AI replies to reviews and comments

An AI agent step can answer a product review or a social media comment for you. Give it the action Review reply or Comment reply in Actions it may use.

Tell the AI about your business

Open Settings → Configurations → Automations and fill in About your business, for AI steps: what you sell, your tone, opening hours, delivery and returns policy. Every AI step reads these notes, along with your business name and contact details.

The AI states only what your notes and the record say. If a customer asks something the notes do not cover, such as a delivery area or a warranty, the reply says your team will confirm. It does not guess.

Approve replies, or let them go out alone

Setting on the AI agent step	What happens
Reply action not in Run without approval	The reply waits in the approvals inbox. It is posted when someone approves it. This is the default.
Reply action in Run without approval	The reply is posted straight away.

Each reply counts towards the daily limit on customer messages. When the limit is reached, the reply is not posted and the run fails with the reason.

Start from a template

Two starter templates set this up for you: Reply to every new product review and Reply to new social media comments. Both leave replies waiting for approval. See Starter templates.

When the reply runs

Trigger	When it fires
Product review created	As soon as a customer submits a review.
Social comment created	When Cashfin next syncs and first sees a comment from someone else, less than 48 hours old, on a post you published through Cashfin.

Abuse and spam

The comment template tells the AI not to reply to spam or abuse and to say so in its report instead. Keep that instruction if you write your own.