AI prompt to respond to online reviews

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Below is a ready-to-copy prompt to respond to online reviews, a detailed version that asks you clarifying questions first, and 2 specialized AI tools (Podium and Birdeye) with instructions for this task. It also works in ChatGPT, Claude, Gemini or Copilot.

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The prompt

Write a professional reply to a 2-star Google review complaining about slow callbacks. Apologize, avoid any policy or personal details, and invite them to contact the office manager directly.

Detailed version (asks clarifying questions first)

Act as an experienced assistant to a licensed insurance agent. Before answering, ask me up to 3 clarifying questions (the audience, the channel and your agency's voice). Then complete this task, and finish with a short checklist of statements I should verify with my compliance team.

Task: Write a professional reply to a 2-star Google review complaining about slow callbacks. Apologize, avoid any policy or personal details, and invite them to contact the office manager directly.

What a good result looks like

Good review responses are short and specific: thank positive reviewers by first name with a detail from their review, and answer negative reviews calmly, apologize for the experience and invite them to contact the office manager directly.

Common mistakes and watch-outs

Never confirm someone is a client or mention policy or claim details in a public reply; that can breach privacy rules. Don't argue or offer incentives to change a review. Podium or Birdeye can help manage responses; Grammarly can help keep the tone calm.

How to adapt the prompt

Write responses for neutral reviews and reviews that are clearly not about your agency. Ask for three variations so responses don't all sound the same.

EXAMPLE output (placeholder data, not a real client)

Positive:
"Thank you, [First Name]! We're so glad [Staff Name] could help. We appreciate you taking the time to share this."

Negative:
"Thank you for your feedback. We're sorry your experience didn't meet expectations. We'd like to make it right. Please contact [Office Manager Name] at [Phone] or [Email]."

(No policy or personal details in public replies.)

How to use it

Copy the prompt. Copy the short prompt above, or the detailed version if you want the AI to ask clarifying questions first.
Add your details. Add the details for your situation (line of business, audience, tone). Keep it de-identified; never paste client personal information.
Run it in the right tool. Paste it into ChatGPT, Claude, Gemini or Copilot, or use Podium and Birdeye as described below.
Review before you use it. Don't confirm someone is a client or share policy details in a public review reply. Check every fact, name and number yourself.
Take the next step. Next, see: Collect client testimonials.

Best AI tools for this task

Specialized tools first, ordered by fit for this task (never by payout), then any general AI assistant.

Podium site ↗

AI-powered online review and reputation management (Podium Reviews), part of Podium's AI lead management platform.

How to use it

Use Podium Reviews to see new reviews in one inbox and reply from there (no policy or personal details in replies).

Birdeye site ↗

AI review management platform, with AI tools for listings and social for local businesses.

How to use it

Monitor and respond to reviews across sites from Birdeye's review management dashboard.

Any AI assistant

ChatGPT Claude Google Gemini Microsoft Copilot

Paste the prompt above (short or detailed) into any of these.

Before you use it

Don't confirm someone is a client or share policy details in a public review reply.
Never paste client personal information (names, policy numbers, health or financial details) into AI tools your agency hasn't approved.
Review every AI output for accuracy and compliance before you use it.

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