Brand voice.

The single biggest factor in reply quality is brand voice. The AI gets this right when you give it three things: a tone description, a sign-off, and optionally an owner display name.

Tone description

A 1–2 sentence brief on how your business sounds. Examples from the manual:

“Professional with warmth. Trusted advisor, not corporate spokesperson. Direct on issues, generous with thanks.”

“Casual and personable, like a neighbourhood shop. First-name friendly. Never stuffy.”

“Formal, expert and reassuring. Compliance-aware language; no slang.”

Sign-off

The phrase that ends every reply. Default: ”— The [Business Name] Team”. Common alternatives:

— Joe Martins, Owner
— The team at Bright Dental
With thanks, Sarah

Auto-analyze your past replies

Once you have at least three approved review responses, click Analyze my reviews in the Brand voice card. The AI reads up to 15 of your approved responses, extracts your tone patterns and writes a brand voice description into the Tone description field. Keep it, edit it or replace it before saving.

✓

Pro tip

Human-edited responses are used first by the analyser. The more you tweak AI drafts before approving, the better the analysis gets.

Owner display name

Found at Settings (top nav) → Business contact info. If you want replies signed personally (e.g. “Thanks again — Joe”), fill in the Owner display name field. The AI will use first-person language and reference you by name.

Business type (vertical)

Pick the closest match for your business: Home Services, B2B SaaS, Dental, Legal, Retail, Professional Services, Other. This makes vertical-specific template variables available.

For example, Home Services accounts get {{contact.service_type}} and {{sender.tech_name}} for personalisation. B2B SaaS accounts won’t see those — and the template linter warns you if you accidentally use a wrong-vertical variable.