Specific, not templated
Drafts mention the actual issue, the branch and what is being done about it. No "We value your feedback" on a complaint about a cold pizza.
Respond
Reply drafts in your voice. A person approves every one.
Unanswered reviews tell the next customer nobody is listening. Kingsclap drafts a specific reply for each review, based on what the customer actually said and the tone you set, and queues it for someone on your team to edit and approve.
Indiranagar branch
Waited 40 minutes for a table even with a booking. Food was good but nobody apologised.
Draft in your voiceWarm, direct
Thank you for telling us, and sorry about the wait. A booking should mean a table on time. We have shared this with the Indiranagar team for Saturday evening service. We would like to make the next visit right.
Edit Approve and send
Review Response Assistant
What it covers
Tone settings
Formal or warm, short or detailed, with words to always use and words never to use.
Approval workflow
Branch managers draft and edit, a brand lead approves. Or one person does both. Your choice.
Sensitive review routing
Health, safety, legal threats and staff complaints skip the queue and go to the right person.
Guardrails
Drafts never promise refunds, discounts or outcomes you have not allowed in the settings.
Response time you can see
Track time to reply by branch and platform, and how many reviews are still waiting. Old unanswered reviews are surfaced first.
Workflow
How a reply goes out
- 01
Review arrives
It is themed and checked for sensitive content within minutes of syncing.
- 02
Draft is prepared
The assistant writes a reply using your tone, the review text and any fix already logged for that theme.
- 03
A person decides
Edit, approve, reassign or skip. Nothing is posted automatically.
- 04
Posted and logged
Approved replies are posted where the platform allows it, or copied with one click where it does not.
In detail
Written for the next reader too
A reply is read by the customer who wrote the review and by everyone deciding whether to visit.
Acknowledge the specific issue
The draft names what went wrong in the customer’s terms.
Say what changes
If the theme has a logged fix, the draft can mention it in one line.
Offer a private route
For order or account problems, drafts move the conversation to your support channel.
Reply in their language
Hinglish reviews can get a natural Hinglish or English reply, per your setting.
FAQ
Questions teams ask
Can replies be sent automatically?
No. A person approves every reply. This is a product principle, not a setting.
Does it reply to positive reviews too?
Yes, with shorter drafts that thank the customer and mention what they liked, so replies do not all read the same.
What about platforms without reply access?
The approved reply is ready to copy, with a link to the review. Response time is still tracked.
Can we reuse good replies?
Approved replies improve future drafts for the same theme and tone, without copying them word for word.
Insight Engine
Works together with
Next step
Your fix-first list is already sitting in last month’s feedback.
Send us an export of reviews, survey answers or tickets. On the demo we sort it live and show you what we would fix first, with the comments behind every theme.