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The Reviews AI Agent streamlines your review management workflow by using AI to generate natural, brand-consistent responses to customer reviews. Instead of manually writing a reply to every review, you configure one or more AI agents — each with its own personality, tone, and response rules — and let them handle replies automatically. You save time while maintaining a consistent, professional presence across every review platform you manage.
Reviews AI Agents table
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.

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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.

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Setting up a Reviews AI Agent

1

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.
Reviews AI settings section
2

Create a new agent

Click + Create Agent in the agents table to start a new agent.
Create Agent button
Create agent flow start
3

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.
Choose setup method
4

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”).
Agent name and tone configuration
5

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]!”).
Language and review preference settings
6

Preview and save

Click Generate Preview to see a sample response based on your configuration. Review and refine the settings as needed, then click Save to activate the agent.
Preview and save agent
Once saved, your Reviews AI Agent is active and will automatically respond to incoming reviews matching your selected criteria using the configured style and tone.

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AI response behavior

Beyond individual agents, the Reviews AI section in Reputation Settings provides global response controls.
AI response behavior settings
AI Response Behavior lets you choose the overall operating mode:
ModeHow it works
Auto-respondThe AI generates and posts responses automatically without human review
SuggestiveThe AI drafts responses which a team member reviews and approves before posting
DisabledAI assistance is turned off; all responses are written manually
In auto-respond mode, responses post publicly without human review. Test your agent configuration thoroughly in suggestive mode first. Only switch to auto-respond once you are satisfied with the quality and tone of generated responses.
Auto Responses — Configure the wait time before the agent responds after a review is posted. This prevents responses from appearing instantaneous, which can seem automated to reviewers.
Auto responses timing configuration

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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
From the table you can create new agents, edit existing ones, or deactivate agents you no longer need.
Consider creating multiple agents for different scenarios — a high-energy agent for 5-star reviews, a calm and empathetic agent for 1–2 star reviews, and language-specific agents if your business serves customers in multiple languages. Assign them strategically to ensure every review gets a reply that matches the situation.
Contact your HoopAI account administrator to create starter Reviews AI Agents, which will automatically generate responses for future reviews using default settings.

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Frequently asked questions

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.
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.
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.
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.
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.
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.
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.
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.
Last modified on March 4, 2026