How to Customize Your Brand Voice on Reviews with AI

Your brand’s voice is an essential part of how customers perceive your business. Whether you want to sound friendly, professional, or quirky, maintaining a consistent tone in review responses reinforces your brand identity. But manually ensuring every reply aligns with your brand’s style takes effort and time.

One way businesses try to maintain a brand voice is by writing out custom templates or manually adjusting each response to fit their style. This involves:

• Manually editing AI-generated replies to ensure tone consistency.
• Creating and distributing brand voice guidelines for customer support teams.
• Training employees to use specific language and avoid certain phrases.

This method may work on a small scale, but as reviews grow in volume, maintaining consistency becomes difficult. Employees might interpret brand voices differently, leading to mixed messaging.

Some reputation management platforms offer AI-generated responses, but they often:

• Lack customization options for tone and personality.
• Produce robotic, generic replies that don’t reflect your brand.
• Offer limited control over words and phrases used in responses.

A Smarter Solution: Inform AI’s Brand Voice Customization

Inform AI makes it easy to ensure your review responses always match your brand personality. Unlike other tools, Inform AI gives you full control over your voice, tone, and phrasing—ensuring automated responses feel authentic and aligned with your brand identity.

1. Get Started with Inform AI

If you’re new to Inform AI, first sign up and connect your business:

• Visit informreviews.net and log in with your Google account.
• Navigate to Org Settings > Integrations and select the stores you want to automate replies for.
• Additionally, if you like, enable Weekly AI Auto-Reply to allow automated AI-generated responses.

To configure your brand voice, go to Org Settings in the left navigation menu. The first tab contains all your brand voice settings, including options for tone and specific phrases to use or avoid.

Choosing a Voice Style

Inform AI offers five distinct voice settings to match your brand:

• Friendly (default) – Warm, welcoming, and conversational.
• Quirky – Playful, fun, and full of personality.
• Humorous – Lighthearted, witty, and engaging.
• Formal – Professional and polished.
• Optimistic – Uplifting and encouraging.

Each option includes a short sample response so you can preview the tone before selecting. Choose the style that best aligns with your brand image.

Want to ensure certain words or topics never appear in your responses? Inform AI lets you specify phrases to avoid. Simply:

• Enter words, phrases, or characters you don’t want in responses.
• Press Enter to add them to your blocklist.
• Inform AI will intelligently omit these terms and related concepts. For example, if you input “money”, it will also avoid using words like “cash”, “budget”, or similar terms.

Specifying Phrases to Use

Need to reinforce key messages or brand values? You can specify phrases you want Inform AI to include in every response:

• Enter words, short phrases, or topics you want the AI to emphasize.
• Press Enter to add them to your list.
• Inform AI will naturally incorporate these phrases and related concepts into replies. For instance, if you input “thank you”, the AI will always express gratitude with variations like “thanks so much!” or “we appreciate your feedback!”

Five presets — Friendly, Quirky, Humourous, Formal and Optimistic — plus a Custom option where you describe your own voice in your own words.

A preset is a general tone. A custom voice is a description you write yourself, so you can mandate a sign-off, ban specific words, set a length, or hold a very particular register that no preset covers.

Voice is configured per organisation, so all locations share it. If you need genuinely different tones per brand, separate organisations are the way to do it today.

Yes. They are applied on top of whichever voice you pick, so your blocklist keeps working no matter how the voice is configured.

• ✅ Completely Free for All – No expensive subscription fees like BirdEye. Additional add-on subscriptions available only if/when needed.
• ✅ Authentic, Personalized Replies – AI understands customer sentiment and context.
• ✅ Time-Saving Automation – AI-generated responses in seconds.
• ✅ Brand Voice Customization – Keep responses consistent and on-brand.
• ✅ Scalable Solution – Manage multiple locations effortlessly.

Take full control of your brand’s voice today with Inform AI at informreviews.net! 🚀

Related guides

• Learn how to make replies completely hands-free.
• Or see how to send authentic, personalised replies.