You can choose between two AI versions for your review replies (can be changed anytime):
The MARA AI: follows best practices for review replies, and you can choose between a formal, business casual or casual tone. Per default, we use the MARA AI with a formal tone. Further, you can determine the response length.
Your Brand Voice: If your property already replies to reviews, you can select the Brand Voice. This AI version is automatically trained on your published replies to match your tone and style of writing. You can further manually determine the response length.
Good to know: Brand Voice learns your writing style - tone, greetings, sign-offs, phrasing. It does not learn how you respond to specific topics. To control what MARA says about recurring topics (e.g. parking, air conditioning, breakfast), use Smart Snippets.
Customize your Brand Voice
If you want to adjust your response tone/style, or add specifics that are not reflected in your previous replies, admins can customize your Brand Voice guidelines in the reply settings of your Inbox.
When customizing your Brand Voice, you can also control whether MARA keeps looking at your most recent published replies on top of your saved guidelines. This is on by default, so your tone stays in sync as it evolves. If your past replies don't reflect the tone you want - for example you previously only used templates or didn't reply - turn this off so MARA follows only your guidelines.
If you do not have enough published responses for a brand voice to be created, you can either manually edit and publish replies with the MARA AI and switch to the brand voice once it has been set up or you create a generic brand voice and manually insert and edit your guidelines.
If you have questions, or need support with your reply tone, please contact us at [email protected].