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AI Reputation Specialist Setup: Service Expectations

Note: Reputation AI Premium is required to receive this service.

The AI Reputation Specialist Setup is a done-for-you service where our experts configure, train, and launch the AI Reputation Specialist for your business. Our team handles all the technical configuration and customization, tailoring the setup to your specific business needs. The service focuses on configuring automated review responses, requesting new reviews, and managing reputation workflows.

What's included?​

One-time setup​

  • Onboarding and training call
  • Configure & train the AI Reputation Specialist
  • Set up automated review requests (SMS + email)
  • Enable automated AI-powered review responses
  • Install review display widgets
  • Align brand voice, templates, and messaging

Monthly service​

  • Adjustments to prompts, automations, and any AI employee feature updates
  • Responding to platforms outside of Google & Facebook*
  • Negative review approval workflow

Please note: For reviews outside of Google and Facebook, you may select up to five external platforms for us to support on your behalf, such as Yelp, YellowPages, Better Business Bureau, TripAdvisor, OpenTable, CarGuru, DealerRater, Expedia, CarFax, Zillow, and more. At this time, we're unable to respond to reviews on Indeed or Glassdoor.

The setup process​

The process involves a series of calls and configuration steps to get your AI Reputation Specialist running effectively.

1. Fulfillment form​

To ensure a smooth and efficient process, please fill out the fulfillment form with as much detail as possible. This will help streamline the entire experience.

  • Timeline: We'll review the order and start the process within 2 business days.

2. Onboarding & training call​

Our team of experts will lead an onboarding call to understand your business needs and how to adjust our reputation workflows to suit you. We will come to the call with your initial Reputation Specialist setup with your branding and customized review response style to adjust during the call. We will refine any additional knowledge sources and/or review response instructions together.

We will also train and walk you through the new workflow. Our team of experts will show you where you can find your reviews, review request emails and SMS templates, and where to modify the AI's review response instructions.

  • Timeline: An onboarding call can be booked in as little as 1 business day, depending on availability.
  • For U.S. Businesses: A2P registration is required to validate the business' use of SMS. Please be ready with your business legal information if you'd like to use SMS. Registration for A2P can take up to two weeks to complete.

3. AI Reputation Specialist setup​

Using the refinements during the onboarding call, we will finish setting up your AI Reputation Specialist and automations for requesting reviews. We will create a Net Promoter Score (NPS) workflow if desired and we can install a review display widget on your website.

  • Timeline: Your AI Reputation Specialist will be complete in 1 business day after the call.
  • Requirement: We require access to the backend of your website in order to install the review widget if desired.

4. 30-day check-in call​

This call will be used to look at the review responses generated, determine what knowledge or custom instructions need to be updated or refined, and ensure that your AI Reputation Specialist is responding effectively.

Please note: Prior to this call, our team of experts will review 5-10 responses in order to provide recommendations for improvement and point out wins during the call.

  • Timeline: This call is optional and can be booked 3-4 weeks after the completion of your AI Reputation Specialist Setup.

5. Monthly support​

With monthly support, we make ongoing refinements to your AI Reputation Specialist as your business evolves. This includes updates to prompts, branding, automations, templates, integrations, and review management beyond Google and Facebook, with an optional approval workflow for negative reviews.

For reviews outside of Google and Facebook, you may select up to five external platforms below for us to support on your behalf.

  • Yelp
  • YellowPages
  • Better Business Bureau
  • TripAdvisor
  • OpenTable
  • CarGuru
  • DealerRater
  • Expedia
  • CarFax
  • Zillow
  • and more.

Please note: At this time, we're unable to respond to reviews on Indeed or Glassdoor.

Frequently asked questions (FAQs)​

What is the AI Reputation Specialist Setup service?

The AI Reputation Specialist Setup is a done-with-you service where our experts configure, train, and launch our AI Reputation Specialist for your business. The service focuses on automating review responses, requesting new reviews, and managing reputation workflows with minimal effort from your team.

Who is this service designed for?

This service is ideal for local businesses (and agencies serving local businesses) that want AI-powered review management without spending time on setup, integrations, or prompt tuning.

What languages does the AI Reputation Specialist respond in?

Any language that the review is left in, the AI employee will respond in the proper corresponding language. For all reviews outside of Google & Facebook, our team can only respond in English.

What is A2P and what information do you need from me in order to set it up?

A2P stands for Application-to-Person messaging, and is required by businesses who send text messages to their customers in the US. We will need the following information from you in order to set it up:

  • Legal Business Name
  • Business Category
  • Business Type
  • Country/Region
  • Business Registration Number
  • Address
  • Website or a Link to an Online Listing

We will also need the following information for an Authorized Business Representative:

  • First and Last Name
  • Job Position
  • Title
  • Email
  • Phone Number
I don't have an EIN for my business. Can you still set up A2P?

Unfortunately, this is a limitation of our SMS provider and we are unable to use a SIN/SSN instead of the EIN at this time. Our team is aware of this limitation and is looking into solutions to ensure you are still able to manage SMS conversations with your customers.

Is Reputation AI required to use this service?

Yes. Reputation AI Premium is required in order to receive the AI Reputation Specialist Setup service.

What happens after I place an order?

After ordering, you'll complete a fulfillment form and then book an onboarding call. Our team reviews your information, prepares an initial setup, and refines everything with you during the call.

Which review platforms does the AI employee respond to automatically?

The AI Reputation Specialist can automatically respond to Google and Facebook reviews using your branded tone and custom instructions. Outside of these platforms, you may choose up to five external sources and our team will respond on your behalf.

Does the AI Reputation Specialist handle positive and negative reviews differently?

Yes. During setup, we configure best practices for responding to different star ratings, including routing negative feedback appropriately and encouraging satisfied customers to leave reviews. From an SEO perspective, review responses signal to search engines that your business is active, trustworthy, and engaged with customers. 5-star reviews are an opportunity to celebrate what's working well with warm, appreciative responses that reinforce positive keywords, services, and experiences. Negative reviews require a more strategic approach—responses focus on empathy, professionalism, and briefly acknowledging the concern before inviting the conversation offline to limit public exposure while still showing care and accountability.

Can your team request new reviews from my customers?

Yes. The service includes automated review request workflows via email and SMS, as well as optional Net Promoter Score (NPS) routing to encourage positive reviews. We can connect your point of sale (POS) system for automated review requests, or set up workflows using contact list uploads, custom field triggers, or pipeline stage triggers.

Can I change how the AI responds to reviews later?

Yes. You or our team can update instructions, tone, and templates at any time. Our support also includes prompt refinements and ongoing adjustments as needed.

Can you install a review widget on my site?

Yes, as long as we have backend access to your website, our team will install and configure the review display widget for you.

Can I use SMS and email with the AI Reputation Specialist?

Yes. Email is available for all businesses, and SMS is available for Canadian and U.S. businesses.

What kind of support is included after setup?

Monthly support includes adjustments to prompts, workflow refinements and new feature additions, as well as ongoing management of reviews outside Google and Facebook. These updates are intended to refine and improve what's already been set up, focusing on adjustments and enhancements to existing prompts, automations, and templates rather than the creation of entirely new systems.