Auto Answer

Not available for Facebook: automatic replies no longer apply to Facebook reviews: Meta no longer allows third-party tools to reply through its API. They continue to work for Google and the other supported platforms.

Auto Answer lets you reply to reviews with a preset message after a delay you choose. It saves time, keeps your presence consistent, and ensures a unified tone. It is configured in the general configuration of the Hexia.local project.

1. General configuration

Auto Answer must first be enabled in the project’s general configuration; otherwise the related templates remain inactive. Administrators can also set the delay, in minutes, before a reply is posted. The delay controls remain unavailable until Auto Answer is enabled.

2. Point of service (POS)

Depending on the client’s configuration and your permissions, the automatic reply settings can be applied to all POS or adjusted for individual POS.

3. Tag configuration

To trigger an automatic response when a tag is applied, associate your tags with reply templates: see Tag Automated Answers.

How do templates, tags and AI work together?

Tags group reviews according to defined conditions, such as rating or content. By linking templates to those tags, you determine which wording to use for matching reviews. Hexia.local can rotate between several templates to vary the replies.

The configured delay determines when the automatic reply is posted. AI is a separate option: with Pro Smart Review Reply, it can rephrase a template when it is used. Without that option, the template text is used as written.

Prepare suitable replies

Create French and English templates and several variants for each situation. Distinguish reviews with and without text. A three-star rating alone does not establish the sentiment of a comment.

Variables personalise wording; tags classify reviews or trigger an action. Consult the Reply Templates guide and Pro Smart Review Reply.

Prepare several templates

Templates are used in rotation. The FAQ recommends three to five French and English variants for ratings 1–2, 3, 4 and 5, distinguishing reviews with and without text; ratings 4 and 5 can be grouped.

In templates, the plus button inserts the available variables, such as the location name or review author’s first name. Reply variables are different from the tags used to classify reviews.