This is a new feature that lets you save time by having AI automatically write and post responses to your Google reviews as they arrive, with no manual action needed.

Settings for Google Auto Responders to manage reviews with AI assistance.

What's new?

Until now, the Google Auto Responders in Marketing Pro Reputation Management could reply to reviews automatically using pre-written templates that you selected in advance. The auto-responder would pick one of your templates at random and post it when a qualifying review arrived. With this release, you can switch any star rating to a new AI-Autonomous mode. In this mode, AI reads the review and writes a response tailored to that specific review, then posts it automatically — without you needing to prepare a template pool or take any action after setup.

Before and After

Before (Current)

Go to the top toolbar and click Settings.
In the side panel, go to Marketing Pro > Reputation Management.
Select the Google Auto Responders tab and click Activate next to a star rating.
In the Responses section, select 3 to 10 pre-written response templates for the auto-responder to use.
Click Save. ServiceTitan randomly selects from your templates when a matching review arrives.

Impact: You must write and maintain a pool of templates for each star rating you want to respond to automatically. Responses are generic and do not reflect the specific content of each review.

Try the current workflow in your account.

After

Go to the top toolbar and click Settings.
In the side panel, go to Marketing Pro > Reputation Management.
Select the Google Auto Responders tab.
To enable AI for all star ratings at once, turn on the Automatically respond to reviews with AI toggle. To configure one rating, click Activate (or Edit) next to a star rating and select AI.
Select whether to Send responses only during business hours and the Response delay.
Optionally, enter custom instructions to guide the AI — for example, "Always mention our 24/7 availability."
Click Save Changes. AI generates and posts a response tailored to each qualifying review based on your settings.

Impact: You no longer need to write or maintain response templates. AI produces a relevant, on-brand response to every qualifying review automatically.

Test the changes in the NEXT environment.

Who uses this feature

All business types
Administrators, Managers
Region availability: USA, Canada

How it works for your industry

Residential service and replacement

A heating, ventilation, and air conditioning (HVAC) company receives a 5-star review after a furnace installation. AI posts a warm, professional thank-you response within 30 minutes — referencing the business name and the service mentioned — while the office team focuses on booking the next job.
After a plumbing service call, a customer leaves a 3-star review without details. AI posts a calm, professional response acknowledging the feedback and inviting the reviewer to reach out directly, without assigning blame or making promises.
An electrical company enables AI responses only during business hours. Reviews left overnight are held and responded to automatically when the office opens, keeping response times consistent without requiring staff to monitor reviews after hours.

Commercial service and replacement

A commercial refrigeration company uses AI to respond to 4- and 5-star reviews, freeing staff to personally address the occasional negative review from a facilities manager.
A property management firm with multiple locations enables AI-Autonomous mode for all star ratings. Each location's reviews receive timely, brand-consistent responses without requiring a coordinator to manage them individually.
A commercial heating and cooling contractor sets a 30-minute response delay and limits AI replies to business hours. This ensures responses go out during working hours and do not appear to have been sent in the middle of the night.

Residential construction

A roofing company receives a 5-star review praising a specific crew member. AI posts a short, warm response that thanks the reviewer by name and mentions the business — with no extra effort from the office.
A remodeling company uses the Custom instructions field to tell the AI to always mention their workmanship warranty. Every AI-generated response reinforces this differentiator without manual reminders.
After completing a large project, a construction company uses See Example Reply to preview what the AI would say before enabling the feature, confirming the tone and length match their brand voice.

Commercial construction

A general contractor uses AI to respond to 4- and 5-star reviews on Google while reserving manual responses for 1- and 2-star reviews, where a personal touch is more important.
A specialty subcontractor with a Casual tone preference uses AI to keep responses approachable and human-sounding, even when the volume of incoming reviews makes manual responses impractical.
A commercial builder turns on the Activate All toggle to enable AI responses across all star ratings at once, then adjusts individual ratings afterward as needed.

How to prepare?

Identify which star ratings your team currently handles with templates and decide which ratings to move to AI-Autonomous mode.
Review the tone and custom instructions options with your marketing manager or business owner to align on the brand voice you want the AI to use.
Bookmark any knowledge base articles or Academy videos for team training.