Overview
AI Reply Styles (previously called Custom Instructions) help you customize Automation agents (AI-generated responses). Instead of writing prompt-style instructions manually, you can configure reply behavior using simple selectors such as:
- Tone of voice
- Greeting
- Empathy
- Emojis
- Brand voice
- Escalation policy
- Reply language
- Signature
- And more
Your selected options are automatically converted into instructions used by the AI when generating replies.
Legacy instructions are currently displayed in read-only mode and continue working as before, but they cannot be edited directly. To make changes, create a new AI Reply Style using the available selectors.
AI Reply Style availability
Free and Essential plans:
- 1 AI Reply Style available
- All selectors are included
Team and Enterprise plans:
- Unlimited AI Reply Styles
How to create an AI Reply Style
In the Reviews feed
- In the Reviews feed, click "Ask AI" on the review card and choose "Add AI Reply Style".
- Configure the reply behavior using the available selectors, and click "Add AI Reply Style".
In the Automation agents
- In the Automation agent settings, add or edit an agent.
- In the Agent settings, select from existing or add a new AI reply style.
- Save for later or activate the agent to handle the reviews.
In the Reply kit
All your saved AI instructions can be viewed and edited in the Reply Kit: AI Reply Styles section. You can also add new instructions from this section.
AI Reply Style selectors
AI Reply Style includes a set of predefined selectors based on the most common customer customization needs.
- Tone of voice: Choose how the reply should sound (Formal / Neutral / Casual)
- Greeting: Control how replies start (No greeting / Simple hello / Hello with username)
- Empathy: Choose whether replies should acknowledge issues
- Emojis: Control emoji usage (No emojis / Light / Full)
- Brand voice: Choose the reply perspective (We / I)
- Details request: Decide whether AI should ask for more information
- Escalation policy: Control whether replies direct users to support channels
- Confidence: Control whether replies include promises or commitments
- Reply language: Match the review language or always use a selected language
- Avoid mentioning words: Prevent specific words or phrases from appearing in replies
- Ask to update rating: Choose whether AI asks users to update their rating
- Signature: Add or remove a signature in replies
- Custom text: Team and Enterprise plans also include a Custom text field for advanced instructions in free-form text. Custom text always takes priority over selector settings.
Tips to customize AI Replies
Tip #1 — Start with selectors first
Selectors cover the most common customization scenarios and are usually enough to create consistent replies.
Examples:
- Use a formal tone
- Avoid emojis
- Ask users for more details
- Add a support escalation message
Tip #2 — Use Custom text only for advanced rules
If you're on a Team or Enterprise plan and need stricter or highly specific behavior, use the Custom text field.
Example:
- Always mention feature requests separately from bug reports
- Never promise compensation
- Include a specific support email in every reply
Tip #3 — Avoid conflicting instructions
If Custom text conflicts with selector settings, AI prioritizes the Custom text field.
Tip #4 — Prefer one language per style
For best results, avoid mixing multiple languages in Custom text instructions.
Tip #5 — Usernames are not included by default
If you want replies to include usernames, configure it through the Greeting selector.
If you do not want usernames included, select a greeting option without usernames.