Mobal's AI Review Response Generator helps you reply to customer reviews quickly and professionally, while still sounding human. This article shows you how to reply with an AI-generated reply, reply to many reviews at once, and set the tone the AI uses.
What it does
Mobal uses AI to:
Generate replies for positive, neutral and negative reviews
Pick up the specific points a customer mentions and reply to them
Insert details like the customer's name, products or the store name
How to reply with an AI-generated reply
Go to Reviews in the left menu.
Reviews without a reply are marked Not replied yet. Mobal has already written an AI Generated Reply in the reply box.
Read the reply and edit the text if needed. To use one of your own templates instead, click Templates.
Click Reply to publish it, or Skip to leave the review for now.
How to reply to many reviews at once
Click Answer all in the top right of the Reviews page. You can still edit each AI-generated reply before it is sent.
How to set the tone of AI replies
For one location: open the location, click Edit details and use Customize review response prompts.
For many locations: go to Profiles, select the locations, click More bulk actions and choose Review prompts.
Templates are available for positive, neutral and negative reviews. You can change them to match your brand's tone of voice, or the tone of a specific store.
Example replies
Positive: "Hi Jane, thank you so much for your kind words! We're thrilled to hear that you enjoyed our fresh produce selection. We look forward to welcoming you back to FreshMart soon!"
Neutral: "Hi Mark, thank you for your feedback. We're glad you liked our clean store environment. We've noted your comments about the checkout wait time."
Negative: "Hi Sarah, we're sorry to hear about your experience at FreshMart. Please contact us at [email protected] so we can make it right."
Compliments on staff: "Hi [Customer Name], thank you for your wonderful feedback about our staff! We'll pass along your kind words to [staff member's name/role]."
Product complaint: "Hi [Customer Name], we're sorry you were unhappy with [product]. Please visit our store for a refund or replacement."
Tips
Always read AI suggestions before publishing, and personalize them where needed.
Keep a professional tone, even for negative reviews.
Update your prompts and templates if your tone of voice or brand guidelines change.
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