How-to · Ecommerce · Yotpo · Oct 17, 2026
Use Yotpo AI reply drafts and review summaries, and have the customer service lead approve every public reply
Yotpo's AI-assisted comments suggest replies to reviews, and its AI Reviews Summary shows shoppers 'What customers say'. A warm reply can still promise a refund your policy does not offer — in public. This page shows how to read the summary, draft replies, and have a named customer service lead approve each one.
Who this is for
Customer service leads at ecommerce brands on Yotpo who answer product reviews and want AI drafts without public promises nobody approved. For sending messages to subscribers through Attentive — a different job — see Attentive AI Journey approval.
How to do it
This is a how-to, not a ranking of review tools. Per the Yotpo AI review, AI-assisted comments suggest a reply you can edit before posting, public replies can be edited later but private email replies cannot, and the AI Reviews Summary is generated by AI and cannot be edited. The ground rule: never filter, buy, or invent customer reviews, and set moderation the same for good and bad news.
1. Read the AI review summary for one product
What it is: Open the product's 'What customers say' summary and the reviews behind it.
- Pick one product with enough reviews for a summary.
- Read the summary as a shopper would.
- Open the negative reviews behind each topic.
- If the summary misleads, fix the product page or product — not the summary, which cannot be edited.
The summary for a face cream says customers mention 'strong scent'. Six negative reviews say the same. The lead sends a note to the product team and updates the page to describe the scent.
Write the three topics from the summary and one action for each.
2. Draft replies with AI-assisted comments
What it is: Use AI-assisted comments to draft a reply to each negative review, and edit every draft against your policy.
- Choose public or private reply on purpose.
- Remove any refund, replacement, or free-shipping promise not in your policy.
- Never ask a customer to change or delete their review.
- Never hide or delay negative reviews to improve the page.
- Keep customer details out of public replies.
The AI drafts 'We'll send you a free replacement right away'. The policy offers an exchange within 30 days, so the lead rewrites it and offers to help by email.
Read each draft aloud next to the returns policy before you save it.
3. Customer service lead approves every public reply
What it is: The customer service lead approves each public reply before it posts and checks moderation settings once a month.
- Approve or edit each reply.
- Post only approved replies.
- Check auto-publish rules treat positive and negative reviews the same.
- Make sure any review incentive is offered for any honest review and disclosed.
- Log replies and who approved them.
The lead approves six replies. A monthly check finds a profanity filter that was also holding back plain negative reviews; she fixes the setting.
Keep a reply log: review, reply, public or private, approved by, date.
Pricing context (October 2026)
This how-to isn't a price sheet. Per the Yotpo AI review and Yotpo's pricing page (checked Oct 17, 2026), Reviews & UGC has a limited free plan and paid plans from $15 a month; at 500 orders a month Starter is $89 and Pro $169 a month. AI-assisted comments are marked 'talk to us'. Dated October 2026.
Checked Oct 17, 2026 on the vendor’s own pricing page: Yotpo’s pricing page lists a limited free plan and paid Reviews & UGC plans from $15 a month; at 500 orders a month, Starter is $89 and Pro $169 a month. AI-assisted comments are marked talk to us.
Uncertainty: The only prices this site sells here are the optional $9 AI toolkit spreadsheet and $19 AI toolkit audit.
When this helps (honest take)
Useful when you get a steady flow of product reviews on Yotpo and want faster, honest replies with one approver.
Not useful when you want to message subscribers rather than reply to reviews — see the Attentive how-to — or anyone is tempted to hide negative reviews.
Related options (educational)
| Need | Where to look | Why |
|---|---|---|
| Yotpo AI features | Yotpo AI | Primary path |
| Attentive AI Journeys | Attentive AI Journey approval | A different job |
| Shopify helpdesk unknowns | Gorgias on Shopify | Support side |
| Ecommerce stack map | Stack map: ecommerce ops | Where Yotpo fits |
FAQ
Can we edit the AI Reviews Summary?
No. Yotpo says the summaries are generated by AI and cannot be changed or edited. Fix the product, page, or content instead.
Can we offer a coupon for reviews?
Only for any honest review, positive or negative, and disclosed. Never tie an incentive to a positive review, and never buy or invent reviews.
Where do Yotpo prices live?
Free plan, paid from $15 a month, and $89 or $169 at 500 orders a month on the page we checked; see the pricing section. Our Oct 17, 2026 check of the vendor’s own pricing page is summarized in the pricing section above.
Can private email replies be edited later?
No. Per Yotpo, private email replies cannot be edited or deleted once sent; public replies can be edited later.
Optional next step
If you want a one-page toolkit map for the tools you already pay for, use the optional $9 AI toolkit spreadsheet. If you want a short review of seat waste and unused tools, use the optional $19 AI toolkit audit. Neither is required to follow this how-to.