Manual AI replies

The manual reply interface lets you write or generate responses to individual reviews. You can use AI to draft replies, refine them with enhancement actions, and send them directly to the app store.

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Opening the reply workspace

Click anywhere in the reply area below any review to open the response interface. You’ll see the text editor, AI generation options, and enhancement tools.

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Platform character limits

Each app store has a different maximum reply length. The character counter in the editor updates automatically based on which platform the review is from.

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AI response generation

The Generate dropdown offers three built-in options, plus any custom AI instructions you’ve created. Generate Reply creates a balanced, professional response. The AI reads the review content and your app’s context to write a personalized reply. This works well for most situations: general feedback, neutral reviews, and maintaining a consistent tone. Ask to Contact Support generates a response that guides the user to your support channels. Use this for bug reports, account issues, or technical problems that need investigation beyond what a public reply can address. Ask to Increase Rating creates a tactful response for situations where you’ve resolved the issues a reviewer mentioned. Use this when bugs have been fixed, requested features have been added, or complaints are about problems that no longer exist.

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Custom AI instructions

Any AI instructions you’ve created in your organization settings also appear in the Generate dropdown. These let you define specific tones, templates, or response strategies that the AI follows when generating replies. They appear alongside the three default options.

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Suggested replies (Pro plan)

When you open a review, AppReply shows 1-2 similar past responses that performed well. These are found using semantic similarity search across your response history. Click one to load it into the editor as a starting point, then edit or regenerate from there.

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Knowledge base

If your organization has uploaded documents (FAQs, product guides, support articles), the AI references them when generating replies. After generation, you’ll see which documents were used and their relevance score. This helps the AI give accurate, specific answers based on your actual product information.

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Response actions

After generating or writing a reply, you can refine it with these actions:

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Keyboard shortcuts

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Writing effective responses

Different review types call for different approaches. Negative reviews (1-2 stars): Acknowledge what the user experienced without being defensive. Apologize genuinely, provide clear next steps, and invite further communication through support channels. If you’ve fixed their issue since the review, mention those improvements. Neutral reviews (3 stars): Thank them for the feedback, address specific concerns, and highlight recent improvements. These users can often be converted to higher ratings with the right response. Positive reviews (4-5 stars): Express genuine appreciation, acknowledge the specific features they mentioned, and share relevant upcoming improvements. Consider encouraging them to share their experience. Across all review types, be specific by referencing actual review content. Users notice the difference between a personalized response and a generic template.

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Quality checks

The system validates your response before sending. It checks character count compliance, verifies your app store integration is active, and confirms the response can be delivered. A complete response history is maintained for each review, showing all sent responses with timestamps and delivery status.