Reply Settings

Here is an overview of the available settings you can utilize to personalize your AI Review Reply Assistant. You find the reply settings on the top right of your Generator or Inbox. These settings are stored on property level, meaning that all users assigned to a property share these settings (same AI Version, Smart Snippets etc.).

When replying for multiple properties you can use the drop-down selection to access each property's reply settings.

You can insert your personal greeting and name in this section to end your review responses. If you add multiple signatures for a property, the AI randomly chooses one for each reply.

If you are having problems with the correct translation of your signature, please let us know and we will provide a solution.

You can choose between the MARA AI that's trained on a large data set to follow best practices in review replies and Your Brand Voice AI that's constantly trained on your published replies to write like you.

The Brand Voice AI is only available in our Inbox & Analytics product.

When using the MARA AI you can set the reply tone to:

The default response length is set to ‘Auto’, which means that it varies according to the review length and topics covered. If you have specific requirements on the response length you can also choose a ‘Brief’ or ‘Detailed’ review response.

Smart Snippets can be used to customize your AI responses and reduce manual editing effort. You can add Smart Snippets for topics that come up repeatedly in your responses and provide relevant information you want the AI to include in the response (e.g., expensive parking, construction noise, great vegan breakfast).

Each smart snippet consists of a detailed description of a topic (positive or negative) and a response snippet. Whenever the topic is present in a review, the response snippet is naturally integrated into the response.

For multi-property accounts, Snippets can also be added on Account level and shared with all properties in the account. Learn more in our Smart Snippet articles.

Here you can select in which language you want your reply drafts/automated replies to be generated. The default setting means that the reply will be written in the language of the guest's review. Alternatively, you can indicate that you only want to reply in the guest's language for specific languages (e.g. the ones you or your staff are fluent in) and to all other languages in English. To do so, simply select the languages you want to respond in in the first field (e.g., German and French) and indicate the language for all other reviews in the second field (e.g. English).
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If you only respond in English, simply select English in both fields.
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You can also define the reply language for all reviews with no text.
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In this section of the settings, you can adapt your business type (e.g., Hotel, Restaurant, App, Tour Operator,...) to make sure the AI understands the context of your reviews. You can further edit the name of your company. This is how the AI will refer to it in your replies.