1-star
How the 1-star queue works
A 1-star review is a public complaint. The product drafts a reply and stops. You decide whether to post, take it offline, or report it.
The path
Sync picks up the review. AI writes a draft from the text, your voice, and the instruction to apologize without admitting legal fault or naming other customers. The draft sits in the inbox. Auto-send cannot fire.
What you should do
Read the review. If it names staff, take personnel offline. If it looks fake, use Google’s reporting tools — do not accuse the reviewer in the reply. If it is real, own the specific, give a real contact path, then stop. Do not litigate stars in public.
Speed vs. harm
Faster is better on 1-star, but a wrong sentence is worse than a six-hour wait. That is why this rating is never on autopilot.
Questions
Does a draft go out if I do nothing?
No. Unposted drafts stay in the queue. Google still shows the unanswered review until you post.
Should I reply to fake 1-stars?
A calm “we’ll report if it violates policy, real customers can reach us at …” is enough. Do not call them a liar on the listing. See the fake-review templates.
Start a 14-day trial
Connect Google, let AI draft the first reply, and keep approval on anything you do not want auto-sent.