Replying

Draft with AI, refine it, edit it, and post. The customer never sees anything you did not approve.

The reply flow

Open a review and press Reply. The dialog shows the original review at the top so you are always answering the right thing, with a text box below it.

You can write the reply yourself, or:

Press Generate. ReviewHive drafts a reply using your organization's AI Studio settings: tone, length, signature, your standing instructions and, if you have one, your learned voice.
Refine it. Warmer, Shorter and More formal rework the draft in one press. For anything else, type an instruction such as "mention we have fixed the booking system" or "do not apologise twice".
Edit freely. The draft is just text in a box, so change any word of it.
Press Post reply.

The reply is published to the provider under your own business account, and the review moves to Replied in the inbox.

Nothing posts by itself

There is no auto-reply in ReviewHive, and there will not be one. Every reply that reaches a customer was read and sent by a person in your organization. AI drafts, humans publish.

Tripadvisor

Tripadvisor provides no way to post a response through its API. For a Tripadvisor review the inbox shows a link straight to the review on Tripadvisor, where you can answer it. The next sync brings your response back into ReviewHive and marks the review as replied.

Google Play

Google rejects a reply longer than about 350 characters, and strips any HTML formatting.

The counter under the composer turns amber as you approach the limit and red past it, and Send reply stays disabled until you are under. This is a real refusal at Google rather than a house rule, so there is no way to override it.

AI drafts for a Play review are written to fit from the start, and the Shorter refinement aims at the limit rather than simply trimming. If a draft still comes back too long, generate again — ReviewHive never truncates a reply mid-sentence to make it fit, because a cut-off sentence published under your name is worse than no reply.

Your other sources are unaffected by this limit.

App Store Connect

App Store Connect allows exactly one response per review, and posting again replaces it — which is what editing a reply here already does.

Apple queues responses before publishing, so expect a few hours between sending and the reply appearing on the App Store. ReviewHive marks the review as Replied immediately, so you do not answer it twice.

If replying starts failing with a message about your API key's role, someone has changed or revoked the key in App Store Connect. See Connect App Store Connect.

Editing a reply

Change a published reply the same way. Open the review, edit the text, and post again. It replaces the previous one at the provider.

If posting fails

The usual cause is expired or revoked access at the provider, after someone changed a password or a Page role. Reconnect the review source and try again. Your draft is not lost if you keep the dialog open, and the review stays in Needs reply until a reply actually lands.