Automation actions

Actions determine how your automation responds once a review matches your trigger conditions. Choose from template-based responses with AI enhancements or fully AI-generated replies crafted from scratch.

​

Template-Based Responses

Template-based actions use your pre-written response templates as the foundation, with optional AI enhancements to add variety and personalization.

​

Choose Your Template Folder

Select from your organized template folders to match the automation’s purpose:

​

AI Enhancement Options

Transform your static templates into dynamic, personalized responses:

​

Standard Reply (No Enhancement)

Use your template exactly as written – perfect for consistent, formal responses:

​

AI Rewriting (Recommended)

Let AI rephrase your templates for each response while preserving the core message:

Thank you for your 5-star review! We're thrilled you're enjoying the app. 
Your feedback motivates our team to keep improving.

Thank you for your 5-star review! We're thrilled you're enjoying the app. 
Your feedback motivates our team to keep improving.

​

AI Translation

Automatically translate your templates to match each reviewer’s language:

​

AI-Generated Responses

Let AI craft completely custom replies from scratch, tailored to each review’s unique content and context:

​

Writing Effective AI Instructions

The quality of AI-generated responses depends heavily on your instructions. Think of them as briefing a new team member:

TONE & STYLE:
Be empathetic and professional. Use a friendly but not overly casual tone.

CONTENT REQUIREMENTS:
- Thank the user for their feedback
- Address their specific concern mentioned in the review
- If it's a bug report, acknowledge the issue and mention our team is investigating
- Always end with an invitation to contact support for immediate help

AVOID:
- Generic responses that could apply to any app
- Overly promotional language
- Making promises about specific fix timelines

TONE & STYLE:
Be empathetic and professional. Use a friendly but not overly casual tone.

CONTENT REQUIREMENTS:
- Thank the user for their feedback
- Address their specific concern mentioned in the review
- If it's a bug report, acknowledge the issue and mention our team is investigating
- Always end with an invitation to contact support for immediate help

AVOID:
- Generic responses that could apply to any app
- Overly promotional language
- Making promises about specific fix timelines

CONTEXT: You're responding as a customer success manager for a productivity app.

PERSONALIZATION: Reference specific features or issues mentioned in the review.

ESCALATION: For technical issues, guide users to our in-app help section first, then to email support if needed.

TONE VARIATIONS:
- 5-star reviews: Enthusiastic gratitude, ask for feature suggestions
- 3-star reviews: Understanding tone, focus on addressing concerns  
- 1-2 star reviews: Empathetic apology, immediate help offering

BRAND VOICE: Professional but approachable, like a knowledgeable friend helping out.

Be genuinely grateful and enthusiastic. Thank them for their support, 
ask if they have feature suggestions, and mention they can reach out 
anytime. Keep it warm but professional.

Be empathetic and apologetic without being defensive. Acknowledge their 
frustration, take responsibility, and provide clear next steps for 
resolution. Always offer direct contact with our support team.

​

AI Response Examples

​

Choosing the Right Response Method

Match your response method to the scenario for optimal results:

​

Response quality & testing

​

Quality assurance checklist

​

Advanced Strategies

The most successful automation strategies combine multiple response methods strategically rather than relying on a single approach.

For complex, detailed reviews that mention specific features or technical issues, AI-generated responses provide the flexibility to address each unique situation with personalized replies.

Meanwhile, common scenarios like thank-you messages or standard feature requests work perfectly with template-based responses enhanced by AI rewriting to maintain variety. International users benefit most from template-based responses combined with AI translation, ensuring your core messaging remains consistent while being culturally and linguistically appropriate.

Consider adjusting your response method based on review sentiment and length as well. Short, positive reviews (under 50 characters) work well with brief template responses, while longer, detailed feedback deserves the personalized attention that AI-generated responses provide. This tiered approach ensures you’re matching the effort level to the user’s investment in providing feedback.

​

A/B Testing for Optimization

Systematic testing is crucial for optimizing your automation performance over time.

Create two similar automations targeting the same review types but using different response methods – for example, one using template-based responses with AI rewriting and another using fully AI-generated responses.

Run both for several weeks while tracking key metrics like user engagement, follow-up questions, and response sentiment analysis.

Pay particular attention to user replies to your automated responses. If users frequently ask follow-up questions or seem confused, your response method may need adjustment. Conversely, positive user reactions, thank-you replies, or rating improvements indicate successful automation strategies.

Test different AI instruction styles within your generated responses as well – some users prefer more formal, professional tones while others respond better to casual, friendly approaches.

​

Multi-Language Market Strategy

For global apps, develop a sophisticated language-based automation hierarchy.

Start with detailed, culturally-aware automations for your primary markets using native-language templates, then create broader international automations using English templates with AI translation for secondary markets. This ensures your most important user bases receive optimized responses while still providing quality support to all users.

Consider cultural context beyond just language translation. German users often expect more detailed, structured responses about data privacy and GDPR compliance, while Japanese users typically prefer more formal, respectful language structures.

Create market-specific automation rules that not only translate but also adapt tone and content to cultural expectations, significantly improving user satisfaction in international markets.

​

Troubleshooting common issues

Master these response methods, and your automations will create replies that feel personal, helpful, and authentically from your team – even when responding to hundreds of reviews automatically.