Draft praise and complaint Google review replies from your real policy—without inventing refunds, discounts, or private details.

Top picks

Protocol

1. 1

   Assemble the reply pack inputs (5 min).

   Business name + one-line what you do, public contact for offline follow-up, your refund/reschedule/warranty policy in plain language (or “NONE—offer apology + offline contact only”), and 2–5 real sample reviews (praise + complaint). Redact customer phone/email/order IDs from the paste if they appear in the review text you copy.

2. 2

   Lock honesty + public-reply rules.

   Paste the rules first so the model cannot invent a refund, discount, or private detail.

   Copy-paste prompt

   Copy

   Help me draft Google Business Profile review replies.
   Hard rules:
   - Use ONLY my business facts and policy. Do not invent refunds, discounts, freebies, timelines, admissions of legal fault, or competitor comparisons.
   - Never quote or invent private customer details (phone, email, order #, address). Invite offline contact using ONLY the contact method I provide.
   - Praise replies: thank specifically for something named in the review; keep short (3–5 sentences).
   - Complaint replies: acknowledge the issue as stated, apologize for the experience without inventing root cause, state what I can offer from my policy (or mark [NEED FACT]), invite offline follow-up.
   - No sarcasm, blame, or arguments with the reviewer.
   - Output labeled drafts I can paste into Google—I send them myself.
   Confirm in one sentence, then wait for my pack.

3. 3

   Fill pack (step 3a) and generate (step 3b).

   Fill the pack, then send the generate command. If a refund or timeline appears that you did not type, delete the sentence.

   Paste pack

   Copy

   BUSINESS NAME: [ ]
   ONE-LINE WHAT WE DO: [ ]
   PUBLIC CONTACT FOR OFFLINE FOLLOW-UP (exactly as I will publish): [email / phone / form URL I own]
   MY POLICY (refund / remake / reschedule / warranty)—verbatim notes:
   [ ]
   VOICE NOTES (optional): [e.g. warm, short, no emojis]
   SAMPLE REVIEWS:
   ---
   [PRAISE #1 — paste review text]
   ---
   [COMPLAINT #1 — paste review text]
   ---
   [add more as needed]

   After you send the filled pack, copy the Generate command in the next box and paste it into the SAME chat so the AI runs the decision tree / produces the output.

   Generate command — copy and send this next (same chat)

   Copy

   For each review: (1) Praise or Complaint label, (2) 1–2 sentence diagnosis of what to acknowledge, (3) draft reply ≤120 words, (4) list any [NEED FACT] before I can send. Do not invent policy.

4. 4

   Second-model check (5 min).

   In the other tool, paste the drafts plus your policy:

   Second-model check

   Copy

   Here are draft Google review replies from another assistant, plus my policy paste.
   Find: (1) any invented refund/discount/timeline not in my policy, (2) hostility or defensiveness, (3) private details that should stay offline, (4) generic praise that ignores specifics in the review.
   Return only corrections. I will send replies myself.

5. 5

   Human send in Google Business Profile.

   Paste into GBP → Read reviews → Reply. Prefer short, nice, timely replies per Google’s guidance. Confirm the reply posts (moderation can delay). Do not auto-publish AI drafts unread.

When not to

• Do not invent refunds, remakes, or admissions your policy/insurance does not support.
• Do not argue facts or share private customer data in a public reply.
• Skip AI if the review alleges discrimination, injury, or legal claims—route to counsel/owner first.
• Do not use AI to mass-post identical templates that ignore each review’s specifics.