Replies to online reviews and public comments
SI watches reviews, comments and messages on your public pages, flags the ones worth answering, and drafts replies in your voice.
Worth knowing: Medical, dental and other health practices should never confirm someone is a patient or discuss care in a public reply. Keep replies generic and check privacy rules that apply to you.
The problem
Reviews and comments arrive on several platforms, and answering them slips. Negative reviews sit unanswered for weeks, and genuine questions in comments get lost among the noise.
What SI does
SI collects new reviews and comments, sorts them into praise, question, complaint and spam, and drafts short replies for the ones that need one. Complaints get a careful, non-defensive draft with an offer to take the conversation offline, and are flagged for the owner. It never argues or reveals private details.
Examples
The same job looks different in different businesses. These are illustrations, not client results.
- Family restaurant
A two-star review about a long wait gets a calm draft that acknowledges the night, without excuses, and invites the guest to contact the manager.
- Auto body shop
Questions in social comments about insurance claims are flagged with a draft pointing people to call for an estimate.
- Dental practice
Positive reviews get short thank-you drafts that avoid confirming the reviewer is a patient.
What it takes to set up
Access or exports from the review and social platforms you use, plus a few examples of replies you like. Setup is often a few days.
What a human still checks
- Every public reply is approved by a person before posting.
- Complaints and anything mentioning safety, injury or legal threats go straight to the owner.
- Replies never include private customer details.
Try it yourself
Paste this into your SI tool of choice and swap the [bracketed] parts for your own details. It asks SI to stop and show you before it does anything.
Here are new reviews and comments from [platforms] since [date]: [paste or export]. Sort them into praise, question, complaint and spam. Draft a reply for each praise, question and complaint in this tone: [examples]. Keep complaints calm, short and offer to continue privately. Do not mention any personal details. Pause and show me before sending, submitting, posting or changing anything.
Next step
Want this built? Book a free 30-minute consult
Bring one real example, such as an export, an inbox, or a spreadsheet. We will map the steps and decide what SI drafts and what you approve.