AI-Drafted Review Responses

What It Does

AI Review Responses is a one-click draft generator for every review in TrailerBase. It reads the review, pulls the relevant booking and trailer context, and writes a reply in the tone you choose. You always have final say — the AI drafts, you Accept, Edit, or Reject.

Generating a Draft

1. Open any review.
2. Click Draft with AI in the response editor.
3. Pick a tone: Professional, Warm, or Apologetic.
4. Wait a couple of seconds. The draft appears in the editor.
5. Edit freely, or click Accept to publish as-is, or Reject to discard and start over.

You can regenerate as many times as you want before accepting. Each regeneration produces a different phrasing.

What the AI Considers

The draft is built from several inputs:

• The review text, including rating, body, and any structured fields.
• The booking associated with the review — trailer, dates, pickup and return notes.
• Your brand voice — learned from responses you have published previously.
• The selected tone.
• Policy guardrails — the AI will not promise refunds, discounts, or legal concessions unless you explicitly write those in yourself.

Because it has access to the booking, the AI can cite real specifics: "We are sorry about the taillight on your return trip from Denver last weekend" rather than "Sorry for your trouble."

Tone in Practice

• Professional — even, factual, respectful. Reads like a well-trained front desk.
• Warm — uses first names, adds a friendly line or two, matches enthusiasm for positive reviews.
• Apologetic — leads with acknowledgment, takes responsibility, offers a path forward. Never over-promises.

Switching tones regenerates the draft instantly.

Accept, Edit, Reject

Accept publishes the draft as the final response. No further editing is done — what you see is what goes live.

Edit keeps the draft in the editor so you can tweak wording, swap a sentence, add a phone number, or soften a line. Edits you make feed the brand-voice model.

Reject discards the draft entirely. The AI notes the rejection and, over time, learns to avoid similar phrasings for your organization.

Brand-Voice Learning

The more you publish, the better the drafts get. Specifically, the model adapts to:

• Sentence length — short punchy, or longer and considered.
• Greeting style — "Hi Alex,", "Hello Alex —", "Alex,".
• Sign-off — your organization name, a first name, or nothing.
• Vocabulary — words and phrases you use and avoid.
• Emoji usage — the model matches your pattern (none is also a pattern).

You can view your learned voice under Settings > Reviews > Brand Voice and reset it if you have pivoted your tone.

Good Practices

• Always read before publishing. The AI is good, not perfect. A two-second scan catches rare mistakes.
• Edit the first and last sentences. These shape the whole feel of the response — small tweaks here add a lot of humanity.
• Use Apologetic tone sparingly. Over-apologizing reads insincere. Save it for genuine misses.
• Do not let AI write the most sensitive responses. For a 1-star review with legal or safety concerns, draft by hand or escalate to the owner.

Tips

• Batch through the unresponded queue. Filter to Unresponded, then Draft-Accept-Next through positive reviews in minutes, slowing down only on the negative ones.
• Use tone switches as a writing prompt. Even if you plan to write by hand, generating a Warm and an Apologetic draft can unlock ideas.
• Review your Brand Voice settings monthly during the first few months of use.