---
title: Read and reply to customer reviews in Infinity3
description: "Review feedback from connected platforms and respond clearly and professionally. #### Before you start You’ll need access to **Reputation** → **Reviews** and a connected review source with the permissions required to reply. #### Find a review 1. Open **Reputation** →…"
url: "https://www.infinity3.co.uk/help/read-and-reply-to-customer-reviews-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Reputation & Reviews"
---

# Read and reply to customer reviews in Infinity3

Review feedback from connected platforms and respond clearly and professionally.

#### Before you start

You’ll need access to **Reputation** → **Reviews** and a connected review source with the permissions required to reply.

#### Find a review

1. Open **Reputation** → **Reviews**.
2. Use the available filters to find the relevant source or review.
3. Read the full feedback and check whether a reply already exists.
4. Review relevant customer history before responding.

#### Write a reply

1. Open the review’s reply option where supported.
2. Write a response that addresses the customer’s feedback.
3. Check names, facts and tone.
4. Submit the reply using the button shown.
5. Check that it appears on the original review platform.

For positive feedback, thank the customer and acknowledge something specific they mentioned.

For a concern, acknowledge the issue and offer a way to discuss it directly. Keep personal account details out of the public reply.

#### Use AI assistance

If **AI Reply** is available, you can generate a suggested response. Review and edit it before sending.

Check whether automatic replies are already enabled so your team doesn’t duplicate them.

#### Things to know

- Replies are public on the connected review platform.
- Available reply options depend on the source and permissions.
- Use a named team member to handle complaints that need investigation.

If a reply fails, contact Infinity3 with the review source, business profile and error shown.