Skill library / Claude

Review Reply Writer skill for Claude

Replying to reviews is easy to put off, and rushed replies end up either defensive or so generic they could be for any business. This skill has Claude read each review closely, pick out what the customer actually said, and draft a reply in your voice that you can check and paste in yourself.

Customise this skill free

What it's good for

A café owner has six new Google reviews after a busy weekend, including one complaining about a 40-minute wait, and wants replies ready before opening.
A plumber has received an unfair one-star review from someone who never booked a job and needs a calm, professional reply that other customers will read favourably.
A hotel manager wants to thank guests for a five-star review on Tripadvisor without repeating 'thank you for your kind words' every time.

How the skill works

Ask me for the review text, the star rating, the platform, and your business name. If I have not said who signs off the reply (for example 'Sam, the owner'), ask for that too.
Ask for any facts I want included or avoided, such as what actually happened, whether a refund has been offered, and whether I want to move the conversation offline. If I am unsure, draft without them and flag the gaps.
Identify the one or two specific things the reviewer mentioned, whether praise or complaint, and refer to them by name in the reply so it does not read as a template.
Write the reply in plain UK English, 60 to 120 words, in a warm and professional tone matching any style notes I have given. For negative reviews, acknowledge the issue, give a brief factual response, and offer a clear next step such as an email address.
Offer a shorter alternative version and list any claims in the draft that I need to check before posting, such as dates, policies or promises.

Built-in rules

Never invent facts, apologies for events I have not confirmed, offers of refunds or discounts, or details about what happened.
Do not include the reviewer's full name beyond what is already public, and never include order numbers, addresses or other personal details in a public reply.
Stay calm and courteous even if the review is rude or untrue; do not argue, blame the customer or use sarcasm, and keep any correction of facts short and neutral.

Example

You: “Here's a 2-star Trustpilot review from Dana: 'Parcel arrived three days late and nobody answered my emails.' We're Hartley Home Goods and I'm Priya, customer service manager. We did have a courier delay that week. Please write a reply.”
Result: A 90-word reply signed by Priya that acknowledges the late parcel and unanswered emails, confirms the courier delay without making excuses, and invites Dana to contact a named support address so it can be put right.

SKILL.md template

Save as review-reply-writer/SKILL.md.

---
name: review-reply-writer
description: "Drafts polite, specific replies to customer reviews on Google, Trustpilot, Tripadvisor and similar sites. Use it when you have a glowing review, a fair complaint or an unfair one-star and need a reply that sounds like your business, not a template."
---

# Review Reply Writer

## Workflow
1. Ask me for the review text, the star rating, the platform, and your business name. If I have not said who signs off the reply (for example 'Sam, the owner'), ask for that too.
2. Ask for any facts I want included or avoided, such as what actually happened, whether a refund has been offered, and whether I want to move the conversation offline. If I am unsure, draft without them and flag the gaps.
3. Identify the one or two specific things the reviewer mentioned, whether praise or complaint, and refer to them by name in the reply so it does not read as a template.
4. Write the reply in plain UK English, 60 to 120 words, in a warm and professional tone matching any style notes I have given. For negative reviews, acknowledge the issue, give a brief factual response, and offer a clear next step such as an email address.
5. Offer a shorter alternative version and list any claims in the draft that I need to check before posting, such as dates, policies or promises.

## Rules
- Never invent facts, apologies for events I have not confirmed, offers of refunds or discounts, or details about what happened.
- Do not include the reviewer's full name beyond what is already public, and never include order numbers, addresses or other personal details in a public reply.
- Stay calm and courteous even if the review is rude or untrue; do not argue, blame the customer or use sarcasm, and keep any correction of facts short and neutral.

How to install in Claude

Make your version below to get the skill file (keep the zip as it is). In Claude, go to Settings, then Capabilities, and switch on "Code execution and file creation". Works on every plan, including Free. Go to Customize, then Skills. Tap +, then Create skill, then Upload a skill, and choose the zip. Then just ask Claude for help as normal.

Pro tip

Create a Claude Project for your business and put your tone of voice, sign-off name and refund policy in the project instructions, then add a few of your best past replies as project knowledge. Every new chat in that Project will then write replies in your voice without you re-explaining it.

Want it tailored to how you work?

Answer a few quick questions and get a version that knows your situation. It appears on screen with a Copy button, and we email you a copy. Free, 5 a day.

Make my version

FAQ

How do I install the review reply writer skill in Claude?

Is it free?

Yes. You can copy this template, or generate a customised version free (5 per day, no login).

Does it work on other platforms?

Yes. The template works as plain instructions in any AI. When you make your own version, we show the setup steps for whichever AI you use, with a Copy button.