Overview
AI Reply Styles (previously called Custom Instructions) help you customize AI-generated replies. 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
- Access to the Custom text field for advanced instructions (the Custom text field has the highest priority and overrides selector behavior if there is a conflict).
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 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.