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Manage review responses

  • Updated on Jun 3, 2026
  • Published on Mar 13, 2026
  • 6 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, 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. .

  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.

  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.

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 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. .

  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:

    • 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.

    Settings for automatic replies including response options and wait time configuration.

  2. Under Response Style, configure the following:

    • 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.

    Settings menu for response style, tone, length, and additional instructions options.

  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:

    • 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.

    Settings for automatic replies including response options and wait time configuration.

  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.

  3. Click Save.

  4. Repeat these steps for any additional star ratings you want to configure.

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