What Google says about owner replies to reviews

Google's help pages treat an owner reply as content that must follow Google's rules, just like a review. They say so directly: replies must follow its policies.¹ None of the Google pages saved for this site say anything about AI-written replies. So the rules below apply to a reply however it was drafted.

This page covers Google only. Other review sites have their own owner guidelines, and they differ. Find the site's help page for owners, read it, and note the date.

Who can reply

Before you can reply on Google, you must verify your business.² Reviews are also not offered in every country or for every business category, so the option may not be there for you.

What happens when you send a reply

Google checks replies before they show. Replies usually take up to 10 minutes to review, but sometimes a review can take up to 30 days.² If a reply isn't approved, Google asks you to edit it.

You'll see a short wait, and then your reply appears under the review. It looks as though the business replied, and your personal name isn't shown.²

What your reply must not contain

Google's rules on reviews and replies cover several things that matter for an AI draft.

Personal information. Google's policy bars posting someone's personal information without their consent.³ See customer privacy.

Accusations without proof. The policy lists unsubstantiated allegations of unethical behavior or criminal wrongdoing among offensive content.³ A draft that calls a reviewer a liar or a thief could fall afoul of this. Stick to what you can show.

Offers and incentives. Google's tips say to avoid using your response to offer deals or promotions.¹ Separately, offering incentives, like free or discounted goods or services, is prohibited when it's in exchange for posting, changing or removing a review.¹ A draft that says "come back for a free coffee if you update your review" breaks that rule.

Reporting versus replying

If you think a review breaks the rules, you can report it. But Google says not to report a review just because you disagree with it or dislike it.⁴ Evaluation typically takes several days.⁴

You can reply while you wait. A calm, short reply is still sensible. See replying to negative reviews.

What the pages don't answer

Some questions aren't answered in the saved Google pages:

• Whether a reply must say it was written with AI.
• Whether Google treats AI-written replies differently.
• What other sites require.

Don't assume an answer. Check the current help pages from each platform, because they change. Where you are may matter as well: consumer, advertising and privacy laws differ by country.

Whatever tool you use, the person who posts is responsible for the reply. How a draft gets made is explained in the first page of notes.