How to respond to customer reviews

Estimated 3 minute read
|
Updated Feb 14, 2025, 6:59 PM EST
You will learn

You will learn

Learn how to respond to reviews left by your customers. Responses are public, so future shoppers can use this information to inform their buying decisions. 

Respond to a customer review 

Respond to a customer review 

You can only respond publicly to published and pending reviews. Replying to a pending review will automatically publish it. To respond to a rejected review, email the reviewer directly from your own inbox. 

  1. Navigate to the Reviews tab in Klaviyo. 
  2. Select All reviews.
    The All reviews tab
  3. Next to a review, click the reply icon (an arrow).
    The reply to review button
  4. Draft a reply in the Reply to review field, or click Draft reply with AI to automatically generate an editable response.
  5. Once you are ready to share your response, click Reply (for published reviews) or Reply and publish review (for pending reviews).

To display review replies on your product pages, navigate to Reviews > Review settings > Onsite widgets > Product reviews. Click Review list and toggle on the Store reply setting. If you do not enable this setting, responses will only be visible internally to your team.

The Store reply setting

Notify reviewers when you reply to a review 

Notify reviewers when you reply to a review 

This setting is enabled by default. To adjust your reviewer notification settings: 

  1. Navigate to Reviews > Review settings
  2. Select Requests and replies
  3. In the Replies section, toggle on the Review and Q&A reply notifications setting. 
  4. Add a Reply to address (i.e., where responses should be sent). Optionally, uncheck the Use as sender email box to set a different sender email.

When this setting is enabled, reviewers will receive a notification after you reply to their reviews. A notification will be sent: 

  • When you reply to a review for the first time. 
  • When you delete a reply, then add a new reply. 
  • For reviews of any status (i.e., published, unpublished, rejected).

A notification will not be sent when: 

  • You edit a reply. 
  • The reviewer’s email address isn’t associated with a Klaviyo profile. This can happen when a site visitor asks a question but isn’t otherwise tracked in Klaviyo, or if you send a manual review request to someone without a Klaviyo profile.

The notification will look like the example below, and cannot be edited. 

Use AI-generated replies 

Use AI-generated replies 

  1. From the review reply modal, click Draft reply with AI instead of directly typing your reply.
    The first time you draft a reply using AI, you’ll have the options to set a tone for replies and to include a support email address in responses to reviews with a 3-star rating or lower. To edit these settings later, click the settings (gear) icon from the AI generation modal.
    Option to edit support email for AI replies
  2. After a few moments, a selection of responses will appear. Use the left and right arrows to toggle between them.
  3. Click Insert draft to insert the selected reply into the reply field. 
    The Insert draft button
  4. To adjust the tone for a single reply, click the icon next to your current tone and select a different option. Alternatively, manually edit the response as desired.
  5. Once you are ready to share your response, click Reply (for published reviews) or Reply and publish review (for pending reviews).

You can generate responses up to 100 times per day, per Klaviyo account. Once you have reached this limit, you’ll receive an error message until the generation period resets. 

Additional resources 

Additional resources 

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