Brand Rules

Your brand voice, written down once

Brand Rules tell RepBot how each business talks to its customers: its tone, the details worth mentioning, and what it should never say. Every draft for that business follows them.

Start your 30-day free trial Compare plans

25 credits total · No card required

Illustrative Brand Rules · Ridgeway Plumbing

Tone: Friendly, plain-spoken, never defensive.
Details: Sign as “Mike and the Ridgeway crew.” For service problems, invite the customer to call the office and ask for Mike.
Avoid: Quoting prices. Promising refunds. Naming the technician.

One Profile. One voice for every draft.

What goes into Brand Rules

Tone. How the business sounds: warm and concise, upbeat and casual, or formal and precise.
Details. What RepBot may use: the name to sign with, who handles complaints and how to reach them, the services you're known for.
Avoid. Lines you don't cross: unapproved promises, discounts, prices, or anything private about a customer.

Brand Rules · Ridgeway Plumbing

Tone: Friendly, plain-spoken, never defensive.

Details: Sign as "Mike and the Ridgeway crew." For service problems, invite the customer to call the office and ask for Mike.

Avoid: Quoting prices. Promising refunds. Naming the technician.

Illustrative example.

One voice for each business

Every Profile has its own active Brand Rules. A downtown café and a suburban dental office shouldn't sound the same, and neither should two agency clients. When businesses do share a voice, copy rules from another Profile as a starting point and adjust from there. Copying is always your choice, so each business keeps exactly the voice you set.

→ Managing several locations or clients

Activation catches up on unanswered reviews

When you save and activate Brand Rules for the first time, RepBot queues drafts for that Profile's existing unanswered reviews, using your available credits. Your backlog turns into a list of replies ready for approval.

Change your rules without losing track

Your voice will change as your business does. Each reply records which version of your Brand Rules shaped it, so the history of what you said stays clear as your rules evolve.

See how AI review responses keep each version connected to your rules. Review monitoring keeps new Google reviews arriving.

Writing Brand Rules that work

Be specific. "Warm and concise" helps more than "professional." "Sign as Dana from the front desk" helps more than "be personal."
Give unhappy customers a next step. Name a person or channel for complaints. A reply that offers a way forward does more than an apology alone.
List what you won't say. Prices, refunds, legal admissions, and anything about a customer's health or account are safer kept out of public replies.
Revisit after a month. If you keep making the same edit to drafts, add it to your rules.

For wording ideas, browse review response examples by industry and how to answer negative reviews.

Plan availability

Brand Rules are included on Trial and every paid Profile. → Compare plans

A few useful answers

When does drafting start?

As soon as your Brand Rules are active. Reviews sync and import in the meantime, and RepBot drafts replies for them the moment your rules go live.

Can each location sound different?

Yes. Every Profile has its own Brand Rules.

Can I reuse rules across businesses?

Yes. Copy rules from another Profile as a template, then adjust them for the new business.

How close will drafts sound to us?

The more specific your Brand Rules, the closer drafts get to your voice. You read every reply before it publishes, and if you keep making the same edit, add it to your rules so future drafts start from it.

Put it into practice

Give your next review a useful next step.

Start your 30-day free trial. 25 credits total · No card required.

Start your 30-day free trial