Your online reputation directly affects whether potential customers choose your business over a competitor. Responding to reviews, both positive and negative, signals to customers and search engines that your business is active, engaged and trustworthy. Thryv® monitors your reviews across online review sites and surfaces them in one dashboard, so you never miss a mention. When you're not sure what to say, the built-in AI response tool helps you craft a professional, on-brand reply in seconds.

This article covers launching and completing the in-app guided walkthrough for the Reputation tab, including how to use the AI tool to respond to online reviews. It does not cover setting up your listing profile, requesting new reviews from customers, or connecting additional review platforms.

Why Responding to Reviews Grows Your Business

Businesses that respond to online reviews consistently earn more trust from potential customers than those that don't. A timely, professional response to a negative review can turn a frustrated customer into a loyal one, and shows prospective customers that your business takes feedback seriously. Responding to positive reviews reinforces customer loyalty and encourages repeat business. Thryv® consolidates reviews from across the web into the Reputation tab so you can monitor and respond to every review without logging in to multiple platforms. The AI response tool removes the guesswork from writing replies by generating response suggestions tailored to the tone and content of each review.

How to Complete the Guided Walkthrough

The guided walkthrough moves through the Reputation tab in sequence, introducing each key feature including review monitoring and AI-assisted responses. To advance through the tour, click the Next button on each walkthrough window that appears on your screen. As the walkthrough progresses, blue dots will appear on specific areas of the Reputation dashboard, click each blue dot to interact with that section and try it for yourself. Each blue dot corresponds to a specific feature, such as viewing an incoming review, selecting the AI response tool, or posting a reply. Complete each prompted step before advancing to the next walkthrough window. 

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How the AI Review Response Tool Works

The AI review response tool generates a suggested reply based on the content and tone of the review you are responding to. To use the AI tool, open the Reputation tab and click on the review you want to respond to. Click the AI Response button to generate a suggested reply. The AI response tool will display a draft response in the reply field, review the suggested text, edit the response as needed to match your voice and click Post Reply to publish the response to the review platform. You can generate a new AI suggestion at any time by clicking the AI Response button again. Thryv® does not post AI-generated replies automatically, every response requires your review and approval before publishing.

Frequently Asked Questions

Which review platforms does Thryv monitor in the Reputation tab? 

The Reputation tab monitors reviews from major online review platforms connected to your Thryv® listing profile. The specific platforms available depend on your listing profile setup. To learn how to connect and manage your listing profile, see Manage Your Online Listings.

Does Thryv post AI-generated review responses automatically? 

No. Thryv® does not post any review response without your approval. After the AI response tool generates a suggested reply, you must review the text, make any edits, and click the Post Reply button to publish the response manually.