Pro Smart Review Reply

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.

Your responsibility: AI rephrasings are drafts. For manual replies, review the text before publishing: check facts, names, tone, and language. For automatic replies, remember that AI variations are published without a per-reply review, so keep your templates factual and neutral. Whatever is published stays your responsibility.

Pro Smart Review adds an AI layer to Hexia.local’s automatic and manual replies. For automatic replies, it adapts your templates so customers receive varied, more natural responses instead of the same message every time. You stay in control at four levels: from the most global (subscription) to a single manual reply.

Important: automatic and manual replies use AI independently. Auto Answer must be enabled for replies published automatically. For a manual reply, you can select Generate with AI even when automatic replies are disabled.

1. Subscription

The AI: Automatic Reply feature is the master switch for automatic AI replies. It can only be enabled by an Administrator and applies to all service locations. At this level you also set the variation level:

• Low: small text changes
• Medium: an enriched reply with more nuance
• High: a rewritten response with a different style

The higher the setting, the more automatic replies differ from the original template. Turn the option off to use only your predefined templates, unchanged. Manual AI suggestions remain available through the Generate with AI button.

2. Point of service (POS)

Each location manager can decide whether AI applies to that location’s automatic replies. This setting is effective only when automatic AI replies are enabled at the subscription level.

3. Reply templates

When creating or editing a template, choose whether AI enhances it. If checked, AI rephrases the reply each time it is used automatically; if unchecked, it is published exactly as written.

4. Manual replies

The reply form includes a Generate with AI button. Select it to request a suggestion, even when automatic replies are disabled. Review and adjust the text before selecting Reply.

Can AI-generated replies be personalised?

Yes. Your templates form the basis of automatic replies. The settings described above let you choose the variation level and the POS or templates where AI is used, subject to your permissions.

A low variation level keeps more of the original wording. Higher variation produces more substantial rephrasings. If you need exact wording, disable AI for the relevant template.

Write reliable reply templates

Use factual wording and commitments your organisation actually fulfils. Avoid promising a callback from a manager if no follow-up process is in place. Instead, invite the customer to use the appropriate contact channel.

Automatic replies are posted without individual review. For a manual reply, review the suggested text before sending it.