AI Reputation Specialist: Service Expectations
Reputation AI Premium must be active on your account to receive this service.
The AI Reputation Specialist Setup is a done-for-you service where our experts configure, train, and launch the AI Reputation Specialist for your business. Our team handles all the technical configuration and customization, tailoring the setup to your specific business needs. The service focuses on configuring automated review responses, requesting new reviews, and managing reputation workflows.
What's included?
One-time setup
- Onboarding and training call
- Configure & train the AI Reputation Specialist
- Set up automated review requests (SMS + email)
- Enable automated AI-powered review responses
- Install review display widgets
- Align brand voice, templates, and messaging
Monthly service
- Adjustments to prompts, automations, and any AI employee feature updates
- Responding to platforms outside of Google & Facebook*
- Negative review approval workflow
Please note: For reviews outside of Google and Facebook, you may select up to five external platforms for us to support on your behalf, such as Yelp, YellowPages, Better Business Bureau, TripAdvisor, OpenTable, CarGuru, DealerRater, Expedia, CarFax, Zillow, and more. At this time, we're unable to respond to reviews on Indeed or Glassdoor.
AI Workforce Optimization Plan
The AI Workforce Optimization Plan is a monthly subscription that keeps your AI employee performing after launch. Setting up an AI employee is only the beginning — real value comes from the steady tuning that follows. This plan gives your team a direct line to Vendasta's experts so prompts, automations, and settings can evolve as your business does, without you having to do the technical work yourself.
What's included
- 1 AI employee setup: Choose your AI employee at purchase. Setup is delivered in Month 1 and follows our standard setup scope: tasking, prompts, automations, and settings.
- Monthly AI employee check-in: A proactive touchpoint each month where our team reaches out to ask for business updates and confirm the accuracy and overall performance of the AI employee.
- Coverage for AI employees set up by our team: Ongoing optimization coverage applies to AI employees configured by Vendasta's services team within the standard setup scope: tasking, prompts, automations, and settings.
- Unlimited changes: Request as many changes as you need to prompts, automations, and AI employee settings.
- Email access to our expert team: Submit requests by email and receive a same-day acknowledgment. Our target is to fully resolve standard requests within 2 business days.
- Live training session for your team: A live, guided training session so your team understands how the AI employee works, how to spot issues, and how to make the most of the optimization plan.
What's not included
The AI Workforce Optimization Plan is focused on tuning and operating AI employees within the Vendasta platform. It is not a custom development engagement. The following are out of scope:
- Sophisticated automations and integrations beyond the platform: Work that goes beyond what can be configured within the Vendasta platform in a reasonable amount of time.
- Custom software development: Writing, hosting, or maintaining custom code, scripts, or APIs on your behalf.
- Third-party tool buildouts and administration: Configuring, administering, or paying for third-party tools and accounts that sit outside the Vendasta platform.
- Strategic consulting and business process design: Designing your overall go-to-market strategy, sales process, or operational workflows.
- Content creation and creative production: Producing long-form marketing content, brand assets, or creative deliverables.
- Net-new AI employees beyond the one included: Additional AI employees can be added through a separate setup engagement.
- Coverage for AI employees you configured yourself: Self-configured AI employees can be brought into scope through a setup engagement.
- Guaranteed business outcomes: We commit to expert configuration and ongoing optimization, not to specific revenue, lead, or conversion outcomes.
If a request falls outside the optimization plan, we'll let you know. We can scope your request to see if it's something we can set up and support, and let you know if additional charges apply.
What to expect: response times, check-ins, and change requests
Response and resolution
- Same-day acknowledgment. Every request you email in is acknowledged the same business day so you know it has been received and is queued.
- 2-business-day resolution target. Most standard requests — prompt edits, small automation tweaks, settings updates — are resolved within two business days. Larger or more complex requests may take longer, or not be included; if so, we'll set expectations up front.
- Business hours. Requests are handled during standard business hours, Monday to Friday. Requests received outside of business hours are picked up on the next business day.
Monthly check-ins
- Each month, we proactively reach out to ensure your AI employee is performing as expected or to identify any necessary updates.
- If you know of upcoming changes to your business, please notify us during these meetings so we can make proactive adjustments.
Change requests
- Submit change requests by emailing marketingservices@yourdigitalagents.com. Please include the AI employee, what you'd like changed, and the desired outcome.
- There is no cap on the number of requests per month — but the more clearly you describe the desired outcome, the faster we can deliver it.
- We will confirm changes once they are live so you can validate them in your environment.
Roles and responsibilities
Vendasta will
- Set up your included AI employee within the standard setup scope in Month 1.
- Reach out proactively each month to ensure AI employee accuracy and performance.
- Action your change requests against the AI employee's prompts, automations, and settings.
- Acknowledge requests the same business day and target 2-business-day resolution.
- Deliver one live training session for your team.
You will
- Provide accurate business information, processes, and content the AI employee should reflect.
- Submit change requests with enough context for us to act: the AI employee, the change, and the desired outcome.
- Validate changes in your environment after we confirm they are live.
- Keep us informed of meaningful changes to your business — new services, hours, pricing, or processes — so the AI employee stays accurate.
Once your subscription is active, your services contact will reach out to schedule the Month 1 setup and onboarding, the live training session, and your first monthly check-in. From there, you can email change requests at any time.
The setup process
The process involves a series of calls and configuration steps to get your AI Reputation Specialist running effectively.
1. Fulfillment form
To ensure a smooth and efficient process, please fill out the fulfillment form with as much detail as possible. This will help streamline the entire experience.
- Timeline: We'll review the order and start the process within 2 business days.
2. Onboarding & training call
Our team of experts will lead an onboarding call to understand your business needs and how to adjust our reputation workflows to suit you. We will come to the call with your initial Reputation Specialist setup with your branding and customized review response style to adjust during the call. We will refine any additional knowledge sources and/or review response instructions together.
We will also train and walk you through the new workflow. Our team of experts will show you where you can find your reviews, review request emails and SMS templates, and where to modify the AI's review response instructions.
- Timeline: An onboarding call can be booked in as little as 1 business day, depending on availability.
- For U.S. Businesses: A2P registration is required to validate the business' use of SMS. Please be ready with your business legal information if you'd like to use SMS. Registration for A2P can take up to two weeks to complete.
3. AI Reputation Specialist setup
Using the refinements during the onboarding call, we will finish setting up your AI Reputation Specialist and automations for requesting reviews. We will create a Net Promoter Score (NPS) workflow if desired and we can install a review display widget on your website.
- Timeline: Your AI Reputation Specialist will be complete in 1 business day after the call.
- Requirement: We require access to the backend of your website in order to install the review widget if desired.
4. 30-day check-in call
This call will be used to look at the review responses generated, determine what knowledge or custom instructions need to be updated or refined, and ensure that your AI Reputation Specialist is responding effectively.
Please note: Prior to this call, our team of experts will review 5-10 responses in order to provide recommendations for improvement and point out wins during the call.
- Timeline: This call is optional and can be booked 3-4 weeks after the completion of your AI Reputation Specialist Setup.
5. Monthly support
With monthly support, we make ongoing refinements to your AI Reputation Specialist as your business evolves. This includes updates to prompts, branding, automations, templates, integrations, and review management beyond Google and Facebook, with an optional approval workflow for negative reviews.
For reviews outside of Google and Facebook, you may select up to five external platforms below for us to support on your behalf.
- Yelp
- YellowPages
- Better Business Bureau
- TripAdvisor
- OpenTable
- CarGuru
- DealerRater
- Expedia
- CarFax
- Zillow
- and more.
Please note: At this time, we're unable to respond to reviews on Indeed or Glassdoor.
Frequently asked questions (FAQs)
What is the AI Reputation Specialist Setup service?
The AI Reputation Specialist Setup is a done-for-you service where our experts configure, train, and launch our AI Reputation Specialist for your business. The service focuses on automating review responses, requesting new reviews, and managing reputation workflows with minimal effort from your team.
Who is this service designed for?
This service is ideal for local businesses (and agencies serving local businesses) that want AI-powered review management without spending time on setup, integrations, or prompt tuning.
What languages does the AI Reputation Specialist respond in?
Any language that the review is left in, the AI employee will respond in the proper corresponding language. For all reviews outside of Google & Facebook, our team can only respond in English.
What is A2P and what information do you need from me in order to set it up?
A2P stands for Application-to-Person messaging, and is required by businesses who send text messages to their customers in the US. We will need the following information from you in order to set it up:
- Legal Business Name
- Business Category
- Business Type
- Country/Region
- Business Registration Number
- Address
- Website or a Link to an Online Listing
We will also need the following information for an Authorized Business Representative:
- First and Last Name
- Job Position
- Title
- Phone Number
I don't have an EIN for my business. Can you still set up A2P?
Unfortunately, this is a limitation of our SMS provider and we are unable to use a SIN/SSN instead of the EIN at this time. Our team is aware of this limitation and is looking into solutions to ensure you are still able to manage SMS conversations with your customers.
Is Reputation AI required to use this service?
Yes. Reputation AI Premium is required in order to receive the AI Reputation Specialist Setup service.
What happens after I place an order?
After ordering, you'll complete a fulfillment form and then book an onboarding call. Our team reviews your information, prepares an initial setup, and refines everything with you during the call.
Which review platforms does the AI employee respond to automatically?
The AI Reputation Specialist can automatically respond to Google and Facebook reviews using your branded tone and custom instructions. Outside of these platforms, you may choose up to five external sources and our team will respond on your behalf.
Does the AI Reputation Specialist handle positive and negative reviews differently?
Yes. During setup, we configure best practices for responding to different star ratings, including routing negative feedback appropriately and encouraging satisfied customers to leave reviews. From an SEO perspective, review responses signal to search engines that your business is active, trustworthy, and engaged with customers. 5-star reviews are an opportunity to celebrate what's working well with warm, appreciative responses that reinforce positive keywords, services, and experiences. Negative reviews require a more strategic approach—responses focus on empathy, professionalism, and briefly acknowledging the concern before inviting the conversation offline to limit public exposure while still showing care and accountability.
Can your team request new reviews from my customers?
Yes. The service includes automated review request workflows via email and SMS, as well as optional Net Promoter Score (NPS) routing to encourage positive reviews. We can connect your point of sale (POS) system for automated review requests, or set up workflows using contact list uploads, custom field triggers, or pipeline stage triggers.
Can I change how the AI responds to reviews later?
Yes. You or our team can update instructions, tone, and templates at any time. Our support also includes prompt refinements and ongoing adjustments as needed.
Can you install a review widget on my site?
Yes, as long as we have backend access to your website, our team will install and configure the review display widget for you.
Can I use SMS and email with the AI Reputation Specialist?
Yes. Email is available for all businesses, and SMS is available for Canadian and U.S. businesses.
What kind of support is included after setup?
Monthly support includes adjustments to prompts, workflow refinements and new feature additions, as well as ongoing management of reviews outside Google and Facebook. These updates are intended to refine and improve what's already been set up, focusing on adjustments and enhancements to existing prompts, automations, and templates rather than the creation of entirely new systems.
How many AI employees does the optimization plan cover?
The plan includes setup and ongoing optimization for one AI employee. Additional AI employees can be added by activating another instance of the same solution.
Is there a limit on change requests?
No. Changes to prompts, automations, and AI employee settings are unlimited. Larger or more complex requests may take additional time or charges to deliver — we'll always set expectations up front.
What counts as a "standard" request?
Standard requests include anything that we originally set up for the AI employee — prompt edits, small automation adjustments, and settings changes. Work that requires custom development or integrations beyond the platform is out of scope.
What if my AI employee was set up by someone other than Vendasta?
Optimization coverage applies to AI employees set up by our team within the standard setup scope. If yours was self-configured, talk to your services contact about a setup engagement to bring it into scope.
How do I submit an optimization plan request?
Email marketingservices@yourdigitalagents.com with the AI employee in question, the change you'd like made, and the desired outcome. You'll receive a same-day acknowledgment and an expected resolution timeline.