Section 01
Purpose
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.
Core principle: AI is designed to assist — not replace — human decision-making. Every AI-generated output requires your review and approval before it reaches your customers.
Section 02
How We Use AI
OptiReply uses AI for 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.
Section 03
Human Oversight
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
You are fully responsible for reviewing and approving all AI-generated content before it is published to your business profiles.
Section 04
Data Usage & Privacy
We are committed to protecting your data and your customers' data in all AI processing:
- We do not use your customer data to train public AI models
- Data is processed only to deliver core platform functionality
- We may use aggregated and fully anonymized data to improve platform performance
- 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
Section 05
Third-Party AI Providers
OptiReply uses trusted third-party AI providers to power response generation and analytics features. These providers:
- Are contractually restricted from using your data for their own model training
- Must comply with strict privacy and security standards
- Process data only for the specific task requested
- Are subject to ongoing evaluation and may change — we will update this policy accordingly
Section 06
Accuracy & Limitations
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.
Section 07
Ethical AI Principles
🔍
Transparency
We clearly label all AI-generated content so you always know what was written by AI.
⚖️
Fairness
We work to avoid biased outputs and continuously monitor AI performance.
🛡️
Privacy
Your data and your customers' data are never used to train public AI models.
👤
Human Control
You always have the final say. No AI output is ever published without your approval.
Section 08
Prohibited Uses of AI
The following uses of OptiReply's AI features are strictly prohibited and may result in immediate account termination.
- 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
Section 09
Compliance with Review Platforms
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.
OptiReply strictly prohibits any use of the platform that violates these platform policies. We reserve the right to suspend accounts engaged in policy-violating behavior.
Section 10
Updates to This Policy
AI technology evolves rapidly. We will update this policy as our AI usage changes. Material updates will be communicated to active subscribers via email. The effective date at the top of this page reflects the most recent revision.
Section 11
Contact
Questions about our AI practices?