Edit your reply voice

Drafts sound like you when Chiffchaff has examples of how you write. You give it those examples on the Reply voice page.

Add your replies

1. Go to Settings → Reply voice.
2. Under How you sound to customers, paste a reply you've written before. Use + Add another reply for more. Five to ten works best.
3. Click Draft a sample reply to see a draft written from your examples, before you save.
4. Click Save replies.

The next draft uses what you saved. Change your examples any time.

There's no separate tone or sign-off setting: drafts copy them from your examples, so pick replies that sound the way you want to sound. The sample reply counts toward your monthly drafts.

The reply voice covers the whole business, so the owner, or a manager with every location, saves it. Everyone else sees the saved replies with a note saying so. See Team and roles.

Your replies on Google

Drafts also look at replies you've written on Google yourself. For each review, Chiffchaff picks up to 5 of your latest 50, starting with replies to reviews with a similar star rating and about similar things. It skips replies that break the reply rules or that Google often turns down, very short or very long ones, and AI drafts you posted without changing. A draft you edited before posting counts as yours.

There's nothing to set up. It works once Google is connected and your reviews come in.

A team member's own voice

When a review names someone on your team, the draft thanks them by first name. If you've saved replies that person wrote, the draft uses their examples instead of the business's.

1. Go to Settings → Team.
2. Add the person under Add someone to the team if they aren't listed.
3. On their card, paste replies they've written and click the save button under them.

See Team and roles for what the Team page is for.

What doesn't change

Your examples change how drafts sound, not what they're allowed to say. Drafts never offer refunds or freebies in public, make promises, share personal details or admit fault. See Drafting replies with AI.