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Auto-replies monitor your incoming reviews and respond automatically based on conditions you set. They work across all connected platforms and languages. In the dashboard, this feature lives under Reviews > Auto-replies in the sidebar; the page itself is titled Automations.

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Automation rules

Each auto-reply is a rule made of two parts: trigger conditions that decide which reviews qualify, and a response method that decides what gets sent back.
The Automations page: rules grouped into Unsorted, Positive, Ask to increase rating, Pricing and Negative categories, each showing its rating condition, response method badge, language and app scope

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Key benefits

24/7 response coverage

Respond to reviews as they arrive, across every time zone, without anyone online.

Consistent brand voice

Keep responses professional and empathetic even during high review volumes.

Multi-language support

AI Translation automatically responds in 94+ languages.

Personalization

AI adapts each response to the specific review content and context.

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Organization by categories

Your automation rules live in five categories that mirror real support workflows:
Freshly created rules land here until you assign them to a specific category. Think of it as your automation inbox.Best for: Testing new rules before categorizing them properly.
Auto-respond to 4-5 star reviews with gratitude, feature announcements, or gentle requests for app store ratings.Best for: Thank you messages, feature updates, cross-promotion to other apps.
Auto-respond to users who like your app but gave 3 stars over minor issues you’ve since fixed.Best for: Rating update requests, showcasing recent improvements, feature highlights.
Address billing questions, subscription confusion, and pricing concerns with clear, helpful responses.Best for: Subscription explanations, billing support, feature value communication.
Handle 1-2 star reviews with empathy, quick triage, and paths to resolution.Best for: Bug reports, feature requests, user experience issues, damage control.
Drag and drop rules between categories to keep things tidy, and use the + icon next to a category to create a new rule already assigned to it.

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Filtering and browsing your rules

Above the category list, three controls narrow what you see:
  • App scope — all apps, or one specific app
  • Status — All, Enabled, or Disabled
  • Publishing — All modes, Auto-post, or Approval
These are view-only filters: they don’t change any rule, only what’s displayed. While a filter is active, empty categories are hidden and drag-and-drop reordering is turned off (since the visible order no longer reflects the real one).

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How auto-replies work

1

Monitor reviews

AppReply continuously monitors your connected app stores for new reviews.
2

Evaluate conditions

Each review is checked against your automation rules’ trigger conditions (rating, keywords, language, length, featured status).
3

Generate response

When a match is found, AppReply generates a response using either:
  • Template-based responses (with optional AI enhancement)
  • AI-generated responses (crafted from scratch based on your instructions)
4

Post or queue

Depending on the rule’s publishing mode, the response is either posted to the app store immediately, or saved as “Pending approval” for a teammate to review first.

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Response methods

Choose from two response approaches:

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Template-based responses

Use your pre-written response templates with an optional AI enhancement:
  • Standard reply: Use the template exactly as written
  • AI rewriting: Let AI rephrase your templates for variety while preserving meaning
  • AI translation: Automatically translate the template to match the reviewer’s language
AI rewriting and AI translation require a Standard plan or above.

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AI-generated responses

Let AI craft completely custom replies from scratch, guided by your instructions and (on the Pro plan) your knowledge base and past replies.

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Getting started

Quick start

  1. Create your first automation rule
  2. Set trigger conditions (rating, keywords, etc.)
  3. Choose your response method
  4. Test and enable
Free tier limitation: You can create unlimited automations, but only 3 can be active at once. Upgrading removes that limit.

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Multi-app automations

A single automation can apply to multiple apps at once, even across different platforms. When you create or edit a rule, select one or more apps under Applications. You do not need to create separate rules for each app.

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Approval mode

Toggle Approval Mode on any automation to have responses saved as “Pending approval” instead of posting immediately, so your team can review and approve each response before it goes live. Toggle it off for Auto-posting Mode, where replies publish immediately without pre-moderation.
New automations default to Approval Mode. You switch a rule to auto-posting deliberately, once you trust it.
Approval mode works with both template-based and AI-generated responses. It’s especially useful for sensitive topics or new automations you want to monitor before giving them full autonomy.

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Drag-and-drop ordering

Reorder automations within categories by dragging them. The order determines priority: when multiple rules match the same review, the first matching rule in the list takes precedence.

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Automation presets

Start from pre-built presets instead of creating rules from scratch — quick-start cards like “All New Reviews,” “Positive Reviews,” and “Ask to Increase Rating” appear right at the top of the rule builder, along with more options under More. Picking one pre-fills the rating condition, additional filters, and (for AI-generated presets) starting instructions, which you can still edit before saving.

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Duplicating a rule

Duplicate an existing automation to reuse its conditions and response setup as a starting point for a new one. The copy always starts disabled, so you can review and adjust it before it goes live.

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Next steps

Explore the detailed guides:

Triggers

Learn how to set up conditions that target exactly the reviews you want to handle

Actions

Configure template-based and AI-generated responses for your automations

Escalation

Automatically create helpdesk tickets from reviews that need support follow-up