--- title: "Manage review responses" slug: "manage-review-responses" updated: 2026-10-15T00:57:11Z published: 2026-10-15T00:57:11Z canonical: "help.servicetitan.com/manage-review-responses" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage review responses ## Overview Enhance your online reputation and present your business as trustworthy by responding to customer reviews with ServiceTitan's Marketing Pro Reputation. Responding to reviews shows your concern for your customers' experience with your business. This can lead to an increase in the number of reviews you receive and higher rankings in local search. --- ### #### Who uses this feature - Marketing managers, business owners, and other marketers on your team - Applies to all business types. - Applies to all trades #### Feature configuration - To get started with Marketing Pro Reputation Management, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. ## Things to know - You can respond to reviews individually or in bulk. - You can configure auto responders to automatically reply to your Google reviews with pre-written responses, helping to increase your review response rate. - [Titan Intelligence (TI)](/construction/docs/titan-intelligence-overview) responses leverage Artificial Intelligence (AI) and are not reviewed by humans. We recommend that you verify the accuracy of the responses before publishing. ## Respond to individual reviews 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-t5mwomk0.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D)**. 2. In the side menu, click **Reviews**. ![Cursor hovers over Reviews in the side menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-yunms1ct.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 3. To respond to a review click **Add Response**. ![Add Response option for a review.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-yeukhe58.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 4. On the *Respond* screen that opens, you can enter your response manually or use Titan Intelligence (TI) to generate a personalized response for you. ## Respond to reviews in bulk 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-hekrga1g.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D)**. 2. In the side menu, click **Reviews**. 3. Click **Bulk Response**. ![Bulk response option for Reviews.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-o56j8vxr.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 4. On the *Bulk Response* screen that opens, select the reviews you want to respond to. ![Multiple reviews selected on the Bulk Response screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-42dtb2ci.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) > [!NOTE] > **Note:** You can use filters to search for the reviews you want to respond to. For more, see [Filter reviews](/construction/docs/manage-reviews#filter-reviews). 5. When finished, click **Send Responses**. 6. On the *Response* screen that opens, enter your **Response**. 7. Add [merge tags](/v1/docs/add-special-links-and-merge-tags-to-your-marketing-content) to automatically populate information such as the customer's first name by dragging the tag into the message. > [!NOTE] > **Note:** You can't send the bulk response if you don't add a merge tag to personalize the message. 8. When finished, click **Respond to All**. ### Change Reviews types in Bulk Response You can move reviews in the *Bulk Response* screen from Negative Reviews to Positive Reviews and the other way around. 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-fq9lk9ht.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D)**. 2. In the side menu, click **Reviews**. 3. Click **Bulk Response**. 4. On the *Bulk Response* screen that opens, go to the *Positive Reviews* tab and find a review you want to move to Negative Reviews. 5. Hover over the review and click **Move to Negative Reviews**. ![Move to Negative Reviews option on the Bulk Response screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-u6kc3mt3.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) ## Add manual response 1. On the *Respond* pop-up, go to the *Response* section. 2. Enter the message you want to send in the **Response** field. ![Response highlighted on the Respond screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-oofbng2s.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 3. When finished, click **Send Reply**. ## Add a response generated by Titan Intelligence Use Titan Intelligence to generate a personalized response for your customer: 1. On the *Respond* pop-up, go to the *Response* section and click **ti Generate**. ![Generate option highlighted on the Respond screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-m6i43xkx.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 2. Select a **Suggestion** from the ti generated responses suggestions list. > [!NOTE] > **Note:** Click **Next** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-keyboard-arrow-right.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) or ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-jwhj46hx.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) **Previous** icons to review all suggestions. 3. Click **Accept** to adopt the suggestion. ![Accept option on the Respond screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-sdj6d6lj.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 4. Click **Send feedback** to provide the Titan Intelligence and generative AI tool with your opinion about the generated response. This helps the Titan Intelligence and generative AI tool enhance performance. ![Cursor selects Doesn't sound like a real person option.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-gc5ud8d8.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 5. When finished, click **Send Reply**. ## Configure Titan Intelligence settings 1. Go to the top toolbar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-eirxca1p.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D).** 2. In the side panel, click **Marketing Pro > Reputation Management**. 3. Select the **Review Response Generation** tab. 4. Turn on the **Enable Response Generation** toggle. ![Review Response Generate tab on the Reputation Management screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-mg8gyl88.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 5. Select the type of prompt settings you want to use. Options include: - **Standard:** Select this option to use the prompt provided by ServiceTitan. You can select your communication style settings. - **Custom:** Select this option to edit the prompt provided by ServiceTitan to suit your brand and business. 6. If you selected *Custom,* edit the prompt as needed and click **Save Changes** when finished. If you selected *Standard*, continue with the remaining steps. > [!NOTE] > **Note:** You can click revert to restore the default prompt. ![Custom option on the review Response Generation prompt.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-4sxyk0ho.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 7. Select your **Communication Style**. Options include: - Conversational - Professional - Witty - Unapologetic 8. Select whether you want to respond using **We/Are** or **I/Am**. 9. Select the **Call to Action** you want to include in your responses. Options include: - **Generic:** Asks reviewers to contact you without specifying a method. - **Phone:** Asks reviewers to contact you at a specified phone number. - **Email:** Asks reviewers to contact you at a specified email address. 10. If you selected *Phone* or *Email* as your *Call to Action*, enter the phone number or email address the reviewer can use to reach you. ![Standard Response Generation options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-review-responses-image-t4ciolle.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 11. Repeat these steps for each star rating. 12. When finished, click **Save Changes**. ## Configure automated responses for Google reviews Configure Google Auto Responders to automatically reply to your Google reviews, helping increase your review response rate and improve your local search rankings. You can choose between two response modes: - **AI Automated:** AI reads each review and writes a tailored response automatically. - **Templated:** The auto-responder randomly selects from a pool of pre-written responses you configure. ### Enable AI auto-responses for all star ratings To enable AI-generated responses for every star rating at once: 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D). 2. In the side panel, go to **Marketing Pro > Reputation Management**. 3. Select the **Google Auto Responders** tab. 4. Turn on the **Enable AI-automated responses for all star ratings** toggle. ![Settings for Google Auto Responders, enabling AI responses for customer reviews.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780516850346.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 5. On the *Switch to AI responses?* pop-up that opens, click **Enable AI Responses**. ![Prompt to switch to AI responses with options to enable or cancel.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780516870633.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) AI now generates and posts a response tailored to each qualifying review based on your settings. You can still configure individual ratings differently. For more, see [Configure auto-responses for individual star ratings](/construction/docs/manage-review-responses#configure-autoresponses-for-individual-star-ratings1) below. > **Note:** When you enable AI for all star ratings, any rating that was previously configured with templates switches to AI Automated mode. ### Configure auto-responses for individual star ratings To configure a specific star rating: 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D). 2. In the side panel, go to **Marketing Pro > Reputation Management**. 3. Select the **Google Auto Responders** tab. 4. Click **Activate** next to the star rating you want to configure. For example, click **Activate** next to *1 Star Auto Responder* to activate automatic responses for one-star reviews. 5. Select a response mode: **AI Automated** or **Templated**. Then follow the steps for the mode you selected. #### AI Automated mode 1. Under *Rules*, configure the following: ![Settings for automatic replies including response options and wait time configuration.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780517172121.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) - **Respond to star-only review:** Select this checkbox to respond to reviews that include a star rating but no written comment. - **Send responses only during business hours:** Select this checkbox to restrict AI responses to your configured business hours. - **Wait Time:** Select how long ServiceTitan waits after receiving a review before sending the response. 2. Under *Response Style*, configure the following: ![Settings menu for response style, tone, length, and additional instructions options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780517245040.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) - **Tone of Voice:** Select the overall tone for AI-generated responses. Options include **Professional**, **Casual**, or **Enthusiastic**. - **Length:** Select how long the response should be. Options include **1-2 sentences**, **4-6 sentences**, or **7+ sentences**. - **(Optional) Additional Instruction:** Enter custom guidance for the AI. For example, *Always mention our 24/7 availability*. 3. (Optional) Click **See Reply Example** to preview a sample response based on your current settings. 4. (Optional) Click **View Prompt** to view the full set of guidelines the AI uses to generate responses for this star rating. 5. Click **Save**. 6. Repeat these steps for any additional star ratings you want to configure. #### Templated mode 1. Under *Rules*, configure the following: ![Settings for automatic replies including response options and wait time configuration.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780517300746.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) - **Respond to star-only review:** Select this checkbox to respond to reviews that include a star rating but no written comment. - **Send responses only during business hours:** Select this checkbox to restrict AI responses to your configured business hours. - **Wait Time:** Select how long ServiceTitan waits after receiving a review before sending the response. 2. Select 3 to 10 responses for the auto-responder to use when replying to reviews. The auto-responder randomly selects from your templates when a qualifying review arrives. > **Note:** You can click **Edit** to change a template. You can also add merge tags to personalize the response. ![A selection of automated response options for customer feedback and dissatisfaction.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1780517343157.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A37Z&se=2026-10-31T01%3A42%3A37Z&sr=c&sp=r&sig=wETzN5cKrmOtt41cgkPFjR2rBV5APSswph%2B89%2FZmXWY%3D) 3. Click **Save**. 4. Repeat these steps for any additional star ratings you want to configure. ## Want to learn more? - See [Manage reviews](/construction/docs/manage-reviews) - See [Match reviews](/construction/docs/match-reviews) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)