Drafting replies with AI

Chiffchaff can draft a reply to any review in your voice. You read it, change what you like, and decide what happens next.

Draft a reply

1. Open a review in the inbox.
2. Under Reply, choose Draft a reply in my voice, or Write it myself to start from a blank box.
3. Edit the words in the box. Use Make shorter or Make warmer to adjust the draft, or Regenerate for a fresh one.
4. Click Save draft. Anyone on your team can pick it up from there.

Drafts are also made on their own for new reviews when someone on your team gets new-review emails, so the suggested reply is ready when you open the email.

If you're trying Yelp in early access, Yelp reviews are the exception: Yelp's rules don't let us send its reviews to AI, so a Yelp review offers Write your reply only. See Yelp (early access).

Each draft and each save is also checked for things Google often turns down, like a stock phrase, a link or a near copy of an earlier reply. If something's found, you'll see why and can click Rewrite. See Checks before you approve a reply.

Posting the reply

Every reply waits for you to approve it. If you'd rather not approve each one, you can turn on reply autopilot so replies to 4 and 5 star reviews post on their own after a hold. It's off unless you turn it on.

What drafts never say

Every draft follows the same rules, and so does autopilot:

• No refunds, discounts or freebies offered in public.
• No promises.
• No personal details about the customer or anyone else.
• No admitting fault.
• Nothing offered in return for a review.

If something needs putting right, the draft invites the customer to get in touch with you directly. You can always change the words, but keep these rules in mind when you do.

How many drafts you get

Each plan includes a number of AI drafts a month: 50 on Solo, 200 on Duo, 1,000 on Crew, and unlimited on Group. The free trial uses Crew's number. Every reply draft counts, including the ones made on their own, autopilot's, the corrected reply for one Google didn't publish and the reply voice preview. The count starts again on the 1st of each month, and Billing shows how many you've used.

If you reach the limit, you can still read reviews and write replies yourself. Autopilot pauses until the count resets.

To make drafts sound more like you, see Edit your reply voice.