The Reviews AI Agent is configured inside Reputation > Settings > Reviews AI. You need a connected Google Business Profile or other supported review platform before the agent can respond to reviews. The agent can also be accessed and managed from the AI Agents section under the Automation and AI tab.
How the Reviews AI Agent works
The Reviews AI Agent monitors your connected review platforms for incoming reviews. When a new review arrives, the AI reads it, detects the context and sentiment, and generates a response using your configured tone, language, and guidelines. Responses can be posted automatically or held for your review before going live. Key capabilities:- Multiple agents — Create separate agents for different review sources, languages, or locations, each with its own personality and rules.
- Smart logic — The agent uses the review text, star rating, and platform to tailor each reply.
- Language detection — Respond in the reviewer’s language automatically, or fix all replies to a single language.
- Templates — Use pre-built templates as a starting point instead of configuring from scratch.
- Multi-page management — Assign agents to multiple review pages from a single setup.
Setting up a Reviews AI Agent
Navigate to Reviews AI Settings
Go to Reputation > Settings, then scroll to the Reviews AI section. The Reviews AI Agents table lists all agents created in your account.
Choose a setup method
Select a pre-built template for a quick start, or choose to configure the agent from scratch. This guide covers building from scratch.
Configure the agent name, overview, and tone
- Agent name — An internal label to identify this agent in the table.
- Overview — A description of the agent’s response style, objective, and desired reply length. This is your main instruction prompt.
- Tone — Select up to two tones to guide how the agent writes (for example, “Professional” and “Empathetic”).
Set language and review preferences
Configure:
- Primary language — The agent’s base language for generating responses.
- Language mode — Choose Dynamic to match each review’s language automatically, or Fixed to always reply in the primary language regardless of the review language.
- Review sources — Select which platforms this agent should monitor (e.g., Google, Facebook).
- Review types — Specify which review types (by star rating or sentiment) this agent should respond to.
- Footer — Add optional closing text appended to every reply (e.g., “Thank you for choosing [Business Name]!”).
AI response behavior
Beyond individual agents, the Reviews AI section in Reputation Settings provides global response controls.| Mode | How it works |
|---|---|
| Auto-respond | The AI generates and posts responses automatically without human review |
| Suggestive | The AI drafts responses which a team member reviews and approves before posting |
| Disabled | AI assistance is turned off; all responses are written manually |
Suggestive vs auto-pilot modes
The Reviews AI Agent operates in one of two modes, controlled by the AI Response Behavior setting:- Suggestive mode
- Auto-pilot mode
In suggestive mode, the AI drafts a response for each incoming review, but does not post it automatically. A team member reviews the draft, edits it if needed, and manually approves it for posting.Best for:
- New deployments where you are still tuning the agent’s tone
- Businesses in sensitive industries (healthcare, legal)
- Teams that want final human approval before any public response
AI-powered review summaries
The Reviews AI can generate summaries of your recent reviews, giving you a quick overview of customer sentiment and common themes without reading every individual review. Review summaries highlight:- Overall sentiment — positive, negative, or mixed trend
- Common praise themes — what customers consistently love (e.g., “fast service,” “friendly staff”)
- Common complaint themes — recurring issues (e.g., “long wait times,” “parking”)
- Notable reviews — standout positive and negative reviews that merit attention
Managing your agents
The Reviews AI Agents table gives you an at-a-glance view of all configured agents, including:- Agent name
- Number of responses sent
- Active or inactive status
Contact your HoopAI account administrator to create starter Reviews AI Agents, which will automatically generate responses for future reviews using default settings.
Frequently asked questions
Which review platforms does the Reviews AI Agent support?
Which review platforms does the Reviews AI Agent support?
The Reviews AI Agent works with Google Business Profile reviews and other platforms connected to your Reputation section. Configure review sources per agent during setup under the Review sources setting. Not all review platforms may be available depending on your connected integrations.
Can I create more than one agent?
Can I create more than one agent?
Yes. You can create multiple agents — for example, one per language, one per location, or separate agents for positive versus negative reviews. Each agent operates independently with its own tone, language, and filter rules. All agents are visible and manageable from the Reviews AI Agents table.
What is the difference between dynamic and fixed language mode?
What is the difference between dynamic and fixed language mode?
In Dynamic mode the agent detects the language of each incoming review and replies in the same language. In Fixed mode all replies are written in the agent’s configured primary language, regardless of the review language. Use fixed mode if you want all public responses to be in one language for consistency.
Will the AI respond to reviews posted before I created the agent?
Will the AI respond to reviews posted before I created the agent?
No. The agent only processes new reviews that arrive after the agent is activated. It does not retroactively generate responses for existing reviews. You can manually respond to past reviews directly in Reputation > Reviews.
Can I prevent the agent from responding to specific reviews?
Can I prevent the agent from responding to specific reviews?
In suggestive mode you can discard any AI draft before it is posted. In auto-respond mode responses post automatically, so you cannot block individual responses before they go live. If you need to remove an already-posted response, do so directly in your Google Business Profile dashboard.
How does the agent know about my business?
How does the agent know about my business?
The agent uses the business information in your connected review platform profile plus the overview and instructions you write during agent configuration. For more accurate and personalized responses — especially if you want the agent to reference specific services or team members — provide detailed instructions in the Overview field.
Will responses appear to come from my business account?
Will responses appear to come from my business account?
Yes. Responses are posted using your connected review platform credentials, so they appear publicly as replies from the business owner — exactly as they would if written and submitted manually.
Can I use templates instead of building from scratch?
Can I use templates instead of building from scratch?
Yes. When creating a new agent, select a pre-built template on the setup method screen. Templates provide a starting configuration with pre-filled tone, language, and response guidelines that you can customize further.