AI Policy

OptiReply uses artificial intelligence to assist businesses in managing customer reviews, generating responses, and improving customer engagement. This policy explains how we use AI responsibly, transparently, and in a way that keeps you in control.

OptiReply uses AI models provided by Anthropic and Google to power the following platform functions:

• Generate suggested responses to customer reviews based on review content and your business context
• Analyze sentiment and feedback trends across your review history
• Surface business insights including product gaps, competitor mentions, and customer pain points
• Assist in customer communication workflows

All AI outputs are recommendations only. They are presented to you for review, editing, and approval — never automatically published.

We believe in keeping humans in the loop at all times. OptiReply is built with this principle at its core:

• All AI-generated responses must be reviewed by you before publishing
• Every response can be edited, modified, regenerated, or rejected
• Responses are never automatically posted to your Google Business Profile without your explicit action
• You are always the final decision-maker on what gets published

We are committed to protecting your data and your customers' data in all AI processing:

• We do not use your personal data or customer review data to train, fine-tune, retune, or improve either our proprietary AI models or any publicly available AI models
• Data is processed only to deliver core platform functionality
• We do not sell customer data to any third party
• Google review data is accessed only with your authorization and used solely for generating your requested outputs

OptiReply uses trusted third-party AI providers — Anthropic and Google — to power response generation, Mudra, and business insight features.

• Personal data is shared with these providers only to the extent necessary to deliver the AI-powered features you request
• We do not use your personal data or customer review data to train, fine-tune, retune, or improve either our proprietary AI models or any publicly available AI models
• These providers process data only for the specific task requested
• Must comply with strict privacy and security standards
• Our AI providers are subject to ongoing evaluation and may change — we will update this policy accordingly

OptiReply includes Mudra, an AI-assisted conversational feature (branded "Ask Mudra") that lets you ask natural-language questions about your reviews and business performance and receive AI-generated summaries and insights in response.

• Mudra draws on your review and response history, business insights, and Reputation Brief data already available in your OptiReply dashboard to answer your questions
• Mudra is powered by the same third-party AI providers described in this policy — Anthropic and Google — under the same data-handling and no-training commitments described above
• Conversations with Mudra are stored as part of your account history, in the same way as your other business data, and are handled in accordance with our Privacy Policy and Data Processing Agreement
• Mudra's answers are informational. They are not automated business, medical, financial, or legal decisions, and you remain responsible for any action you take based on Mudra's output
• Mudra usage is subject to the query limits associated with your plan

AI is powerful but not perfect. You should be aware of the following limitations:

• AI-generated responses may be incomplete, inaccurate, or not reflect your business's specific context
• Responses may require editing to match your brand voice or the specific situation
• Sentiment analysis and insights are probabilistic — they represent patterns, not certainties
• AI does not have real-time knowledge of your business operations

OptiReply does not guarantee the accuracy of any AI-generated content. Always review before publishing.

• Generating fake, misleading, or fabricated reviews
• Creating deceptive content that misrepresents your business
• Violating Google, Yelp, or any review platform's content policies
• Review gating — selectively directing only positive reviewers to public platforms
• Harassing or targeting individuals with AI-generated content

OptiReply is designed to help businesses communicate authentically with their customers. Users must follow the policies of all connected review platforms, including Google Business Profile, Yelp, and Facebook.

Where Google Business Profile functionality is available, OptiReply's integration operates through official Google APIs, consistent with the Google API Services User Data Policy, including its Limited Use requirements.

OptiReply strictly prohibits any use of the platform that violates these platform policies.

Questions about this AI Policy? Contact us: