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Alex drafts responses to reviews that meet your configured response criteria. All responses require your approval before posting publicly. Alex never posts autonomously.

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What triggers a response draft

By default, Alex drafts responses for all negative reviews (1–3 stars) and for positive reviews that ask a question or mention a specific product feature worth acknowledging. You can adjust the trigger criteria in Alex’s settings.

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Reviewing a response draft

In your Awaiting You queue, each response shows the original review, the draft response, and Alex’s reasoning. You approve as written, edit, or reject. If you edit frequently, update your response guidelines in Alex’s settings to reduce the need for edits.

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Response guidelines

In Alex’s settings panel, you can configure: brand tone (formal, conversational), topics to always acknowledge vs. deflect, escalation keywords that bypass the standard response flow, and response length preferences.