Review replies

Whenever the AI automatically submits a reply to the guest review, a notification will be saved in the Notifications Center to keep track of all the activities, and to eventually see the content of the reply.

This is an example of how a notification for an automatic reply to a guest review looks like:

It is also possible to configure the AI in a way to prevent automatic replies to negative guest reviews from being submitted.

A guest review is considered as "negative" when the overall score is less than or equal to 5 points over 10. By turning on the apposite configuration setting for the AI channel in Vik Channel Manager, the automatic replies to guest reviews will only be submitted for "sufficient" guest reviews with an overall score equal to or greater than 6 points over 10.

By using the apposite admin-widget called "Guest Reviews", you can browse all of the guest reviews received for OTA reservations, as well as the ones that were eventually submitted through VikBooking for your website direct bookings.

Guest reviews often allow to submit a reply, no matter what was the review score (positive or negative). In this case, the admin-widget will display a text-area field at the bottom of the page, from which you can type in the manual reply for the guest review. Next to the typing area, you will also find the button to generate the reply through AI, and the AI model will take into account the content of the guest review as well as the global score, so that the reply can be properly generated according to how good or bad the review was.

This is how it looks like in VikBooking: