More varied, concise Chirp AI review replies

Problem / context

Chirp AI review replies can repeat the guest's review back almost word for word, sound alike from one review to the next, and run longer than they need to. Teams end up rewriting drafts so their public replies don't read as templated.

Requested capability

Replies that read as written for each review: in the team's own words, different from recent replies, and concise.

Detail / spec

• Chirp AI sees the opening and closing lines of the account's recent posted replies and avoids reusing them.

• It mentions one or two details from the review in its own words instead of restating the review.

• Positive reviews get a reply of 2–4 sentences. Negative reviews get an acknowledgement and one concrete next step.

• Custom review reply guidelines still take priority.

• Applies to drafts on the Reviews screen, Auto Respond with AI rules and AI Connectors.

Acceptance criteria

• Across an account's recent replies, the most common opening lines make up a smaller share than before.

• Average reply length drops.

• Replies no longer copy whole sentences from the guest's review.