Replying to a Google review means posting a message under the review on behalf of your business: thanking, clearing up a misunderstanding or offering a fix. Tom, Dropapost's review agent, writes three replies from the review, its rating and the tone you pick.
Your suggestions will show up here
Fill in the form and click “Generate”: three variations arrive in a few seconds.
Copy the review text from your Google profile and set its rating.
Professional or warm, plus your business name to sign the reply.
Tom suggests three replies; copy the best one and post it from your Google profile.
Connect your Google profile: Tom reads every new review, drafts the reply in your tone and shows it to you before it goes live. He also spots suspicious reviews and prepares the report.
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Two appointments cancelled at the last minute. I'm still waiting for a call back.
Hi Sophie, two reschedules in a row is far too many. Call us whenever you like, we'll lock in a firm date this week.
Google publishes its own recommendations for replying to reviews. They come down to a few rules, which Tom applies to every reply:
A five-star review deserves better than a “Thanks!” pasted everywhere. Pick up a detail from the review: it proves you read it.
Example: “Thank you Julie! So glad you enjoyed the sourdough, it comes out of the oven every morning at 7. See you soon at the shop. Mark, Martin's Bakery”
With a negative review, you're first answering the future customers who will read it. Acknowledge the problem, don't argue in public, offer to sort it out privately.
Example: “Hi Sophie, two appointments cancelled back to back is unacceptable and we're sorry. Call the salon whenever suits you: we'll book you a firm date this week. Claire, manager”
A copy-pasted template is easy to spot and suggests nobody reads reviews. A structure beats a fixed text: thank or acknowledge, pick up a detail, offer a next step.
SourcesGoogle Business Profile Help: write better review repliesGoogle Business Profile Help: manage customer reviews· Updated October 2026
Google advises replying when it's useful. In practice, reply to every negative review and as many positive ones as you can: people reading your profile see that you listen.
Acknowledge the problem, apologise if it's real, stay factual and offer to sort it out privately (phone, email). Never attack the person or share private details.
Thank them by name, pick up a detail from the review and sign: “Thank you Julie! So glad you enjoyed the sourdough. See you soon, Mark”. The generator writes three from the actual review.
You can't delete a review yourself. You can report it if it breaks Google's policies (fake review, abusive language, conflict of interest), and reply in any case. In Dropapost, Tom spots suspicious reviews and prepares the report.
According to Google's Help Center, replies are reviewed before they go live: usually around ten minutes, sometimes up to 30 days.
Yes, a few replies a day are free with no sign-up. To have Tom reply to every new review on your profile, try Dropapost free for 7 days.
Yes, Google recommends it: your first name or initials make the reply human. Enter your business name in the generator and Tom includes it.
No. Tom drafts the reply; you read it, edit it if needed and post it to your profile in one click. A business reply is public, so the final call is yours.
Connect your Google profile: Tom reads every new review, drafts the reply and shows it to you before it goes live.
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