Manage review responses

  • Updated on Apr 25, 2026
  • Published on Mar 13, 2026
  • 5 minute(s) read
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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, 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 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) 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 .

  2. In the side menu, click Reviews. Cursor hovers over Reviews in the side menu.

  3. To respond to a review click Add Response. Add Response option for a review.

  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 .

  2. In the side menu, click Reviews.

  3. Click Bulk Response. Bulk response option for Reviews.

  4. On the Bulk Response screen that opens, select the reviews you want to respond to. Multiple reviews selected on the Bulk Response screen.        

    Note: You can use filters to search for the reviews you want to respond to. For more, see Filter reviews.

  5. When finished, click Send Responses.

  6. On the Response screen that opens, enter your Response.

  7. Add merge tags to automatically populate information such as the customer's first name by dragging the tag into the message.        

    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 .

  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.

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.

  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.

  2. Select a Suggestion from the ti generated responses suggestions list.        

    Note: Click Next or Previous icons to review all suggestions.

  3. Click Accept to adopt the suggestion. Accept option on the Respond screen.

  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.

  5. When finished, click Send Reply.

Configure Titan Intelligence settings

  1. Go to the top toolbar and click Settings .

  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.

  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: You can click revert to restore the default prompt.

    Custom option on the review Response Generation prompt.    

  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.

  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 using pre-written messages. This helps increase your review response rate, which is important for local search engine optimization (SEO).

You can select which star ratings you want to reply to automatically and create custom responses for each. This way, you can tailor your replies based on the rating. The Auto Responders will then randomly select one of your preset replies to respond to reviews that match the chosen criteria.

  1. Go to the top toolbar and click Settings .

  2. In the side panel, click Marketing Pro > Reputation Management.

  3. Select the Google Auto Responders tab. Google Auto Responder settings for Reputation Management.

  4. Select Activate for which the star rating you want to generate automatic responses. For example, click Activate next to 1 Star Auto Responder to activate automatic responses for one-star reviews.

  5. In the Rules section of the form that opens, select the rules you want the responder to follow. Options include:        

    • Respond only to reviews containing no text: Select this rule to respond only to reviews with a star rating but no review text.

    • Send responses only during business hours: Select this rule to respond only to reviews during the hours of operation specified for the location. For more, see Create Locations in Reputation Management.

  6. Select how long you want to wait after receiving a review before responding in the Wait Time dropdown. By default, the wait time is 30 minutes.

  7. In the Responses section, select 3 to 10 responses for the auto-responder to use when replying to reviews. Auto Responder options.

  8. (Optional) Click Edit to change a response. You can also add merge tags to personalize the response. When finished, click Confirm. Cursor hovers over Confirm on the Edit Response pop-up.

  9. Click Save.

  10. Repeat these steps for any additional star ratings you want to automatically reply to.

After you configure an auto responder, you can:

  • Use the toggle to turn the auto responder on or off.

  • Click Edit to update the settings for the auto responder.

1 Star Auto Responder.

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