milaA public conversation
A reply addresses both the person who left the review and people discovering your business. Be considerate, avoid invented facts and only make commitments you can keep.
Positive reviews
Thank the customer and, where appropriate, mention one detail from their comment. Example: “Thank you for your feedback. We’re glad you appreciated our team’s warm welcome.”
Negative reviews
Check facts before publishing. Acknowledge the dissatisfaction without repeating accusations or admitting unverified facts. Example: “Thank you for your feedback. We’re sorry the wait affected your experience. Please contact our business directly so we can discuss the situation.”
Ratings without a comment
Do not invent a visit or purchase. For a positive rating: “Thank you for taking the time to leave a rating. Your feedback matters to our team.” For a low rating, invite the person to explain their experience without guessing what happened.
Before publishing
Check that the reply fits the review and rating, stays professional, contains no private details and makes no unverified commitment. Check whether someone has already replied. Do not promise a refund or compensation without authorisation.
Automate while staying in control
In approval mode, Mila publishes replies to 4–5-star reviews automatically and lets you approve drafts for 1–3-star reviews. Fully automatic mode is also available. Even a high rating can contain criticism: keep reviewing the conversation.