Four defined tones. You pick one and it does not change.
It reads first
The review is classified before it is answered.
You have the last word
Everything stays visible and editable in the dashboard.
★Answered in 30 s
In your tone, not a generic one
Posting costs time. Silence costs customers.
A profile that does not post looks closed, and an unanswered review tells the next person nobody is minding the shop. Both are fixed by writing, which is exactly what nobody has time to do every day.
Writing a daily post does not fit into anyone's week
Replies come out differently depending on who writes them
Hard reviews get left for later and stay there
Your voice
One voice. Never the same reply
You choose the tone once and stop depending on who is at the keyboard that day. What is not repeated is the reply: each review is read and classified before it is answered, and from there comes what is acknowledged, what is explained and what it closes with. You set the voice; the person who wrote sets the argument.
Four tones, four different reviews. The texts are examples, not customer reviews.
Professional
Formal address, complete sentences, no emoji. For clinics, practices and services where trust is built through formality.
What the customer wroteA specific complaint
I had a 10 o'clock appointment and was seen at 10:40, with nobody in the waiting room telling me anything.
What Presenzai replies
Good afternoon, Marcela. You are right and we are sorry: forty minutes of waiting with no explanation is not the treatment we want to give. An emergency ran long that day and we did not announce it in the waiting room, which is the error. We have already asked reception to announce any delay over fifteen minutes. Thank you for saying so.
What the review changed: Because it is a complaint: it admits the fact, does not justify it, and ends on what has already been fixed.
Casual
Close and direct, like someone serving at the counter. For coffee shops, barbers and neighbourhood businesses where the welcome is part of the product.
What the customer wroteBrief praise
Best coffee in the neighbourhood, no contest. And the morning bread flies out.
What Presenzai replies
Thanks, Andrew! The bread comes out at 7:30 and, as you say, it does not last long. If you ever want some set aside, message us here and we will keep it for you. See you soon.
What the review changed: Because it is short praise: thank briefly and leave something useful, no speeches.
Friendly
Warm and grateful, with room for the personal detail. For restaurants, hotels and places people come back to because of how they were treated.
What the customer wrotePraise with a personal detail
We celebrated my mum's birthday and they brought out a dessert with a candle without us asking. She was so moved.
What Presenzai replies
What a lovely thing to read, Paula. The candle was Sandra's idea — she was front of house that night, and we are going to tell her your mum was moved. Thank you for celebrating something like that with us. When you come back, let us know and we will save you the corner table.
What the review changed: Because it brings a personal detail: it picks it up by name instead of thanking in general.
Informative
Explains before selling: hours, services, how to get there, what is included. For garages, vets and businesses that answer specific questions.
What the customer wroteA question, neither complaint nor praise
Good service. Do you open Saturdays, and do I need an appointment for the pre-MOT check?
What Presenzai replies
Thanks, George. Saturdays we open 8:00 to 13:00. For the pre-MOT check you do not need an appointment if you arrive before 11:00; after that it is worth booking because the ramp fills up. The check takes about 45 minutes and we tell you what is failing and what it costs before touching anything.
What the review changed: Because it is a question: answer the fact first and leave the sell for the end.
What to post and when
Talk about what they are already searching for
Posting for the sake of it moves nothing. Each post's topic comes from what people search near your business, with real volume data and not a hunch.
Search volume in your area
We check how many people search each term in the business's area, not across the whole country. “Breakfast near me” is not searched the same way in an office district as in a residential one.
What people ask
Beyond the main term, we look at the related ones and the questions people actually ask about that service. That is where the topics you would not have thought of come from.
The intent behind the search
Someone looking for information is not the same as someone ready to buy. The intent behind the term decides whether the post explains or invites.
About the publication time
You set the time you want to post at and the system keeps it every day, with an automatic retry if Google fails. What you will not read here is that we calculate “the best time” for you: nobody can measure that without data from your own profile, and promising a magic hour is easier than keeping it.
Posts
This is what a post that does not look like a template reads like
One post a day, with your own photo and words. These are examples of the shape it takes depending on the trade and the tone chosen, not customers' posts.
Coffee shopcasual tone
The almond croissant comes out of the oven at 7:30 and rarely lasts past 10. If you are after breakfast near you before work, that is the moment. Speciality coffee roasted this week.
Get directions
Targets
breakfast near me
speciality coffee shop
Promotion calendar
Your high season is not improvised the night before
Mother's Day, the long weekend, the shop's anniversary: the dates that move your takings most are known months ahead. You leave them in the calendar and they go out on their own on the day, in the format Google understands for each one.
Update
The day to day: a new dish, a refurbishment, a holiday's opening hours. It is the one that keeps the profile alive when there is nothing to celebrate.
Photo, text and a button
Event
It has a start and an end date, so Google shows it while the event is live and pulls it when it passes. For tastings, open days or a talk.
Start and end dates
Offer
The promotion itself. It carries its own code, the link where it is redeemed and the small print, and it expires on its own on the day you decide.
Code, redemption link, terms and expiry
1
You put in the dates that matter
You mark in the calendar what you already know: the holiday, the high season, the shop's anniversary, next month's promotion.
2
Each date gets its post type
Each date is filled with the type it needs. A promotion is not posted as an ordinary update: it goes out as an offer, with its code and its expiry.
3
They publish themselves, and retry
The posts sit scheduled with their time. A cron publishes them when due and retries only the ones Google rejects, without anyone watching.
4
What is recurring, repeats
What repeats every week or every month is scheduled once and comes back on its own. The rest of the calendar stays free for what actually changes.
Why it pays to have it done in advance
Google does not allow editing a published update: to change it you have to delete it and post another, losing the time it had accumulated. On events it only allows moving the dates and the button; on offers, the code and the redemption link.
That is why the calendar is not decoration: it is the difference between reviewing a promotion with time to spare and spotting the mistake once it is already live.
Review replies
A good reply is not a fast one. It is one with an argument.
Replying in 30 seconds is worth nothing if the reply is the same template for everyone. Someone who reads reviews before walking into a place can tell a real answer from an acknowledgement of receipt, and the second does more damage than silence.
1
First it reads, it does not reply
Before writing anything, the review is classified as positive, negative or neutral. A five-star review and a complaint cannot be answered from the same mould.
2
It answers what they said, not the star rating
The reply quotes what the person said: the dish, the wait, the treatment they mentioned. Without that, anyone can tell a machine answered.
3
When they are right, it says so
If the criticism is fair, it is acknowledged and what changes is stated. Arguing with a customer in front of everyone else costs more than the review itself.
4
In your voice, not a generic one
It goes out in the tone you chose, not the one the model feels like. The same complaint sounds different in a clinic and in a bar, and it should.
What it does not do
It does not invent facts to look good. If a customer says they waited forty minutes, the reply is not going to claim the place was empty, and it is not going to offer a refund or a discount you have not authorised.
It does not delete anything either. Answering a review and reporting it are different things: for the ones that break Google's policies there is review defense.
The difference is in the reading
Without Presenzai
You post when you remember, which is almost never
Reviews get answered in a batch, weeks later
Every reply sounds different depending on who wrote it
Difficult criticism goes unanswered
With Presenzai
One post a day, with your own photo and words
Every review answered in under 30 seconds
The same tone in all of them, the one you defined
The hard ones are handled first, with an argument
What everyone asks first
Especially the first one, which is what stops almost everybody.
Will it be obvious a machine wrote it?
It will read as though someone who knows your business wrote it, because you choose the tone — professional, casual, friendly or informative — and the posts talk about what you actually offer. What avoids robot text is not the technology, it is that the same sentence does not come out for everyone: each reply quotes what the customer wrote and each post talks about something specific from this week.
How does it know what tone to use?
You choose one of four tones and that one applies to everything, posts and replies. It is not that the system guesses your personality: it is that you define it once and it stops changing depending on who is at the keyboard that day. What does adapt in each reply is what the review called for, not the voice.
Can I decide what it talks about?
Yes. You give it the words you want to be found for and the posts aim at them instead of generic text that competes for nothing. They stay normal sentences: text stuffed with keywords is penalised by Google and noticed by the customer first.
Can I read it before it goes out?
Everything that comes out is visible in the dashboard and can be edited or rewritten before or after it is published. The idea is that you do not have to be on top of it, not that you cannot step in whenever you want.
What does it reply if someone leaves me a bad review?
The review is classified first and the reply is built on what the person wrote, quoting the specific reason for their complaint. If the criticism is fair, it is acknowledged and what changes is stated. What it does not do is argue, invent excuses or promise refunds or discounts you have not authorised.
Can it delete bad reviews?
No, and be suspicious of anyone who promises it. Answering a review and reporting it are different things: this answers publicly what a real customer thought. For the ones that break Google's policies there is review defense, which gathers the evidence for you to report it from your own account.
Is it only for Google or for social too?
The same engine writes for the Google profile and for social, so what you post does not stay in one place. Google is the priority because it is where a “near me” search gets resolved, which is the one that brings someone who already wants to buy.
Can I schedule a promotion for a specific date?
Yes, and not as an ordinary post. Google distinguishes between update, event and offer: the event carries a start and end date and disappears on its own when it passes; the offer carries its discount code, the link where it is redeemed, the terms and the expiry date. You leave the date marked in the calendar months ahead and it goes out on its own on the day.
Your profile already knows what to say
You choose the tone once. From there it posts every day and answers every review in your voice, without you writing a line.
