What is on the screen
Four groups, in this order.Collect
Two things that run independently of each other:- Guest review collection — whether your AI staff ask a verified guest for a star rating inside a chat or a call. It has no channel of its own; it happens in the conversation the guest is already having.
- Post-checkout survey — its own switch, independent of the one above: after checkout, a short review request goes out. This is what the delivery channel (SMS or email) and Send it after belong to.
Reply
The default tone, response length and response language applied to every draft on Response AI, a signature applied to every generated response, and a reply mode — including whether anything is posted automatically. Your Google connection lives in this group, because replying to a published review is what it is for: connect the account, then pick which of your business locations it points at. Its state is shown as Connected or Connection needs attention.Reputation
Your public standing over time, and the competitor hotels you are compared against on Analytics.Alerts
Low-rating alerts: the rating threshold that counts as low, which team members are notified, and over which notification channels. A daily email digest sits here too, with the hour it is sent and who receives it. A team member with no email address is shown as such rather than silently skipped.What you do here
1
Decide about the two ways of asking separately
One asks inside a conversation the guest started; the other goes out after they leave. Turning one on does not turn on the other.
2
Set Send it after deliberately
It belongs to the post-checkout survey. Too soon and the stay is not over; too late and the guest has moved on.
3
Name real people for low-rating alerts
An alert with nobody on it is a bad review nobody sees until somebody opens the inbox.
4
Set the tone once, here
If you are editing the same thing out of every draft, that belongs here rather than in each reply.
5
Connect Google under Reply, then pick your location
The connection is one step; choosing which of your business locations it points at is the next. It sits with replies because that is what it lets you do.
6
Set the digest hour to when your team is at work
Pick the time somebody is actually going to read it.