How to respond to customer reviews

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

You can 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.

For reviews collected through Shop, click Open in Shop to respond in Shopify.

1. Navigate to the Reviews tab in Klaviyo.
2. Select All reviews.
   

3. Next to a review, click the reply icon (an arrow).
   

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 and publish.

To display review replies on your product pages, navigate to Reviews > Reviews settings > Onsite widgets > Product reviews. Click Review list, select Store reply, then click Publish changes. Turning off Store reply hides responses from this widget. To manage reply emails, use the notification settings below.

Notify reviewers when you reply to a review

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

1. Navigate to Reviews > Reviews 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.

5. Click Save changes.

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• For reviews of any status (i.e., published, unpublished, rejected).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

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1. From the review reply editor, 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. Choose your settings, then click Continue. To edit these settings later, click the settings (gear) icon in the AI draft picker, make your changes, then click Save changes.

1. After a few moments, a selection of responses will appear. Use the left and right arrows to toggle between them. To adjust the tone for this reply before inserting a draft, click the icon next to the current tone and select a different option.
2. Click Insert draft to insert the selected reply into the reply field.
   

3. Review the inserted draft and edit it as needed before publishing.
4. Once you are ready to share your response, click Reply and publish.

Additional resources