Jonas K.2 days ago
Great beans, but on Saturday I waited twenty minutes for a flat white and nobody said a word.
Review management
Reply to every Google review, in your own voice
Review management in Looky drafts a reply to each Google review in your brand voice, from your approved knowledge, and replies to reviews at or below the star rating you set always go to a person first, so nothing is posted that you didn't approve.
Google review
Reply draft
Thank you, Jonas, and sorry about the wait. Saturdays are busy while our barista workshop runs until noon. Ask for Mara next time and your flat white is on us.
Rule: 3 stars or fewer go to a personApproved by Mara · ready to post
At a glance
What is review management in Looky?
Review management in Looky is for local businesses, practices and agencies that want to answer every Google review without writing each reply from scratch or posting replies that read like a template. You paste the review into Looky and pick “Review reply”. Looky drafts from your brand voice and your approved knowledge, so a reply can name the right service or contact. An exception rule sends every reply at or below your star threshold to a person. You approve the reply and post it as the owner's response in your Google Business Profile. Looky never buys, filters or removes reviews.
Last reviewed
- Input
- A Google review you paste in, with its star rating
- Draft
- One reply in your brand voice, from your approved knowledge
- Rule
- Replies at or below your star threshold (1 to 5, preset 3) go to a person
- Approval
- Manual by default; your approval mode applies to every reply
- Posting
- You post the approved reply as the owner's response in Google
- Policy
- Never buys, filters, gates or removes reviews
- Languages
- English and German; German drafts use “du”
- Plans
- In every plan per company; see pricing
From review to reply
How does Looky draft a reply to a Google review?
You bring the review. Looky writes the reply in your voice, your rule decides who approves it, and you post it.
Café MaraCreate
Google reviewPasted review
Jonas K.2 days ago
Great beans, but on Saturday I waited twenty minutes for a flat white and nobody said a word.
Review replyCompany voice
Thank you, Jonas, and sorry about the wait. Saturdays are busy because our barista workshop runs until noon. Next time, ask for Mara at the bar and your flat white is on us.
UsesBarista workshops on SaturdaysTeam: Mara, head barista
Negative review reply3 stars or fewer: a person approves firstApproved
- Submitted
- Exception: negative review
- Approved by Mara
Rules for sensitive cases
Which reviews should always go to a person?
The same reply can be fine for a café and a breach of confidentiality for a practice, so sensitive reviews go to a person by default.
In Germany, disclosing a secret entrusted to doctors, dentists and other state-regulated health professions is punishable under §203 StGB. Practices should keep the whole workspace on manual approval. The guide to replying to Google reviews explains the method step by step.
Healthcare practices
Never confirm that the reviewer is or was a patient, never mention a diagnosis, treatment or appointment.
Restaurants and cafés
Short praise suits automatic approval; food-safety or allergy complaints always go to a person.
Trades
No invoice amounts, addresses or fault in public; offer a call or a visit.
Suspected fakes
No accusations; say calmly that you can't find the visit, leave a contact, then report the review in Google.
Who uses it
What do review replies look like in practice?
Three reviews, three replies, and the rule that decides who looks first.
Café
A long wait on Saturday
You give
Google review“Great beans, but I waited twenty minutes on Saturday.”
Looky does: Looky drafts an apology that names the workshop and offers a coffee.
You get
Reply draftWarm, specific, no template phrases
2 stars: a person approves first
Dental practice
A complaint about waiting
You give
Google review“Waited 40 minutes despite an appointment.”
Looky does: Looky drafts a reply that confirms nothing about treatment or patient status.
You get
Reply draftAn apology and a phone number, nothing more
Manual approval for every reply
Electrician
A five-star thank-you
You give
Google review“Quick, tidy and friendly.”
Looky does: Looky drafts a short thank-you in the owner's voice.
You get
Reply draftTwo sentences, names the service
Routine reply under auto with exceptions
Honest limits
What doesn't Looky's review management do?
What it does
- Drafts a reply to a Google review in your brand voice, from your approved knowledge.
- Sends replies at or below your star threshold to a person first.
- Keeps every reply and every approval in your workspace's audit log.
- Keeps drafts calm and factual, also for suspected fakes.
What it doesn't do
- Looky doesn't read reviews from Google or post replies for you; you paste the review and post the approved reply in your Google Business Profile.
- Looky replies to Google reviews only. Other review sites are not supported.
- Looky doesn't remove, hide or edit reviews and doesn't report them for you. Reporting a fake review happens in Google.
- Looky never asks for reviews in exchange for anything, never filters which customers are asked and never writes reviews.
- Looky doesn't know the professional secrecy rules of your field. In healthcare and other regulated professions, a person checks every reply.
- Replies are about trust, not ranking: Google ties local ranking to reviews and ratings, not to replies.
Does replying to Google reviews help my ranking?
Not directly, according to Google. Google's help says more reviews and positive ratings can help local ranking and that replying shows customers you value their feedback. Looky's review management is about that second part: replying to every review in your own voice so the next customer sees a business that listens. No tool can guarantee rankings or a recommendation by AI systems.
Can Looky post replies to Google for me?
Not today. Looky drafts the reply and runs it through your approval rules; you copy the approved reply into your Google Business Profile as the owner's response. Replies to reviews at or below your star threshold always wait for a person first.
Do customers mind AI-written review replies?
Customers mind generic ones. In a 2026 US survey by BrightLocal (1,002 adults), 50% said templated or generic replies make them less likely to choose a business, and 89% expect owners to reply. Looky drafts each reply from your brand voice and the review's own content, and you edit before it goes out.
Which review platforms does Looky support?
Looky drafts replies for Google reviews. Other review sites such as industry portals are not supported. If you need replies across many review platforms and locations, enterprise tools like Yext or Uberall cover more sources.
Can Looky delete fake or negative reviews?
No. Looky only writes replies; it can't remove, hide or edit reviews. Report a fake review in your Google Business Profile, and for clearly unlawful reviews in Germany get legal advice. Looky's draft for a suspected fake stays calm and factual and never accuses the reviewer.
Can a medical practice reply to Google reviews?
Yes, but a reply must never confirm that the reviewer was a patient or mention any treatment. In Germany, breaching professional secrecy is punishable under §203 StGB. Practices should keep every reply on manual approval; Looky does not check secrecy rules for you.
Does Looky ask customers for reviews?
No. Looky doesn't send review requests. Asking only happy customers, or offering a discount for a review, breaks Google's policy, German unfair-competition law and the US FTC rule on fake reviews, so Looky never drafts anything like it. You can ask every customer for a review in your own way; Looky helps with the reply.
