The Review Reply Templates feature in Chatavise helps you manage customer feedback at scale. Once you start collecting a large number of reviews on Google and Facebook, responding to each one manually can become overwhelming. With templates and automation, Chatavise allows you to streamline review management while maintaining a personal, professional touch.
1. Why Responding to Reviews Matters
Responding to reviews—positive or negative—shows your customers that your business values their feedback.
Positive reviews deserve acknowledgment and gratitude.
Negative reviews require thoughtful responses that demonstrate empathy and accountability.
Chatavise helps you balance both by automating routine replies while still allowing manual responses when personalization is needed.
2. Accessing the Templates Page
To start creating review reply templates, navigate to:
Reviews → Automation → Templates
This page lists all your saved templates, lets you edit them, and manage which ones are active for auto-reply use.
You’ll find:
A search bar to quickly find templates by name.
A table displaying each template’s name, message text, review type, and whether it’s active for auto-reply.
3. Creating a Review Reply Template
To add a new template:
Click Add Template.
Enter a Template Name (for internal reference).
Write your Message Text — this is what will be sent in your review reply.
Choose the Review Type:
Positive Review – for 4-5 star ratings with comments.
Negative Review – for 1-2 star ratings.
Ratings Only – for reviews that only include a star rating with no text.
Toggle Auto Reply ON if you want this template included in automated responses.
Pro Tip: Create a diverse mix of 5–10 templates per review type. This ensures your replies sound genuine and not repetitive.
4. Managing Templates
Each template in your list can be:
Edited: Adjust the message text or toggle auto-reply on/off.
Deleted: Permanently remove it (note that this action cannot be undone).
Activated/Deactivated: Control which templates participate in automation without deleting them.
Templates marked as Active for auto-reply are used randomly and intelligently by Chatavise’s automation engine to provide variety.
5. Using Templates Manually on the Reviews Page
When viewing reviews (Google or Facebook) inside Chatavise:
Click View Review.
Choose a Template from the dropdown list.
Preview the message and, if needed, customize it.
Click Post Reply to respond instantly on that review platform.
This gives you flexibility — automate where possible, but personalize when it matters most.
6. Enabling Auto Reply
To automate responses:
Go to your Review Automation Settings (within your Review Suite).
You’ll see a list of your business locations.
Toggle Auto Reply ON for each location you want Chatavise to manage.
Once enabled:
Chatavise scans for new Google and Facebook reviews every 2 hours.
For each review, it selects a random template matching the review type and posts the reply automatically.
Recommended Settings:
Enable automation for positive and rating-only reviews.
Handle negative reviews manually to ensure thoughtful, case-specific responses.
7. Tracking and Optimization
With auto-reply enabled, you’ll start seeing:
Near-100% response rates to reviews.
Faster average response times (as little as 2 hours).
Improved reputation management visibility on Google and Facebook.
For negative reviews, Chatavise helps flag them for manual follow-up so your team can respond appropriately.
8. Best Practices
Maintain at least five templates per review type to avoid repetition.
Refresh templates quarterly to reflect new campaigns or brand tone.
Use manual replies for sensitive feedback or serious complaints.
Review your response performance metrics from the Reviews Dashboard regularly.