It writes; it does not send. There is no publish button on this screen. The draft leaves it by being copied, which means every reply that reaches a guest was put there by a person.
What is on the screen
Two panels side by side. On the left, the review you are answering. You paste it in yourself, so this works for a review from anywhere — not only the ones already in your Inbox:
You also pick which of two drafters writes it, and they do not know the same things:
The screen picks for you from the rating — a 4 or 5 star review starts on Quick Reply, a 1 to 3 star review on Context-Aware Reply — and you can change it before generating.
On the right, the draft, with two controls: a tone selector with Regenerate, and Copy Response.
What you do here
1
Paste the review and set the rating
Both are required — the draft will not generate without them, because the rating changes what a good reply even looks like.
2
Choose the mode against what the reply needs to know
A short thank-you for five stars does not need your knowledge base. A complaint that has to be answered accurately does — use Context-Aware Reply there.
3
Add what neither mode can know
Neither mode can be relied on for something that happened this week — the lift being fixed last Tuesday. That goes in Additional Instructions.
4
Generate, then judge the whole thing
Read it as the guest would. If the voice is wrong, do not edit it sentence by sentence — pick a different tone and Regenerate.
5
Copy it where it needs to go
Copy Response puts the text on your clipboard. Paste it into the review site, your email, or wherever you are answering.