AI Reply Generation
FigureOut's response engine is designed around Google's Gemini AI, delivering contextual, professional, and SEO-friendly reply drafts in response to incoming customer ratings. This guide provides a detailed operational breakdown of our prompt engineering parameters, review text safety shields, dynamic template fallback mechanisms, and guidelines on how to train your AI reply assistant to match your corporate brand tone.
1. The AI Reply Generation Mechanics
Instead of generating generic "Thank you for your business" templates, FigureOut leverages neural network processing to synthesize custom, review-specific responses. When a review is processed, the system retrieves listing parameters from the database, including the Business Name, Category keywords, and Workspace tone settings. It then constructs a structured prompt payload and dispatches it to the Google Gemini API.
2. Safety Shields and Prompt Injection Defense
FigureOut operates a dual-layer Safety Shield framework:
- Ingress Input Sanitization: Before review text is sent to the Gemini API, our backend parses the string for common system instruction keywords (such as
system prompt,ignore previous,override). If any suspicious phrases are found, the text is flagged and the review is routed away from AI generation. - Egress AI Output Validation: The generated output must pass a strict validation check. If the reply contains meta-language typical of LLMs (e.g.
Here is a response:,As an AI, I) or exceeds 250 characters, it is discarded. The system automatically falls back to a template-based response pre-configured for that star rating.
3. Configuring Your AI Brand Tone & Keywords
Navigate to the Automation page in your dashboard console to customize how the AI writes replies:
Choose between: Friendly, Professional, Formal, or Enthusiastic.
Provide localized SEO keywords. For example, a restaurant in Indiranagar might input: authentic pizza Indiranagar, best Italian food Bangalore.
Configure a standard support email or phone number. For any rating under 3 stars, the AI is constrained to provide a standard apology and direct the reviewer to resolve the issue offline.
4. Frequently Asked Questions
Q: Does Google penalize profiles that use AI for review replies?
No. Google's Merchant Policies permit the use of automation for business profile management, provided the content is accurate and respects standard review policies.
Q: Can I approve AI-generated drafts manually before they publish?
Yes. By default, auto-reply rules are turned off. The AI drafts are saved inside the Reviews inbox for your review. You can click "Approve" or edit the text before publishing.