Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
Using Zendesk AI to help answer your Google reviews, and why a person should still be the one to press send.
Reviews are tickets, so the AI tools apply
Once a review is a ticket, everything Zendesk offers for tickets is available to it. Agent Copilot can draft the reply, and an AI agent can handle a category on its own. Both are possible here.
Start with a draft, not a send
Copilot suggesting a reply that an agent reads and adjusts gives you most of the speed and none of the risk. A review is public and permanent, and a reply that misses the point is read by everyone who looks at your listing afterwards.
Where full automation fits
Five stars with no comment is the honest case. There is nothing to understand and the reply is a thank you, so a rule on the score tag can handle it.
Below that, the reply is the point. A complaint answered by something generic reads worse than a complaint left alone.
Someone has to read what goes out
This is the condition, not a nicety. Automated replies that nobody checks drift, and on a public listing the drift is visible to your next customer. Sample what was sent every week.
What makes the drafts good
The same thing that makes any AI answer good: material worth drawing on. Tone of voice, the things you do and do not offer, how you handle a complaint about a delivery. Without that, the drafts are polite and empty.
The old route no longer exists
Automated replies used to be built with HTTP targets calling the API. Zendesk retired URL targets on 28 October 2024, so anything built that way has stopped. Webhooks replace them, and the AI route above is usually a better answer than rebuilding the old one.
We can set this up
Designing which reviews are answered automatically, what the AI draws on and who checks the output is work we do as a paid Professional Service. Tell us what you want to automate and we will scope it with you.
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