Manual AI replies

The reply composer lets you write or generate a response to an individual review. You can draft with AI, refine the draft with one-click enhancement actions, and send it straight to the app store.

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Opening the reply workspace

Click the Reply to review… field under any review that doesn’t have a response yet. It opens into one card: a text area, and underneath it Generate reply (with a dropdown of presets), Template, Past replies, and, once there’s text in the box, Refine and English, plus a character counter and the Reply button. On a phone the buttons show icons only.

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Platform character limits

Each app store has a different maximum reply length, and the counter below the textbox updates automatically based on which platform the review is from.

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AI response generation

The Generate reply button drafts a balanced, professional response by default. Its dropdown arrow opens a menu with two built-in presets, plus any AI instructions your organization has created:

• Ask to contact support — guides the user toward your support channels; use it for bug reports or account issues that need investigation beyond a public reply
• Ask to increase rating — a tactful response for reviews whose complaints you’ve since resolved

If one of your custom AI instructions is marked as the default for this app (or for the organization), the main Generate reply button uses it automatically and shows which instruction it’s using.

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Past replies (Pro plan)

While the box is empty, a Past replies button shows how many past responses AppReply found for similar reviews, matched by meaning. Open it to see each one with the review it answered. Pick one and AppReply adapts it to the current review; it’s inserted as a starting point you can still edit or regenerate. The button disappears once you start typing.

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Knowledge base

When your organization has uploaded knowledge base documents (FAQs, product guides, support articles), the AI checks them for relevant context when generating a reply. A success toast after generation names how many documents were used, so you can tell when a draft is grounded in your own material.

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Refine and English

Once there’s a draft in the box (generated, from a template, or typed by hand), the Refine menu offers one-click actions. If an action fails, your text stays as it was. The English button opens an English preview inside the card, under your draft. It shows “Translating to English…” while it works, you can edit the English, and Apply to reply retranslates it back into the response. If you change the reply afterwards, the preview is marked out of date until you refresh it.

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Sending and saving

Reply submits to the store. It is disabled while an AI action is writing, and when the text is over the platform limit, in which case a message under the card says by how much. Save reply as template — available once a reply has gone out — saves that exact text into your template library so you can reuse it.

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Keyboard shortcuts

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Writing effective responses

Different review types call for different approaches: Across all review types, reference the review’s actual content — a reply that responds to specifics reads differently from a generic template.

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Quality checks

The system validates your response before sending: it checks character count against the platform limit and confirms the app’s store integration is still active. A complete response history is kept for each review, so you can see everything that’s been sent to it, and when.