Reviews & AI: Monitoring and Automation

👁️ 1. Viewing Individual Reviews

All reviews from your connected platforms are streamed into the Centralized Inbox for easy management and response.

Step-by-Step Access

1. From your Velocity 360 dashboard, click Reputation in the left sidebar.
2. Navigate to the Reviews tab (this is the Centralized Inbox).
3. Reviews are sorted by date received. Click any review entry to see the full text, star rating, source platform, and customer information (if available).
4. From this detail view, you can manually post a Reply which is submitted directly back to the original review site (e.g., Google).

🤖 2. Setting Up Review AI (Automated Responses)

Review AI uses machine learning to generate contextually relevant and personalized responses to your new reviews, saving you significant time.

AI Configuration Steps

1. Navigate to Reputation > Settings in your dashboard.
2. Locate the Review AI or Automated Response section.
3. Toggle the main setting to ON to enable the automatic response feature.
4. Select Target Rating: Choose the rating range you want the AI to respond to (e.g., "5 stars only," or "4 stars and above").
5. Set Delay: Input a time delay (e.g., "30 Minutes") to ensure the response isn't instant, making it appear more natural.
6. Click Save Settings to activate the AI for future incoming reviews.

🎨 3. Customization Options for AI Responses

You have control over the tone and messaging of the AI-generated replies to ensure they align with your brand voice.

Branding and Tone Control

1. In the Review AI Settings, look for the Brand Tone selector. Use this to set the style (e.g., "Professional," "Casual," or "Enthusiastic").
2. Add Custom Footer: Input a required closing statement here (e.g., "From the entire team at [Your Company Name]"). The AI will append this to every automated response.
3. Exclusion List: You can specify keywords (e.g., "refund," "manager," "complaint") that, if detected in a review, will automatically skip the automated response, flagging it for manual, personal intervention instead.
4. Language: If you receive reviews in multiple languages, ensure the AI is configured to respond in the appropriate language (automatic detection is usually the default).

🔒 4. Tracking Private (Low-Rating) Feedback

Feedback from low-star ratings (3 stars or below) is redirected to a private form to prevent public negative reviews. This feedback is tracked differently.

Locating Internal Feedback