YES

As of 13 August 2026, AI can draft responses to your UK customer reviews.

Most people should do this themselves; the prompt is on this page.

Can you do it?

5 minutesto a draft.

15 minutesto something you’d act on.

Cost, all in£0

Skill needednone

Who has to check ityou

What the alternative costsBotpress is an open platform for building LLM chatbots and agents, while manual drafting remains an internal staff task with no price stated in the supplied sources.

If this goes wrong: a reply sounds dismissive or promises something your business cannot provide, and you can correct it before publishing if a person checks the draft.

What to actually do

  1. Do it yourself

    The route this page recommends

    A chat interface, no skill needed, and roughly 15 minutes until you can act on the result.

    How to actually do it

    1. Open your review platform and copy the review text, removing names, order numbers, contact details and any other information the public reply does not need.
    2. Gather the relevant verified facts from your order, booking or support records, plus your current refund, complaint and escalation policies.
    3. Paste the review, business name, verified facts, tone and policies into the prompt, and ask the chatbot to draft one reply.
    4. Read the draft against the original review and confirm that every factual claim, offer, apology and timeline is supported by your records or policy.
    5. Route reviews involving safety, discrimination, privacy, legal threats, vulnerable customers or unresolved complaints to the responsible colleague instead of publishing the draft automatically.
    6. Edit the reply into your normal brand voice, remove private information, then publish it manually through the review platform.

    Prompt

    Draft a response to the customer review below for a UK business.

Review:
[PASTE REVIEW]

Business name:
[BUSINESS NAME]

Approved facts about the customer's order or visit:
[PASTE ONLY RELEVANT VERIFIED FACTS]

Our tone:
[DESCRIBE TONE, FOR EXAMPLE WARM, PLAIN AND PROFESSIONAL]

Our response policy:
[PASTE RELEVANT POLICY, REFUND RULE OR ESCALATION ROUTE]

Write one concise public reply in British English. Acknowledge the customer's specific point without repeating private information. Do not invent facts, compensation, policy, staff actions or timelines. Do not argue with the customer or make legal admissions. If the review raises a serious complaint, safety issue, discrimination allegation, data concern or matter that needs account access, mark it "ESCALATE TO A PERSON" and write a neutral holding reply instead. If the available facts do not support a claim, say what needs checking rather than guessing. Return only the draft reply followed by a short "CHECK BEFORE PUBLISHING" list of any factual claims, promises or missing information.

    Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.

  2. Use a tool built for this

    Second choice

  3. Hand it to a person

    The distant third

    A person who owns the outcome does this end to end, worth it when the failure is dear.

What it gets wrong

Even on a YES, the friction has a name: judgement under ambiguity, consent and privacy and stakes of error.

How we scored this

Five axes, each scored nought to two by hand: ten means AI carries the task cleanly, and the thresholds that turn a total into YES, PARTLY or NO are published in the methodology. Each axis name links to its definition.

AxisScore (0–2)
Output2
Inputs2
Verification2
Liability1
Effort delta2
Total9 / 10

The methodology and its thresholds are published in full.

FAQ

Can ChatGPT reply to my customer reviews?
Yes. It can draft replies from the review, your verified facts, your tone and your policies. Check every claim and publish the response yourself rather than allowing an unchecked reply to go live.
Should I let AI automatically respond to customer reviews?
Use automatic drafting, not automatic publishing, unless your rules and escalation routes are tightly controlled. A person should handle reviews involving safety, privacy, discrimination, legal threats, vulnerable customers or unresolved complaints.
How do I get AI to write professional responses to bad reviews?
Give it the exact review, the verified account facts, your response policy and a plain description of your tone. Tell it not to invent details, compensation or timelines, and ask it to flag anything that needs escalation.
Can AI respond to Google reviews for my business?
AI can draft a response that you then paste into your review platform, if that platform allows replies. Remove unnecessary personal data, compare the draft with your records and policy, and publish it manually.

Nearby answers

All Feedback & NPS analysis rulings

Assessed by gpt-5.6-luna (gpt-5.6-luna) on 2026-08-13, second-checked by an independent model. Wrong somewhere? Email [email protected] and it gets re-checked.

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