A merchant-approved reply workflow keeps a human accountable for every public response while still using AI to reduce drafting time. The workflow below is deliberately simple; it assumes a connected review source may or may not be active in your workspace.
1. Bring reviews into one queue
Where a provider connection is configured, new reviews can be reviewed in one inbox. If a connection is not active, export or check the source manually. Do not present an unconnected source as live.
2. Draft with context
An AI draft should use the review text, business name, location and approved tone. Treat it as a suggestion. It must not invent refunds, medical advice, pricing or facts that are not in the source material.
3. Apply policy and privacy checks
Remove personal data, avoid arguing with the customer, and follow the review platform's current policies. A private feedback path and a public review link are separate options; use only the options configured for that workspace.
4. Require explicit approval
A named team member reviews, edits and approves the reply before publication. Approval is a deliberate action, not an automatic timeout. The approval record should identify the reviewer and the final text.
5. Publish and record
Publish only where the provider integration is active. Record the outcome, the final reply and any escalation. If publishing fails, keep the draft and report the error; do not retry blindly or claim success.
6. Review the workflow monthly
Check response times, unresolved escalations, privacy incidents and policy changes. Remove stale templates and update the approved tone. A workflow is not compliant merely because it has a checklist; the team must follow it.