Reply Templates and Auto-replies to Reviews

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Reply Templates and Auto-replies to Reviews

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Available with the “Review Management” or “Premium Pro” subscriptions starting April 1, 2026.

You can create templates for frequent replies to reviews. This is convenient when you need to give a standard response without a detailed analysis of the situation. The maximum number of templates is 30.

Create a Template

  1. In the Products → Customer reviews section, click More → Configure templates.

  2. Click Create template or New reply template.

  3. Enter a name — you will use it to find the desired template in the list. Customers will not see the name.

  4. Enter the template text.

    Requirements for replies to reviews

  5. Click Save. You will be able to edit the template after it passes moderation.

Edit or Delete a Template

  1. In the Products → Customer reviews section, click More → Configure templates.
  2. Click in the template field.
  3. Edit the template and click Save.
  4. To delete a template, click . Once deleted, it cannot be restored.

Reply to a Review Using a Template

  1. In the Products → Customer reviews section, select the review you want to reply to.
  2. On the review page, click Use template, select the desired template, and send the reply.

Auto-replies to Reviews

Available with the “Review Management” or “Premium Pro” subscriptions starting April 1, 2026.

To automate feedback on reviews, set up auto-replies. Customers will receive an instant response at any time.

Create an Auto-reply

  1. In the Products → Customer reviews section, click More → Configure auto-replies.
  2. Click Create auto-reply.
  3. Specify which rating to prepare an auto-reply for — you can select several at once. Only one auto-reply can be created for each rating and content type.
  4. Select what type of content the review should have. For example, if you select the “Media only” type, the auto-reply will be sent to reviews with media but no text. You can select several content types for one auto-reply.
  5. Select a template or create a new one — click Configure templates → Create template. You can select up to 10 templates for one auto-reply — they will be used in random order.
  6. To automatically reply to all new reviews with the selected ratings, enable Publish auto-reply after saving.
  7. Click Save.

Auto-replies cannot be sent to reviews received before it was set up. To quickly reply to several such reviews, use a template.

More about reply templates

How to Manage an Auto-reply

In the Products → Customer reviews section, click More → Configure auto-replies. In the auto-reply block, click:

  • Launch auto-reply — to start sending replies to new reviews with the selected rating.
  • Stop auto-reply — to stop sending replies for the selected rating.
  • — to change the reply text.
  • — to delete the reply.

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