ProManage helps businesses save time and scale review management by automating responses through AI-powered smart replies or template-based replies. With automation, you can instantly reply to new reviews, clear backlogs, and maintain a consistent brand voice across all your Google Business Profile listings.
How Does Automation Work?
When automation is enabled, ProManage generates responses based on the following parameters:
- Star Rating (1–5)
- Review Text (if present)
- Tokens defined in the automation rule (e.g., Reviewer Name, Business Name)
- Response Length (Concise, Default, Elaborate)
- Keywords (brand-specific priority keywords for ranking)
Once configured, ProManage will auto-generate and post the response directly to the customer review.
Steps to Automate Review Responses
1. Access Review Automation
- Go to Settings → Review Automation.
2. Create a Rule
- Click Create Rule.
- Choose whether the rule should apply to:
- Active Reviews → Applies only to incoming/new reviews.
- Backlog Reviews → Applies to older reviews to clear pending responses.
3. Configure Rule Details
- Rule Name: Provide a unique name for the rule.
- Locations: Select one or multiple business listings where the rule should apply.
- Star Ratings: Choose which star ratings this rule will respond to.
- Review Type: Select one of the following:
- All Reviews
- Rating Only
- Reviews with Text
Note: Google is the only supported source for review automation.
4. Choose Response Type
Template-Based Automation
- Select from pre-defined templates.
- Templates ensure consistency and compliance with your brand tone
- Click Save to active the automation rule.
AI-Based Automation
- Choose Response Length: Concise, Default, or Elaborate.
- Add up to 10 priority keywords (comma-separated). Keywords are used verbatim to improve search ranking.
- Select Tokens (optional): Reviewer Name, Contact Number, Website URL.
- Add a Signature: Business Name, Support Email, Support Number.
- Click Save to active the automation rule.
Managing Review Automation Rules
In the Review Automation section, you can:
- Create Rule: Set up new automation rules.
- View History: See the history of created rules with details such as,
- User who created the rule.
- Timestamp.
- Rule actions.
- Option to download the history as CSV.
- Active Tab: View and manage rules applied to new reviews.
- Backlog Tab: View and manage rules applied to older reviews.
- Sort Rules: Organize rules by type (Template-based or AI-based).
Best Practices for Automation
- Use AI responses for personalized, dynamic replies.
- Use Templates for compliance-heavy industries where tone consistency is critical.
- Add keywords strategically to reinforce local SEO and brand positioning.
- Always review history logs to ensure governance and accountability.
With Review Automation in ProManage, businesses can scale customer engagement, improve efficiency, and maintain an active online presence with minimal manual effort.
