There are four places you can answer a review, and you do not have to choose one forever. The Reply Queue is where you work through them one card at a time with a draft already written. Reply rules decide what happens to a review before you ever see it, including answering it for you. AI agents decide how the reply sounds. And the Chrome extension puts a Generate Reply button inside Google Business Profile, for the days you are already there.
Start with the queue. Everything else is a shortcut off it.
The Reply Queue
Open Replies in the left sidebar. That is the Reply Queue, and it is one card per review that still needs an answer, newest first.
Each card carries the review, the reviewer, the platform, and a reply the AI has already drafted. You do not click anything to get the draft, it generates while the card loads. So the job is to read it, fix what is wrong, and send.
Four things sit under the draft:
Submit Reply posts it. If the platform is connected, Reviewflowz posts it directly and the card confirms it. If it is not, we open the exact page on the platform where the reply goes and copy the text for you, so it is a paste and a click.
Skip puts the card away for 24 hours. It keeps whatever you typed.
Copy link copies the review's Reviewflowz link, for when the answer belongs to someone else on the team.
Regenerate reply rewrites the draft. You can pick which agent writes it, or convert it to another language, without leaving the card.
Above the list, a row of counts breaks the queue down by platform, and the filter panel narrows it the way it does everywhere else in the app. The queue opens on Unread, which is reviews with no reply yet plus auto posted replies nobody has checked. Switch it to see what a given teammate posted, what a given agent posted, or everything.
How the AI writes your replies
Before you write a single instruction, the AI is already copying you.
The default agent builds every draft from replies your business has actually posted. Not templates, and not replies written inside Reviewflowz only: it reads the replies live on the platform, which includes the ones you wrote straight into Google months before you had an account. That is usually the purest version of your voice, so it is the best thing to learn from.
It does not grab the last five and hope. It matches the review in front of it: same rating band first, because a reply to a one star is a different animal from a reply to a five star, then same language, then same review profile. A review with no text only ever sees examples written for other reviews with no text.
So the agent gets better as you post. Every reply you send is an example for the next one.
Give the AI your own instructions
When the default is close but not quite you, build an agent. Go to Replies, then AI Agents, then Add a new AI Agent.
An agent is three fields:
Name your agent, so you can tell them apart in the Regenerate menu. Something like "Five star reviews, Chez Laurent".
Language settings, a default language plus the choice between replying in the review's language and always using that default.
Custom instructions, the prompt. This is where a booking URL, an email address for next steps, a set of openings to rotate between, or a rule about what you never say goes.
Test your agent sits next to the form, and it is the reason to build one here rather than guess. It runs the agent you are editing against a real review from your own account and shows the reply, and you can page through your reviews with Previous and Next. Edit an instruction, watch the reply change, keep the version you would have sent yourself.
One piece of advice we mean: test the agent with no custom instructions first. Over prompting is the most common way a good agent turns into a bad one, and you cannot tell which instruction broke it if you paste twenty at once. If you want the long version, we wrote a whole article on prompting an agent for review replies.
You can have several agents and pick one per card from Regenerate reply, or hand one to a rule and let it work unattended.
Reply automatically with reply rules
Rules are how you stop touching the reviews that never needed you.
Open Configure automation from the banner on the queue, the gear beside the Reply Queue title, or Replies then Reply Rules. A rule says what happens to a new review, and there are three answers:
Reply automatically with an agent you pick.
Queue it for a person, which is the normal path.
Ignore it, which hides it from the queue and leaves it everywhere else, so your reports and exports are untouched.
Each rule reads as one sentence you fill in: if the location is X, and the rating is Y, and the review text is Z, on the platforms P. Rules run top to bottom and the first one that matches wins, so the order is the logic. The last rule is the default, it has no conditions, it catches everything else, and you cannot delete it because something has to be the final answer.
A common setup is three rules. Ignore Google reviews with no text, because there is nothing to answer. Auto reply to four and five stars with your agent. Send everything else to the queue, where a human reads it.
Rules run every half hour on reviews that arrive after the rules exist. They never go back over your history.
Automatic replies post on Google, App Store, Play Store, Trustpilot and Facebook, and the profile has to be connected first. The rule editor blocks you from pointing an auto reply rule at anything else rather than letting it fail quietly.
Check what the robot sent
Auto posted replies come back into the queue with a thumbs up and a thumbs down under them.
Thumbs up is one click. Thumbs down asks what was off, tone, facts or style, and stores your answer with the rating. This is not a survey, it is the audit trail for replies that went out in your name without anyone reading them first, which is why the queue opens on Unread and counts them as unread.
Reply from inside Google Business Profile
If you spend your day in Google Business Profile, install the Reviewflowz Chrome extension. It adds a Generate Reply button next to Google's own Reply button on every review, writes the reply, and drops it into Google's text box. No tab switching, no paste.
Out of the box it gives you three replies a day and knows nothing about you. Open the extension and link it to your Reviewflowz account, and it uses your agents and your plan's limits instead, which on Pro and Premium means no daily cap.
Where else you can reply
The reply lands in the same place whichever surface you use:
From the review email alert, on your phone, without opening the app. See replying from rich email alerts.
From Slack, Microsoft Teams, Zendesk or Gorgias, if the review arrives there.
On any single review page in the app, which is what Copy link is for.
A reply posted anywhere, including directly on the platform, shows up under the review in Reviewflowz within a few minutes, and becomes an example for the AI.
Replying, AI agents and reply rules are on the Pro and Premium plans. A free trial includes 20 AI replies so you can see the agent learn your voice before you pay for it. Plans and pricing.
Platform specifics live in their own articles: App Store and Google Play and Tripadvisor. If Google is not connected yet, start with connecting your Business Profile.