## **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.