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Set Up Smart Replies for Customer Reviews in Zenoti Hyperconnect

Smart Replies is an automated review response feature in Zenoti Hyperconnect that helps salons, spas, medspas, and fitness studios respond to customer reviews quickly and professionally. Instead of manually replying to every Google, Facebook, or Zenoti review, you can configure the system to send automatic responses—either using pre-written templates or AI-generated personalized replies. This ensures your business appears responsive, improves customer engagement, and supports your SEO efforts without adding to your staff's workload.

How to configure:

  1. Launch HyperConnect.

  2. Navigate to Reviews.

  3. To get started, enable Smart Replies and choose how responses should be handled.

  4. Select one of two timing options:

    • During business hours only: Smart replies will only be sent during your center's operating hours

    • Anytime: Replies will be sent immediately whenever a review is received, regardless of time

  5. Decide whether you want to review AI-generated replies before they're sent:

    • No, it's fine: AI-generated replies will be sent automatically without review

    • Yes, get my approval before sending: You will receive a notification to approve each AI-generated reply before it's posted. Select this option if you want more control over responses.

  6. Select the review channel and response types under Select channels and response types for smart replies. You will see checkboxes for each connected platform:

    • Zenoti

    • Facebook

    • Google

  7. Check the boxes next to the platforms where you want Smart Replies enabled.

    For each selected platform, choose between:

    • AI-generated: Context-aware responses created automatically based on the review content

    • Template-based: Predefined messages you create for positive and negative reviews

  8. If you selected AI-generated for any channel, scroll to the Configure AI-generated responses section.

    You will see the option to customize the brand tone and the length of the message.

    Select the brand tone from a dropdown menu with options including: Appreciative, Humble, and Neutral

    Choose the length preference from the dropdown: Short, Medium, Long .

    The system will use these settings to generate responses that match your brand voice.

  9. If you selected Template-based for any channel, scroll to the Fill template-based responses section. You will see the option for Recommendation Type.

    Positive: Enter your standard response for positive reviews. Example: Thank you for your positive feedback.

    Negative: Enter your standard response for negative reviews. Example: We apologize for your experience and are working to improve.

    These templates will be used automatically when reviews matching the sentiment are received.

  10. Save your settings.

    After configuring all options, save your Smart Replies settings. The system will now automatically respond to reviews based on your preferences.

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