Automation and approvals

Automation lives in Reply Preferences → Automation. You pick one of three modes, and it applies to the whole account:

Manual. The AI writes nothing. You write and send every reply yourself.

AI Drafts. The AI drafts a reply for every new review, and you approve each one before it is sent. This is the recommended default, and it is where everybody should start.

Auto-send. The AI drafts replies and sends the ones that match your rules. Everything else waits for you as a draft. Choosing it asks you to confirm, because from that point replies go out in public without anyone reading them first.

Auto-send only applies to reviews that arrive after you turn it on; older reviews are never sent automatically. Switching back to AI Drafts stops sending immediately and keeps drafting. Switching to Manual stops drafting too.

Only the Owner or a Manager can change the mode and the rules.

In Auto-send mode a draft is only sent automatically if it matches all of these rules. If any one fails, it waits in your inbox instead.

Minimum star rating. Pick 1 to 5 stars; reviews at or above it qualify. It starts at 5. Everything below it is held for a person, always.

Reply to. Which sentiments may auto-send: Positive and Neutral start on, Negative starts off. Urgent reviews follow the Negative setting.

Minimum AI confidence. How sure the AI has to be before a draft is trusted to post itself, from 50% to 99%. It starts at 85%. Higher holds more back for you.

Daily limit. The most replies that may auto-send in a day across the account: Unlimited (the default), a preset of 10, 25, 50, 100, 250 or 500, or a custom number.

There is no hidden override. If a review is below your star threshold, nothing else about it matters. It waits.

The mode and the rules are set once for the whole account. What you can set per app is the daily limit: give a busy app its own cap, using the same presets or a custom number, or leave it on the shared account limit.

An app with its own limit does not draw from the shared pool, which stops one busy app eating the whole day's allowance.

To roll automation out gently, start Auto-send with strict rules (5 stars, positive only, a small daily limit) and widen them once you have read enough of the output.

The daily limit is a blast radius control, not a billing feature.

Suppose a connector has been down for a day and comes back with four hundred reviews. Without a cap, four hundred replies post in one burst, which looks exactly like a bot and is unpleasant to undo one platform at a time.

When a cap is reached, sending stops for the day and drafting carries on. You get a notice that auto-replies are paused for today. Limits reset at midnight UTC, and the next day's run sends the held drafts that still qualify, unhappy reviews first, then oldest first. Nothing is lost.

When you loosen a rule (a lower star rating, another sentiment, a lower confidence), you are told how many waiting replies now qualify, and you choose to leave them for manual review, review and send them, or send them all. Nothing is sent without that click.

Some reviews are never sent automatically, whatever the rules say:

• reviews below your minimum star rating, or below your confidence threshold
• anything flagged as spam or abusive
• reviews the AI marked Needs review, such as a high star rating hiding a complaint
• money-related reviews (earning money, cash-out, payouts, withdrawals, gift cards and similar), labelled Held · Money-related. These are skipped by bulk sending too, and a person can still send a reply by hand.
• drafts that fail the AI's own checks

Suspected spam still shows in the inbox with a flag on it, rather than disappearing into a folder you never open. You decide whether to report it.

Reply windows. If a platform stops accepting replies to an item, it leaves the inbox and only counts in analytics. Store reviews on the App Store, Google Play and Google Business Profile have no reply window.

A daily email arrives at 10 AM in the workspace owner's timezone on days with new reviews: new reviews, replies sent, rating, sentiment and spam. A weekly digest goes out on Fridays at 11 AM.

Which emails each person gets is set in ScaleSensor: the Owner's workspace email switches under Settings → Preferences, and each member's own email choices on the Team page.

In the product, the inbox filters by response (awaiting reply, replied, skipped), and the Dashboard and Analytics track what auto-reply sent.