Custom AI Instructions
Quick Summary
Custom AI Instructions allow you to configure per-rating behavior for your AI-generated responses. For each star rating from 1 to 5, you can enable auto-reply, set an auto-publish delay, and provide a custom prompt that guides the AI on what to include in its response.
Understanding Per-Rating Configuration
The Custom AI Instructions panel provides granular control over how the AI handles reviews at each star rating level. For each rating (1 star through 5 stars), you can configure three settings independently: whether auto-reply is enabled, how long to wait before auto-publishing, and a custom prompt that shapes the AI's response content.
Note
These settings override your global defaults for the specific star rating they apply to. If you set a 1-hour auto-publish delay globally but configure a 24-hour delay for 1-star reviews, the longer delay will apply to 1-star reviews while all other ratings use the 1-hour default.
Auto-Reply Toggle
Each star rating has its own auto-reply toggle. When enabled, the AI will automatically generate a response whenever a review with that rating is received. When disabled, reviews with that rating will still appear in your dashboard but will not receive an automatic AI response. You would need to respond manually or generate a response on demand.
| Rating | Common Auto-Reply Strategy |
|---|---|
| 5 stars | Enable auto-reply. Positive reviews benefit from a quick, grateful response. |
| 4 stars | Enable auto-reply. These reviews are generally positive and safe to auto-respond to. |
| 3 stars | Consider disabling. Mixed reviews may warrant a personal touch or manual review before responding. |
| 2 stars | Consider disabling. Negative reviews often need careful, personalized responses. |
| 1 star | Consider disabling. Critical reviews usually require human judgment and a tailored approach. |
Pro Tip
A popular strategy is to enable auto-reply for 4-star and 5-star reviews while disabling it for 1-3 star reviews. This lets the AI handle the routine positive responses while you personally address the reviews that need more care.
Auto-Publish Delay Per Rating
For each star rating with auto-reply enabled, you can set a specific auto-publish delay. This determines how long the AI waits after generating a response before publishing it to Google. Longer delays give you more time to review and edit the response before it goes live.
- 5-star reviews: A shorter delay (15 minutes to 1 hour) is usually fine since these are positive and low-risk.
- 4-star reviews: A moderate delay (1-3 hours) gives you time to glance at the response.
- 3-star reviews: A longer delay (6-24 hours) is advisable to allow for manual review.
- 1-2 star reviews: If auto-reply is enabled, use the longest delay or set to manual-only to ensure you review every response before it publishes.
Writing Custom Prompts
The custom prompt textarea for each star rating lets you provide specific instructions to the AI. These instructions are included as context when the AI generates a response for a review with that rating. Keep your prompts clear, concise, and actionable.
Here are examples of effective custom prompts for each rating level:
| Rating | Example Prompt |
|---|---|
| 5 stars | Thank the reviewer enthusiastically. Mention our loyalty program at example.com/rewards. Invite them to share their experience with friends and family. |
| 4 stars | Express genuine appreciation. Gently ask if there is anything specific we could improve to earn a perfect score next time. |
| 3 stars | Acknowledge both the positive and negative aspects of their experience. Provide our customer service email (help@example.com) and invite them to share more details so we can improve. |
| 2 stars | Lead with a sincere apology. Do not make excuses. Mention that our manager would like to discuss their experience and provide our direct phone number: (555) 987-6543. |
| 1 star | Express deep concern about their experience. Apologize without being defensive. Offer to make it right and provide our support email (support@example.com) for direct follow-up. Do not mention discounts or promotions. |
Important
Avoid overly long or contradictory prompts. Instructions that exceed 2-3 sentences can confuse the AI and produce less coherent responses. Be direct about what you want the AI to do.
Tips for Effective Custom Instructions
- Include specific URLs, phone numbers, or email addresses you want the AI to reference. The AI will weave them naturally into the response.
- Tell the AI what NOT to do if there are specific things you want to avoid. For example, "Do not offer refunds or free products" for negative review prompts.
- Align your custom prompts with your tone setting. If your tone is Professional, avoid instructing the AI to use casual phrases.
- Test your prompts after saving by waiting for a matching review and checking the output. Adjust as needed based on real results.
- Leave the prompt field empty for any rating where you are satisfied with the AI's default behavior. Not every rating needs custom instructions.
Pro Tip
Review your custom instructions periodically. Promotions end, phone numbers change, and business priorities shift. Outdated instructions can lead to responses that reference expired offers or incorrect contact information.
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