Choose which names Chirp AI review replies mention

Problem / context

Chirp AI review replies can leave out the guest's name, include the listing's title, or name the company on listings that aren't marketed under that brand. When an Auto Respond rule has already posted the reply, the only fix is editing it on the booking site.

Requested capability

Let each account choose whether review replies use the guest's first name, the company name and the listing name.

Detail / spec

• A What Replies Mention card on Review Settings with three options:

  • Include the guest's first name (on by default)

  • Include your company name (on by default)

  • Include the listing name (off by default)

• A name that's turned off isn't given to Chirp AI. The guest's review, the listing description and custom guidelines are still read as written, so a name inside them can still appear.

• When the guest's first name is included, the reply uses it once in its opening line.

• Applies to every Chirp AI review reply: drafts on the Reviews screen, Auto Respond with AI rules and AI Connectors. AI Connectors can also read and change the three options.

• Not included: a different company name per property group.

Acceptance criteria

• With the listing name off, replies don't include the listing's title.

• With the company name off, replies don't name the company unless the guest's review or a custom guideline does.

• With the guest's first name on, replies address the guest by first name whenever the review has one.