By star rating and review type
A five-star review and a one-star review don't get the same reply; separate instructions are used for written reviews, reviews with photos and rating-only reviews.
Reply to Google reviews with AI
Every new review gets a reply in your business tone. Publish automatically or see it first; a reply containing a phone number, a link or a phrase that shouldn't be used is never published on its own.
Last updated:
How are replies prepared?
In your business tone
You choose a tone such as friendly, formal or short and clear, and write your own instructions; each business can be set up separately.
In the review's language
If a customer wrote in their own language, the reply is prepared in that language. If you prefer, replies are always in your business's language.
Checked before publishing
A reply containing a link, an email address, a phone number or a phrase that shouldn't be used is not published; it comes to you for approval. So does a reply the AI isn't confident about.
Not happy? Try again
You can edit the draft or have it rewritten. If Google doesn't accept a reply, the draft is prepared again.
You hear about new reviews
You get a dashboard notification when a new review arrives; a published reply shows as Replied right away.
How a review gets its reply
- 1
A review arrives
The new review on Google shows up in your dashboard.
- 2
A draft is written
AI reads the review and prepares a reply draft in your business tone and in the review's language.
- 3
Rules are checked
Links, contact details and banned phrases are checked; a reply that fails comes to you for approval.
- 4
The reply goes live
It is sent to Google right away in automatic mode, or with your approval in approval mode.
Rules for replying to Google reviews
Replies are public
Google explains on its manage customer reviews page that an owner's reply is posted publicly under the review once approved. A reply speaks not only to the reviewer but to everyone who looks at your profile, which is why it should be short, polite and specific to the review.
A separate instruction for each review type
Reply instructions are split by review type and star rating: text only, text and photo, rating only and photo only, each with its own instruction for 1 to 5 stars, 20 cases in total. If the rating and the text disagree, for example a complaint with five stars, the reply follows the text. If the review is only a few words, the reply is kept short too.
What a reply never contains
Drafts are prepared under a rule of no prices, campaigns, discounts, links, phone numbers or email addresses, and no apologies or promises of compensation. Before publishing they are also checked in code: a reply with a link, email address or phone number, a banned phrase such as compensation, discount or coupon, or an apology or admission of fault is never published automatically.
If a banned phrase is found, the draft is rewritten once; if it remains, the reply comes to you for approval. Replies the AI rates with low confidence also come to you.
No incentivized reviews
Google's Maps content policy prohibits offering incentives such as payment, discounts or free products in exchange for reviews, and reviews that don't reflect a genuine experience. BadePlus doesn't write or buy reviews; the review request message prepared in the panel is the same for everyone and asks for no stars and offers no incentive.
Older reviews and status on Google
Reviews from the last 14 days are answered without waiting. Older reviews in the range you choose are spread out between 09:00 and 21:00, at least 45 minutes apart for the same business and at most 12 replies a day.
A published reply shows as “Replied” in the panel right away; its status on Google is checked again 5 minutes, 24 hours, 3 days and 7 days after publishing. If Google doesn't accept a reply, a new draft is prepared taking the rejection reason into account, and that draft always comes to you for approval.
Which replies are published automatically?
Automatic publishing only works with your explicit automation permission; without it, every reply waits as a draft in both modes.
| Status | In automatic publishing mode | In approval mode |
|---|---|---|
| A reply that passes the checks | Published right away | Waits for your approval |
| A reply with a link, email address or phone number | Comes to you for approval | Waits for your approval |
| A reply with a banned phrase, apology or admission of fault left in it | Comes to you for approval | Waits for your approval |
| A reply with a low confidence score | Comes to you for approval | Waits for your approval |
| A new draft for a reply Google rejected | Comes to you for approval | Waits for your approval |
| A reply you asked for with “Prepare a draft” | Stays a draft | Stays a draft |
What it does and doesn't do
What BadePlus does
- Thanks the customer for a negative review and invites them to contact you directly.
- Lets you choose the scope for older reviews: none, the last month, the last three months, the last year or all.
- Spreads replies to older reviews across the day; new reviews never wait.
- Publishes automatic replies only with your explicit consent.
What it doesn't do
- Doesn't delete reviews; only Google can remove a review. Removal requests for reviews that appear to break the rules are a separate service: Reputation Management.
- Doesn't write apologies, discounts or promises of compensation into replies; making promises to customers is up to you.
- Doesn't put a phone number, a link or an email address in replies.
- Doesn't solicit fake reviews or offer incentives for reviews.
Frequently asked questions
Are replies published automatically?
You choose. With automatic publishing, a reply that passes the check goes live right away and one that doesn't comes to you for approval; if you chose approval mode, every reply waits as a draft. Automatic publishing only happens with your explicit consent.
How are reviews in other languages answered?
The reply is prepared in the language the review was written in. In your business settings you can also choose to always reply in your business's language.
Can you delete a bad review?
No. Only Google can remove a review. Requesting removal from Google for reviews that appear to break the rules is a separate service: Reputation Management.
Does it reply to negative reviews too?
Yes. The reply contains no apology or promise; it thanks the customer for the review and invites them to contact you directly. If you like, you see these replies first.
Will my older reviews get replies too?
You choose the scope: none, the last month, the last three months, the last year or all. Older reviews are answered spread across the day; new reviews without waiting.
How many reviews get replies?
Your monthly reply allowance depends on your plan and number of businesses; details on the Pricing page. Rewriting the reply to the same review twice doesn't use extra allowance.
If you have another question, write to us; we reply within 1 business day. More questions on the FAQ page.
Related pages
- Google Maps optimizationManage your Google Maps profile gaps, reviews, posts and ranking from one dashboard.
- Rank trackingSee your Google Maps ranking for your keywords on a heat map.
- Post schedulingPrepare your Google Business Profile posts with a weekly plan and publish them on time.
- AutopilotAutomated management that runs replies, posts and profile upkeep on its own, with your consent.
- Free rank analysisMeasure your business's visibility on Google Maps without signing up.
- PricingCompare the plans and which feature is in which plan.
Guides from the Academy
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