Reply Templates and Auto-Replies to Reviews

ENG
  • China
  • Turkey
  • Other
  • UAE

Reply Templates and Auto-Replies to Reviews

Table of Contents
Available with the “Review management” or “Premium Pro” subscriptions from April 1, 2026.

Reply templates

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

Create templates

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

  2. Click Create template or New reply template.

  3. Enter a name. Later use it to find the desired template in the list. Customers don’t see the name.

  4. Enter the template text.

    Learn more about reply requirements

  5. Click Save. You can edit the template once the moderation is complete.

Edit or delete templates

  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 can’t be restored.

Reply to reviews using template

  1. In the Products → Customer reviews section, select the review you want to reply to.

  2. On the review page, click By the template, select the desired template, and send the reply.

Auto-replies to reviews

To automate feedback on reviews, set up auto-replies. This way customers receive an instant response at any time.

Create auto-replies

  1. In the Products → Customer reviews section, click More → Set up 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 is 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 are 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 can’t be sent to reviews received before this feature was set up. To quickly reply to several such reviews, use a template.

Learn more about reply templates

Manage auto-replies

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.

Table of Contents

Hide menu

Show menu