Reply to Your Google and Yelp Reviews with AI
From Line Check AI. Leak: REVIEWS. Setup time: about 20 minutes. After that: about 15 minutes a week.
What you'll get: every review gets a warm, specific, human-sounding reply within a few days, without you staring at a blank box after a 12-hour shift.
Formats in this playbook:
- Written step-by-step guide (with copy-paste prompts)
- 60-90 second video script
- AI chat coach system prompt
Tools and steps were checked October 19, 2026. These products change often, so if a button has moved, the help links below will have the current version.
Part 1: The Written Guide
Why bother?
Reviews are the first thing a lot of new customers read about you, and your replies are public. Every reply speaks to the reviewer and to everyone deciding whether to eat at your place tonight. Google and Yelp both tell owners to reply, keep replies short and personal, and handle complaints calmly:
- Google: Manage customer reviews and Get Google reviews / reply tips
- Yelp: How do I respond to reviews of my business? and Tips for responding to reviews on Yelp
The tools (all real and available now)
| Tool | What it does here | Cost | Link |
|---|---|---|---|
| Google Business Profile | Where you read and reply to Google reviews. Your profile must be verified. | Free | Help: reply to reviews |
| Yelp for Business (website or app) | Where you reply to Yelp reviews. You need a claimed page, an approved profile photo, and an approved account name. | Free to claim | Help: respond to reviews |
| ChatGPT, using a "Project" | Saves your restaurant's details and reply rules once so every draft sounds like you. Projects are available on the free plan. | Free plan works | Projects in ChatGPT |
| Claude, using a "Project" (an alternative to ChatGPT) | Same idea: set the project instructions once. Free accounts can make up to 5 projects. | Free plan works | Claude: create and manage projects, personalization and limits |
| Gemini connected to your Google Business Profile (optional) | Can pull your Google reviews, summarize them, and draft replies right in Gemini. Requirements: you manage only one verified profile, use a personal (not work or school) Google account, and have Keep Activity turned on. Not available in every country. | Free | Google help: Manage your Business Profile with the Gemini web app |
| Google's "Reply to reviews with AI" button (if you see it) | Google has been testing a built-in AI reply suggestion. Only some accounts have it. | Free | Search Engine Land report, Mar 2026 |
| Birdeye (upgrade path, for busy or multi-location places) | Paid software that collects Google and Yelp reviews in one inbox and drafts AI replies. Its "Review Response Agent" can auto-post replies to happy reviews and hold critical ones for you to approve. | Paid, ask them for a quote | Birdeye AI-assisted responses, Review Response Agent |
Our recommendation for most owners: start free with ChatGPT or Claude plus copy-paste. It works for both Google and Yelp, and you stay in control. Consider Birdeye or something like it only once you're getting more reviews than you can handle in 15 minutes a week.
The golden rules (before you touch AI)
- You approve every reply. AI writes the first draft. You hit "Reply."
- Never make anything up. If the AI mentions a dish, a staff member, a refund, or a fix that isn't true, delete it.
- Never share private information about a guest (their order history, phone number, or what happened at the table) in a public reply. Google says this directly.
- No deals in exchange for reviews, and don't offer freebies in public replies. Google says replies should be "a friend, not a salesperson," and both platforms prohibit incentivized reviews.
- Short wins. 2-4 sentences for happy reviews, 3-5 for unhappy ones.
- Sign it with your first name ("– Maria, owner"). Google suggests signing replies so they feel real.
- Angry? Wait an hour. Then use the AI. It doesn't get defensive.
Step 1: Set up your "Review Reply" project (one time, 10 minutes)
In ChatGPT: open Projects in the left menu → create a new project called "Review Replies" → click the ••• menu → Project settings → paste the setup prompt below into the instructions box. (How-to)
In Claude: create a project → click "Set project instructions" → paste the same setup prompt. (How-to)
📋 Copy-paste prompt #1: Project setup (fill in the brackets)
You write replies to customer reviews for my restaurant. I will paste a review; you give me a ready-to-post reply.
ABOUT US
- Restaurant name: [NAME]
- What we serve / vibe: [e.g., family-run taqueria, casual, counter service]
- Owner name to sign with: [FIRST NAME], owner
- Things we're proud of: [e.g., handmade tortillas, 20-year-old family recipes]
- Best way for unhappy guests to reach us privately: [email or phone]
- Words/tone we like: [e.g., warm, casual, a little playful]
- Words/tone to avoid: [e.g., "valued customer", corporate language, exclamation overload]
RULES
- Write 2-4 sentences for positive reviews, 3-5 for negative or mixed.
- Mention one specific detail from the review so it doesn't sound copy-pasted.
- Never invent facts, dishes, staff names, refunds, or promises that aren't in the review or in ABOUT US.
- Never mention private details about the guest's visit, order, or identity.
- Never offer discounts, freebies, or anything in exchange for reviews.
- Never argue, blame the guest, or sound defensive.
- For negative reviews: thank them, acknowledge the specific problem, apologize where it makes sense, say briefly what we're doing about it ONLY if I tell you, and invite them to contact us privately.
- Don't start every reply the same way. Vary openings.
- Sign every reply: "– [FIRST NAME], owner"
- After the reply, add one line starting with "CHECK:" listing anything I should verify before posting (or "CHECK: nothing to verify").
Step 2: Your weekly 15-minute routine
- Pick a time, for example Tuesday at 3 pm, the slowest hour of the slowest day.
- Open your Google reviews: go to your Business Profile → Read reviews. (steps)
- Open your Yelp reviews: Yelp for Business website → Reviews in the left menu, or in the app tap More → Reviews. (steps)
- Copy each new review and paste it into your Review Replies project using prompt #2 or #3 below. You can paste several at once.
- Read the draft and its CHECK line. Fix anything that isn't true and add a personal touch if you like.
- Post it:
- Google: click Reply → paste → Reply. Google checks replies before they show up, usually within about 10 minutes, though it can sometimes take longer. You can edit or delete your reply later.
- Yelp: click Respond for a public reply (Yelp recommends starting here), then paste and click the arrow. For complaints, you can also send a Direct Message to work things out privately. For 4-5 star reviews in a hurry, Yelp's "Thank" button sends a quick private thank-you, but a personal public reply is better.
- Flag the fakes. If a review breaks the platform's rules (spam, someone who never visited, hate speech), report it instead of arguing. (Google · Yelp moderation)
Step 3: Copy-paste prompts for every situation
📋 Prompt #2: Happy review (4-5 stars)
Write a reply to this positive review. Mention the specific thing they loved. Keep it to 2-3 sentences.
Platform: [Google / Yelp]
Reviewer first name (if shown): [NAME]
Review: """[PASTE REVIEW]"""
📋 Prompt #3: Unhappy review (1-3 stars)
Write a reply to this negative review. Stay calm and kind. Acknowledge their specific complaint, apologize where it makes sense, and invite them to contact us privately at [EMAIL/PHONE].
What actually happened on our side (only use this, don't invent): [e.g., "we were short-staffed that Saturday" / "I don't know yet"]
What we're doing about it (leave blank if nothing): [e.g., "added a second person on the register Fridays"]
Platform: [Google / Yelp]
Review: """[PASTE REVIEW]"""
📋 Prompt #4: Mixed review ("food was great, service was slow")
Write a reply to this mixed review. Thank them for the good part first (be specific), then own the problem part briefly without excuses. 3-4 sentences.
Review: """[PASTE REVIEW]"""
📋 Prompt #5: Batch mode (several reviews at once)
Here are several reviews. For each one, write a reply following the project rules. Number them to match. Vary the openings so no two start the same way.
1. """[REVIEW]"""
2. """[REVIEW]"""
3. """[REVIEW]"""
📋 Prompt #6: Yelp private follow-up message (after a public reply)
Write a short, friendly private direct message to this Yelp reviewer, to send after our public reply. Ask one question to understand what went wrong, and offer a way to talk (phone or email: [CONTACT]). Do not offer anything in exchange for changing their review. 3-4 sentences.
Review: """[PASTE REVIEW]"""
📋 Prompt #7: "I'm furious, help me not say something I'll regret"
I'm really upset about this review and want to reply. Here's what I WANT to say: """[VENT HERE]"""
Turn it into a calm, professional public reply that a future customer would respect. Keep any fair point I'm making, drop anything defensive or personal. Then tell me in one line if you think I should reply publicly at all, or just report it / message privately.
Review: """[PASTE REVIEW]"""
📋 Prompt #8: Monthly "what are reviews telling me?" summary
Here are this month's reviews. Summarize: (1) top 3 things guests love, (2) top 3 complaints, with how often each came up, (3) one fix I could make this month that would address the most complaints. Plain language, bullet points.
"""[PASTE ALL REVIEWS]"""
Optional: let Gemini pull your Google reviews for you
If you qualify (you manage one verified Google profile, use a personal Google account, and have Keep Activity on), go to gemini.google.com and ask something like:
@Google Business Profile show me my reviews from the last 2 weeks that I haven't replied to, and draft a short reply to each one following these rules: [paste the RULES section from Prompt #1]
Read each draft before anything goes live. (Google's instructions) This works for Google only. For Yelp, keep using copy-paste.
Before-and-after example
Review (2 stars, Google): "Tacos were amazing but we waited 40 minutes on a Friday and nobody told us why."
❌ Generic reply: "Thank you for your feedback! We value all our customers and hope to see you again soon!"
✅ AI-drafted, owner-checked reply: "Thanks for coming in, and I'm glad the tacos hit the spot. A 40-minute wait with no word from us isn't okay, and I'm sorry. We were short a cook that night, and we're now letting guests know up front when the kitchen is backed up. If you'd give us another shot, email me at [email]. – Maria, owner"
(The "short a cook" detail is in there only because the owner typed it into the prompt. The AI didn't make it up.)
Your checklist
- Google Business Profile verified; I can see Read reviews
- Yelp page claimed, with an approved photo and account name
- Review Replies project set up in ChatGPT or Claude using Prompt #1
- Weekly 15-minute review time on the calendar
- Replied to every review from the last 30 days
- Ran Prompt #8 once this month
Part 2: Video Script (about 75 seconds)
Format: phone video, owner or host on camera in a restaurant, with screen recordings cut in. Captions on.
| Time | On screen | Voiceover / on camera |
|---|---|---|
| 0:00–0:06 | Host behind a counter, holding a phone | "Got reviews sitting there with no reply? Here's how to answer a week of them in 15 minutes, with AI." |
| 0:06–0:15 | Google review list, several with no reply | "Your replies are public. They're not just for the reviewer. They're for everyone deciding where to eat tonight." |
| 0:15–0:28 | Screen: ChatGPT, creating a Project and pasting instructions | "Step one, one time only: make a project in ChatGPT or Claude. Both have free plans. Paste in our setup prompt with your restaurant name, your vibe, and how you sign off. Now it writes like you." |
| 0:28–0:42 | Screen: copy a review from Google, paste it, get a draft | "Step two: copy a review, paste it in, and get a reply that mentions what they actually said. Bad review? Tell it what really happened and it stays calm, so you don't have to." |
| 0:42–0:55 | Screen: Google Reply box, then Yelp Respond and Direct Message | "Step three: read it, fix anything that isn't true, then post. On Google, hit Reply. On Yelp, reply publicly first, then send a private message if you need to sort something out." |
| 0:55–1:05 | Host on camera, holding up three fingers | "Three rules: you approve every reply, never make anything up, and never offer freebies for reviews." |
| 1:05–1:15 | End card: "Line Check AI: free 5-minute checkup" with the URL | "Want to know where else your restaurant's leaking money? Take our free five-minute checkup. The link's right here." |
Part 3: AI Chat Coach System Prompt
Members paste this into a ChatGPT or Claude Project as the project instructions, or we load it into our own coach later. It's built from the guide above.
You are "Review Coach," a friendly, practical helper from Line Check AI. You help busy, non-technical restaurant owners reply to their Google and Yelp reviews using AI, and you write the replies with them.
WHO YOU'RE TALKING TO
- Independent restaurant owners and managers. Busy, often on a phone, often skeptical of tech. Use plain words, short sentences, and no jargon. Never make them feel dumb.
YOUR JOBS
1. Get them set up (once): collect restaurant name, cuisine/vibe, owner first name for sign-off, things they're proud of, private contact method (email/phone), tone they like, words to avoid. Ask these a few at a time, not all at once. Save them and use them in every reply.
2. Draft replies: when they paste a review, return a ready-to-post reply, then a line "CHECK:" listing anything they must verify (or "CHECK: nothing to verify").
3. Teach the workflow when asked:
- Google: Business Profile → Read reviews → Reply → paste → Reply. Must be verified. Google reviews replies before they appear (usually ~10 minutes, sometimes longer). Replies can be edited or deleted later.
- Yelp: Yelp for Business → Reviews → Respond (public) and/or Direct Message (private). App: More → Reviews. Needs a claimed page with approved profile photo and account name. "Thank" button = quick private thanks for 4-5 star reviews.
- Optional: eligible owners (one verified profile, personal Google account, Keep Activity on) can connect Google Business Profile to the Gemini web app to pull reviews and draft replies. Not available for every account or region.
- Paid upgrade for high volume: tools like Birdeye can collect reviews and draft or auto-post replies. Recommend holding critical reviews for human approval.
- Fake or rule-breaking reviews: report them through the platform instead of arguing.
4. Coach the weekly habit: suggest one fixed 15-minute slot per week, batch replies, and a monthly review summary (top loves, top complaints, one fix).
REPLY RULES (always follow)
- Positive: 2-4 sentences. Negative/mixed: 3-5 sentences.
- Mention one specific detail from the review.
- Vary openings; never sound copy-pasted. Avoid "valued customer" and corporate phrases.
- Sign with "– [FIRST NAME], owner" (or their chosen sign-off).
- Negative reviews: thank, acknowledge the specific issue, apologize where it makes sense, mention a fix ONLY if the owner provided one, invite private contact.
- Mixed reviews: thank for the good part first, then own the problem briefly.
HARD LIMITS (never break)
- Never invent facts, dishes, staff names, causes, refunds, or promises. If you need info, ask: "What actually happened on your side?" If they don't know, write a reply that doesn't claim a cause.
- Never include private guest details (orders, phone numbers, visit details beyond what the reviewer posted).
- Never suggest offering discounts, freebies, or anything in exchange for posting, changing, or removing a review. Both Google and Yelp prohibit review incentives. If asked, explain kindly and offer a compliant alternative (e.g., a sincere private message inviting them to talk).
- Never write fake reviews or replies pretending to be a customer. Refuse politely.
- Never encourage arguing with or exposing a reviewer.
- You cannot post replies yourself; the owner always reads and posts.
- Don't make up statistics about reviews or revenue. If asked "how much does this matter," say it varies and point them to their own numbers (e.g., Prompt-style monthly summary) and to Line Check AI.
- If a review mentions food safety, illness, injury, discrimination, or legal threats: draft a short, calm, non-admitting reply that invites private contact, and tell the owner to handle it directly and consider talking to their insurer or a lawyer before saying more.
STYLE
- Warm, plain-spoken, encouraging, a little humor is fine. Keep your own messages short. Offer the next step at the end ("Want me to do the next one?").
- If the owner is upset, acknowledge it in one line, then help them write the calm version. Offer to tell them honestly whether replying publicly is worth it.
FIRST MESSAGE
If setup info is missing, open with: "Hi! I'm your Review Coach. Paste a review and I'll draft a reply. But first, what's your restaurant called, and what name should I sign replies with?"
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