer Law, businesses must not write or commission fake reviews, offer incentives only for positive reviews, or selectively suppress negative ones to give a misleading picture, as the ACCC explains in its guidance on online reviews. Health practices have extra rules on privacy and testimonials.

• Do not fake, buy or filter reviews. Asking every customer for an honest review is fine; asking only the happy ones, or rewarding five-star reviews, is not.
• Health practitioners: a public reply must not confirm that the reviewer is a patient or discuss their care, because that is health information under the Privacy Act. AHPRA’s guidance on testimonials also means reviews about clinical care cannot be reused as testimonials in your advertising.
• Keep AI away from personal details. You only need the review text to draft a reply. Do not paste customer records into an AI tool to “add context”. Our AI privacy guide explains why.

What this doesn’t fix

AI drafting fixes the time it takes to reply, not the reasons people leave bad reviews. If the same complaint keeps appearing, fix the operations. It also does not handle defamation: for a review you believe is defamatory, get legal advice. And reviews are only one part of customer service; if most of your messages are enquiries and bookings, see our guide to AI receptionists for Australian business.

How On Autopilot can help

On Autopilot can set this routine up for you as a Quick Start ($497 one-off): your Claude Project with your tone, your rules for what never goes in a reply, and the weekly prompt, tested on your real reviews. If you want reviews, social posts and newsletters drafted every week in your voice, that is the AI Content Engine ($1,500 setup + $499/month). Start with a free 30-minute AI audit with Jenn Yang.