Introducing the Review Response Agent

What’s launching:

An intelligent agent that reads customer reviews for sentiment, mentions, intent, and business context to draft tailored replies. It supports:

• Tone and compliance controls
• Custom tokens (employee names, locations, products, etc.)
• Optional human-in-the-loop approvals

Why we built this:

• To autonomously analyze reviews and generate personalized, on-brand responses.
• To adapt replies to platform-specific norms and brand tone with optional human oversight.
• To scale review management, ensuring speed, consistency, and quality across all channels.

Goals of the Review Response Agent

• Increase review coverage by replying to more reviews across all sources.
• Save time and reduce costs with automated, consistent replies that minimize manual effort.

Key tasks:

The Review Response Agent handles the entire workflow of review analysis and response generation:

• Identify mentions to enhance SEO – Detect products, services, and context from the review.
• Extract custom tokens – Capture references like employee names, locations, or cities for personalization.
• Generate responses – Craft empathetic, human-like replies based on sentiment, intent, and brand tone.
• Enable approvals – Route responses for human approval (e.g., negative reviews) or publish directly when safe.

With the Review Response Agent, businesses can deliver timely, empathetic, and brand-consistent replies at scale while retaining control where it matters most.