Store reviews automation and reply templates

Store reviews automation and reply templates

Overview

Store reviews automation and reply templates help you efficiently manage and respond to high volumes of app reviews from the App Store and Play Store. With reusable reply templates and rule-based automation, you can streamline review responses, maintain consistency, and reduce manual effort.

With this feature, you can:
  1. Create and organize reply templates using folders
  2. Automatically respond to reviews using automation rules
  3. Assign tags using automation rules
  4. Send AI-generated or predefined template-based replies
  5. Control responses with approval workflows
Info
Prerequisites
Before you configure reply templates and review automation, ensure:
  1. Your app is connected to the App Store or Google Play.
  2. Complete the store review configuration for your application IDs in the Apptics console. For setup instructions, see App Store reviews guide and Play Store reviews guide.
  3. Store review synchronization is enabled so that reviews are available in Apptics.

Reply templates

Reply templates are predefined responses that can be reused to reply to store reviews. Create and organize reply templates using folders and subfolders. You can later use these templates in automation rules to automatically reply to store reviews.
  1. Navigate to ASO > Reply templates. Templates are grouped into main folders and subfolders, and a General folder will be available by default.

Create new template

  1. Click on Add new > Template and a pop up will appear.

  1. Provide template name and message.
  2. Select the folder under which you want to save the template and choose the tags you want to associate with it.

  1. Click Save, and the new template will be added under the selected folder.
Notes
Note: If you create a new template without selecting a folder, the template will be saved under the General folder by default.

Create new folder

  1. Click on Add new > Folder and a pop up will appear.

  1. Provide folder name.
  2. To create a subfolder, select the parent folder under which you want to create it.

  1. Click Save and you will see the new folder listed or sub-folder added to the selected location.
Notes
Note: You can create up to 15 subfolders under a folder. Nested subfolders are not supported.

Edit or delete folders

  1. Navigate to the folder menu and click Edit to update folder details.

  1. Click Delete to remove the folder and all templates within it.
  2. A confirmation popup will appear because deleting a folder may affect existing automation workflows.

  1. Click Yes, delete to permanently delete the folder and all associated templates.

Edit or delete individual templates

  1. Navigate to the individual template menu and click Edit to update template details.

  1. Click Delete to remove the individual template.
  2. A confirmation popup will appear because deleting a template may affect existing automation workflows.

  1. Click Yes, delete to permanently delete the template.
Info
We recommend removing templates from automation rules before deleting them.

Review automation

Review automation helps you automate workflows to reply to reviews and assign tags based on predefined conditions, templates, and rules.

Create an automation rule

  1. To create a new rule, navigate to ASO > Review automation and click Create new rule.

  1. Provide basic information such as the automation name and description.

Add conditions



Add conditions for the automation rule. You can add conditions based on attributes like:
    1. All reviews
    2. Review text
    3. Review rating
    4. Translation
    5. Review text or translation
    6. Application ID
    7. Review tag
    8. Review length
    9. Language
    10. Sentiment 
    11. App version
    12. OS version
    13. Device type
    14. Country

Configure actions



Configure the action(s) you want to achieve using the automation rule. You can configure the below actions:
    1. Send or draft AI-generated replies
    2. Send or draft replies using a template
    3. Send or draft replies using a random template from a folder
    4. Assign tags to reviews based on conditions

Additional configuration options



You can further customize automation rules using the following options:
    1. Rephrase text: Replies will include rephrased content from the review.
    2. Translate: Replies will be translated to the language in which the review was written.
    3. Assign priority: Set the priority level to control the rule's precedence relative to other automation rules.
NotesNote: Rules are assigned priority 1 by default. Update the priority level to control the rule's precedence relative to other automation rules.

Send replies automatically



Replies will be saved as drafts for manual approval by default and will not be sent until they are approved manually. Enable Send replies automatically to publish replies immediately without requiring manual approval.

Preview and sample reviews



The right pane displays sample reviews and response examples based on the conditions and actions configured.
  1. After configuring the rule, click Publish rule.
  2. You can also click on Save as draft to save the rule without publishing it.
Notes
Note: Automation rules are applied only to new reviews and reviews received within the last 14 days. Reviews older than 14 days are not processed by automation rules.Manage review automation rules
  1. View list of all automation rules created along with details on the priority level, configured action, last updated date and time, and current status. 

  1. You can enable and disable automation rules. Since this affects workflows using the rule, a popup appears for confirmation.
  2. You can also delete a rule permanently.

Reply status and behavior

Replies can have different statuses:
  1. Awaiting approval: The reply is saved as a draft and must be reviewed and published manually. This status applies to all manual and automated replies unless you enable the option to send replies automatically. 
  2. Under Apple review: For Apple apps, replies posted to the App Store are reviewed by Apple before they become publicly visible.
  3. Published: The reply has been successfully published and is visible on the respective app store.

Best practices

  1. Use reply templates for common response scenarios.
  2. Apply automation rules for high-volume review management.
  3. Review automated replies manually when handling sensitive or negative reviews.
  4. Regularly review and update automation rules.