HelpAI replies
AI reply drafts
Drafts are included in the plan. You approve each one on Starter. There is no separate AI invoice.
AI is included in the plan. There is no separate AI charge. Fair-use monthly draft limits per organization are Starter 100, Growth 1,000, and Scale 3,000. Franchise is custom: until a deal sets a number, the plan allowance does not cap drafts. At the allowance, new drafts pause until the next UTC month. Manual replies still work. There is no overage charge.
Set the reply playbook on the location (Brand voice page): tone, sign-off, do and don't lists, banned phrases, sector (general, healthcare, dental, restaurant, trades), what AI may offer (default none), and escalation rules. When you edit an AI draft before approving, TrustMetrics may suggest playbook updates for you to accept or dismiss — it never changes the playbook silently. Agency clients can inherit an agency master playbook while the Agency plan is active. Franchise organizations can lock the org voice so locations inherit it.
Use a draft
- Open Reviews. A new unreplied review can show an AI draft in the text box.
- Edit it if you want, then select Approve and copy, Regenerate, or Dismiss. Approve and copy runs the same checks and saves your edit. Then it shows the approved text with Copy reply, Open in Google, and Mark as replied. Posting to Google from TrustMetrics isn't switched on yet, so nothing is posted for you.
- Drafts are plain text, at most 1000 characters. The checker holds a draft that offers an incentive, adds a link or phone number that is not the location's, or makes a refund promise.
When drafts pause
At the monthly allowance, new drafts pause until the next UTC month. A platform pause can also stop drafts for every organization. The inbox says drafts are paused. It does not show an internal budget figure. Manual replies keep working.