Review Replies

Plan availability: Review monitoring and AI-drafted review replies are included on Whole Presence. One-Pager and Full Site do not include review management.

On Whole Presence, Omnovo drafts replies to your Google and Facebook reviews. You approve, we publish. Over time, the autonomy dial lets you hand more of that off to Omnovo entirely.

How Review Replies Get Drafted

When a new Google or Facebook review comes in, our daily 6 AM review sync picks it up. The Review Reply agent drafts a response, automatically matched in tone to the rating:

1–2 stars — apologetic, takes ownership, offers to make it right
3 stars — professional, thanks the reviewer, addresses the feedback
4–5 stars — warm, specific, mentions something from the review

Drafts cap at 500 characters. They go into your approval queue.

Approving (And Editing) Drafts

You can approve drafts two ways:

From the email — one tap, no login required (magic link).
From the dashboard — Reputation → Reviews. Swipe right to approve, left to hold.

To edit, tap a word and rewrite it inline. The rest of the draft stays approved. To reject, tell us why (10 character minimum). The reason gets fed back to the AI for the next round of drafts.

Batch Approval

If you trust the batch, tap Approve all. Goes faster.

The Autonomy Dial

Once you have approved enough replies, you can turn on the autonomy dial in Settings → Autonomy. This is the bridge from “approve everything manually” to “let it run.”

Content type	Manual	Auto with countdown	Full auto
Review replies (3–5 stars)	You approve each one	3-day countdown	Auto-publish, weekly summary
Review replies (1–2 stars)	Always manual	Always manual	Always manual
Site copy updates	You approve each one	3-day countdown	Auto-publish, weekly summary

What never auto-publishes, no matter what:

Replies to 1–2 star reviews (too important to get wrong)
Anything mentioning prices, discounts, or guarantees
Anything tagged high-risk by content classification
Legal copy

You can always pause the dial, tighten it, or roll back to full manual. The control is yours.

What If A Reply Fails To Publish

Sometimes a platform rate-limits us or an OAuth token expires. When that happens:

We retry up to 3 times with exponential backoff
If it still fails, we mark it failed and notify you
You see the reason in Reputation → Reviews → Failed

Most failures are reconnect-required (your Google or Facebook token expired). Reconnect from Settings → Integrations and we will retry.

The Weekly Summary

Once auto-publish is on, you get a weekly “Here is what went out” email every Monday at 9 AM. Quick recap, links to view what published. No surprises.