Set a brand voice so AI replies sound like you

Generic review replies are easy to spot: “Thank you for your feedback, we value your business.” Customers already know that. What they remember is whether the reply sounded like the shop they walked into.

Tone plus instructions

In reviewsGBP you pick a tone — professional, friendly, or formal — and you can add custom instructions per location. That is where you put the facts the model should not invent: hours, parking, the name you use for the team, whether you want a phone number on 1- and 2-star replies.

Keep it concrete

“Mention we are on Oak Street. Never promise a refund. Sign as The Front Desk.” works better than a paragraph of brand poetry. Drafts stay editable. If a line is off, change it once and tighten the instructions so the next draft starts closer.

Language

Language follows the review when we can: if someone writes in Urdu, the draft should too. Still read it before you post. Models miss slang, names, and local references.

Voice is not a ranking trick

It is so the public thread on your Google listing matches how you actually talk. Combine it with approve-first on anything sensitive, and auto-reply only on the ratings you trust.