Overview
If your Google Business Profile (GBP) is connected and auto-respond is enabled, but reviews are not receiving AI-generated replies, this is a known issue that our team investigates on a case-by-case basis. Because the root cause can vary depending on your account configuration, there is no single self-serve fix that applies universally.
What to Check Before Escalating
Before reaching out, review the following common factors that can contribute to auto-replies not generating:
- GBP connection status: Confirm that your Google Business Profile is still actively connected to Search Atlas. An expired or partial connection can prevent replies from being generated.
- Auto-respond setting: Verify that the auto-respond feature is enabled for the specific GBP location experiencing the issue. If you manage multiple locations, this setting may need to be confirmed per location.
- Review sync status: Auto-replies can only be generated for reviews that have successfully synced into Search Atlas. If new reviews are not appearing in the platform, the AI cannot respond to them.
- Existing responses: The system will not generate an AI reply for a review that already has a response, including replies posted manually outside of Search Atlas.
How to Get Help
Because this issue requires investigation of your specific account and GBP connection, please escalate to our support team. To help us resolve this quickly, have the following ready:
- The name and URL of the affected Google Business Profile location
- The approximate date when auto-replies stopped generating
- Any error messages you have seen in the platform
- Whether the issue affects one location or multiple
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.