# Replies

> Reply to a review publicly under the review or privately by email, starting from a reply that Cevoid suggests.

Breadcrumb: Reviews › Replies · Updated: 2026-10-17
Docs index: https://docs.cevoid.com/llms.txt

Your team can reply once to each review. A public reply shows under the review on your store. A private reply reaches the reviewer by email only. Reply as your company or as yourself, from your own words or from a reply Cevoid suggests.

Navigate to [Reviews → Product reviews](https://app.cevoid.com/reviews/product-reviews) or [Reviews → Company reviews](https://app.cevoid.com/reviews/company-reviews) and open a review to reply to it.

## How replies work

Each review gets one reply, public or private. Once a review has a reply, its **Reply** button is gone.

| Aspect | Public reply | Private reply |
| --- | --- | --- |
| Who sees it | Shoppers, under the review in review widgets | Only the reviewer, by email |
| Reviews you can reply to | Published reviews | Pending, published, and rejected reviews |
| Emailed to the reviewer | When **Email the reviewer** is on | Always |
| Needs a live reply flow | Only to email it | Yes |
| Can be edited | Yes, unless it was emailed | Not supported |

- **Who it's from:** Your workspace, shown as _Company_, or you, the team member who is signed in. Replies can't be sent in another team member's name.
- **What you can't change:** A reply can't be deleted, switched between public and private, or followed by a second reply
- **Where it's logged:** The review's _Activity_ shows who sent the reply and how it reached the reviewer: _Visible to shoppers_, _Visible to shoppers, emailed_, or _Private email_

## Set up reply emails

Reply emails go out through a flow: _Reply to a Product review_ for product reviews, and _Reply to a Company review_ for company reviews. Each one sends both the public reply email and the private reply email. Without a live reply flow for a review type, its private replies can't be sent, and **Email the reviewer** can't be turned on for its public replies.

1. Navigate to [Settings → Flows](https://app.cevoid.com/settings/flows)
2. Click **Reply to a Product review** or **Reply to a Company review** under _Suggested flows_
3. Click **Add flow**. The flow opens in the editor as a draft.
4. Click **Publish flow**

A suggested flow's card is gone once your workspace has that flow: open it from the list of flows instead. A review without a live reply flow also says so under its reply box. Click **Set up the reply flow** there to add the flow, or **Publish the flow** to open the draft you already have, then click **Publish flow** in the editor. The flow uses Cevoid's reply emails: to change what they say, see [Review emails](https://docs.cevoid.com/reviews/collect/review-emails.md). Each reply email it sends shows in [Outbox](https://docs.cevoid.com/flows/outbox.md).

## Reply to a review

The reply box starts from your reply defaults in [Settings → Reviews → Moderation](https://app.cevoid.com/settings/reviews/moderation). By default, that's a public reply from your workspace (_Company_), without an email to the reviewer. Change them for each reply.

1. Navigate to [Reviews → Product reviews](https://app.cevoid.com/reviews/product-reviews) or [Reviews → Company reviews](https://app.cevoid.com/reviews/company-reviews) and open the review
2. Click **Reply** under _Activity_
3. Optional: Click the author at the top of the reply box and select who the reply is from
4. Optional: Click the reply method and select **Public** or **Private email**
5. Optional: Enable **Email the reviewer** in the same menu to also email a public reply
6. Enter your reply
7. Optional: Click **Translate** to translate your reply into the language the reviewer wrote in
8. Click **Send reply**

The reply method says what happens when you send: _Visible to shoppers_, _Visible to shoppers & email_, _Private email_, or _Private · needs a flow_. An option you can't use explains why, such as _A public reply needs the review to be published._ When your default method can't be sent, the reply box starts on the other one.

Before sending, Cevoid checks the language of your reply. If it isn't the language the reviewer wrote in, _Send without translating?_ asks whether to **Translate and send** or **Send anyway**.

## Suggested replies

Cevoid can suggest which reviews need a reply and draft one for you. It does while the _Replies_ function in [Settings → AI & Agents → Reviews](https://app.cevoid.com/settings/ai/reviews) is set to **Suggest**, the default. See [Reviews AI](https://docs.cevoid.com/reviews/setup/reviews-ai.md).

- **Which reviews:** Reviews that Cevoid thinks need a reply show _Reply suggested_ in the review list, until they get a reply
- **The draft:** When you click **Reply** on such a review, the draft fills the reply box, with the method Cevoid suggests. Hover over the method to see why. If that method can't be sent, it shows as unavailable and the box starts on your default.
- **The language:** Cevoid writes the draft in the reviewer's language, in the voice you describe in [Settings → AI & Agents → Brand voice & tone](https://app.cevoid.com/settings/ai/brand-voice). While you're reading the review's translation, the draft shows in your language, and Cevoid offers to translate it when you send.
- **Your choice:** Edit the draft like any reply, or click **Remove suggestion** to clear it. Nothing is sent until you click **Send reply**.

In the review's _Activity_, a reply sent from a draft is marked _Written by Cevoid Agent_, or _Edited from a Cevoid Agent draft_ when you changed it.

## Edit a public reply

Edit a public reply to change what shoppers read under the review.

1. Navigate to [Reviews → Product reviews](https://app.cevoid.com/reviews/product-reviews) or [Reviews → Company reviews](https://app.cevoid.com/reviews/company-reviews) and open the review
2. Click the pencil icon on your reply in _Activity_
3. Enter the new text
4. Click **Save changes**. _Activity_ shows that the reply was updated.

- Only public replies can be edited, and not once Cevoid has emailed them to the reviewer
- Editing changes the text only, not whether the reply is public, and it never sends a new email
- A reply sent as a team member is signed by whoever saves the edit

## Reviews that need a reply

Published reviews rated 2 or below that have no reply, public or private, show up in _Things to do_ on [Reviews → Overview](https://app.cevoid.com/reviews), as _low-rated product reviews unanswered_ or _low-rated company reviews unanswered_.

1. Navigate to [Reviews → Overview](https://app.cevoid.com/reviews)
2. Click **Reply** on the row. The **Published** tab opens, filtered on 1 and 2 stars and _No reply_.
3. Open a review to reply to it. A review with a reply no longer counts in the row.

To find any review without a reply, filter a review list on _Has reply_ and select _No reply_. See [Filter reviews](https://docs.cevoid.com/reviews/manage/product-and-company-reviews.md#filter-reviews).

## Customer experience

- **On your store:** A public reply shows under the review as _Reply from_ and the name it was sent as, with its date. Review widgets show replies on **Detailed** cards with _Your reply_ on: see [Review widget settings](https://docs.cevoid.com/reviews/showcase/review-widget-settings.md).
- **In every language:** Cevoid translates public replies along with the review into each market's language. When a shopper clicks _Show original_, the reply switches to the original too.
- **By email:** The reviewer gets an email with your reply, for a private reply and for a public reply with **Email the reviewer** on. For what it says, see [Review emails](https://docs.cevoid.com/reviews/collect/review-emails.md).

> [!NOTE]
> When a reviewer answers your reply email, the answer goes to the _Reply-to_ address in your email settings, or to your _From address_ when _Reply-to_ is empty. Cevoid warns in your email settings when answers would reach no one. See [Change your sender](https://docs.cevoid.com/emails/email-settings.md#change-your-sender).

## Related articles

- [Review details](https://docs.cevoid.com/reviews/manage/review-details.md)
- [Review emails](https://docs.cevoid.com/reviews/collect/review-emails.md)
- [Reviews AI](https://docs.cevoid.com/reviews/setup/reviews-ai.md)
- [Moderation](https://docs.cevoid.com/reviews/manage/moderation.md)

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Canonical: https://docs.cevoid.com/reviews/manage/replies