Replying to customer reviews helps you build stronger relationships, demonstrate attentiveness, and turn feedback into growth opportunities. With Okendo, you can reply manually or use AI to generate natural, on-brand replies.

In this article, you will learn about:

The reply editor can be accessed in multiple ways.

To respond to a review, navigate to Reviews> Moderation in your Okendo admin panel, locate the review you want to respond to, and click Reply to open the reply editor.

Navigating to the review details page can be done via the moderation page by clicking the Details button or by selecting a specific review from the reviews list on the product page.

From here, you can choose to type your own response or generate one using AI.

You have multiple options for how you want to respond to reviews, including manual or using AI to suggest responses.

To reply to a review, type your response directly into the text box.

Use the checkboxes to decide the publishing state of the response:

Click Save when you’re ready to publish and see the response on your storefront.

For replies where you have opted not to make the review visible to the customer. The response will display a "padlock icon"in the admin panel.

AI replies are trained on your past responses, adapting to your tone of voice and making it faster to handle both positive feedback and sensitive situations like 1-star reviews.

AI replies save time by drafting natural responses based on:

To generate an AI reply:

On the reply editor, click the button "Suggest AI Reply".

The text box will now populate with an AI-suggested draft.

You can now review the draft. If you wish you can either directly edit the draft or regenerate a new version. There is no limit on how many versions you can generate.

Once you are happy with the response, follow the same steps as manually responding to a review and publishing.

Start by writing several manual replies first. This gives the AI context to learn your preferred tone and phrasing.

For negative reviews, consider adding an action step (e.g., invite them to contact support or offer a resolution). AI can help suggest these actions, but your input ensures they feel genuine.

Use AI as a time-saver, not a replacement — your personal touch builds trust.

It is possible to either edit or delete a reply. Follow these steps:

Locate the review that requires a reply to be edited or deleted.
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Click Edit Reply. Complete your edit and click Save.

or
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Click Edit Reply. Click Delete Reply.

When writing your replies, you can format the reply text using Markdown formatting.

Add a single asterisk around one or more words for *italics* or two asterisks for **bold**.

You can also add links to your replies. Simply type the link title in square brackets, followed by the link URL in circle brackets. For example, a link to Okendo would be included like this:

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