--- title: How to Use the Ask AI and Reply to Review Workflow Steps description: "Build a Review received → Ask AI → Reply to Review workflow: filter by Review Source, write an Ask AI prompt with merge tags, add photos, insert the AI answer as the reply, and see how AI credits are used." --- [Skip to content](https://support.pabau.com/en/pabau2/how-to-use-the-ask-ai-and-reply-to-review-workflow-steps#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Marketing](https://support.pabau.com/en/pabau2/marketing?hsLang=en) # How to Use the Ask AI and Reply to Review Workflow Steps ## In this article, we will show you how to use the Ask AI step and the Reply to Review step in Workflows, so Pabau can write and post a reply each time a client leaves a review. **NOTE:** The **Ask AI** step uses credits from your clinic’s normal credit balance: each answer uses 1 credit, plus 0.2 credits for each photo sent to the AI (up to 10 photos, so no more than 3 credits per answer). If your balance is too low, the step does not run and no credits are used. **Reply to Review** only replies to reviews left through Pabau. #### **Step 1: Start a Workflow With the Review Received Trigger** Go to **Marketing → Workflows** and click **Create workflow**, then **Start from scratch** (or open an existing workflow). In **Choose what starts this workflow**, pick **Messages & reviews**, then **Review → Received**, and click **Set trigger & continue**. The workflow now starts each time a client leaves a review. Reviews imported through Data Hub, and reviews written more than 7 days before they reached Pabau, do not start the workflow. #### **Step 2: Add a Source Condition** Only reviews left through Pabau can be answered by the **Reply to Review** step, so stop the workflow early for the rest. This also means you don't spend credits on reviews you can't reply to. 1. Click **+** under the trigger and choose **Condition**. 2. In **Field**, choose **Source** (under **Review**). 3. Leave **Operator** on **is** and set **Value** to **Pabau**. The other values are **Google**, **Trustpilot** and **Doctify**. 4. Click **Add Condition**. ![The condition panel with Field set to Source, Operator is, and the Value list showing Pabau, Google, Trustpilot and Doctify](https://support.pabau.com/hubfs/kb/workflow-ask-ai-01-source-condition.png) *The Source condition keeps only reviews left through Pabau* **TIP:** The trigger also has a **Review Source** merge tag, so you can include where a review was left in an email or note. #### **Step 3: Add the Ask AI Step and Write the Prompt** Click **+** under the condition, choose **Action**, then **Operations → AI → Ask AI**. ![The Operations categories, Dataops and AI](https://support.pabau.com/hs-fs/hubfs/kb/workflow-ask-ai-02-ai-category.png?width=537&height=320&name=workflow-ask-ai-02-ai-category.png) *Ask AI is in the AI category under Operations* In **Prompt**, write what the AI should do. Click **{ } Insert merge tag** and open **Trigger · Review** to add the details it needs, such as **Review Score** and **Review Message**. For example: *Write a short, warm reply to this review. Thank the client and keep it under 60 words. Score: \[Review Score\]. Review: \[Review Message\]*. ![The Ask AI step with a prompt that includes the Review Score and Review Message merge tags](https://support.pabau.com/hs-fs/hubfs/kb/workflow-ask-ai-03-prompt.png?width=423&height=811&name=workflow-ask-ai-03-prompt.png) *An Ask AI prompt using the review’s score and message* The AI’s answer becomes this step’s output, which later steps can insert, for example in an email, a note or the **Reply to Review** step. #### **Step 4: Add Photos (Optional)** Ask AI can also look at photos with the prompt, for example *"How many grafts would this hair transplant patient need?"*. Choose an option in **Photos**: - **No photos** – send the prompt only. Leaving the field empty does the same. - **Latest photos** – the newest photos on the workflow’s client card, or its lead’s photos. - **Appointment photos** – photos saved against the appointment that started the workflow. - **Trigger photo** – the photo that started the workflow (the Documents and photos trigger). Click **+ Add field** to add **Number of Photos** (1 to 10 – leave it empty for 3) and, for **Latest photos** only, **Album** – type the name of a client photo album to take the photos from that album. Click **Save action**. ![The Photos, Number of Photos and Album fields on the Ask AI step](https://support.pabau.com/hs-fs/hubfs/kb/workflow-ask-ai-04-photos.png?width=512&height=981&name=workflow-ask-ai-04-photos.png) *Photo options on the Ask AI step* **NOTE:** Photos are sent at medium size (the 1280px copy where there is one). JPEG, PNG, GIF and WebP photos are sent; HEIC photos and videos are skipped. Any estimate the AI makes from photos is an indication for a clinician to confirm. #### **Step 5: Add the Reply to Review Step** Click **+** under the Ask AI step, choose **Action**, then **Actions in Pabau → Reviews → Reply to Review**. This step is only offered when the workflow starts with the **Review received** trigger. In **Reply**, click **{ } Insert merge tag**, open the Ask AI step (for example **Step 3 · Ask AI**) and click **Ask AI** to reply with the AI’s answer. You can also type your own text around it. Click **Save action**. ![The Reply to Review step with the merge tag list open on Step 3 Ask AI](https://support.pabau.com/hubfs/kb/workflow-ask-ai-05-reply-merge-tag.png) *Insert the Ask AI step’s answer as the reply* The reply is shown under the review on your online booking page. #### **Step 6: Test, Save and Publish the Workflow** Your workflow now reads **Review received → Source is Pabau → Ask AI → Reply to Review**. Click **Test Workflow** to check it – a test shows a sample answer and uses no credits. Then click **Save** and switch the workflow from **Draft** to **Publish**. ![A finished workflow: Review received trigger, Source condition, Ask AI and Reply to Review](https://support.pabau.com/hs-fs/hubfs/kb/workflow-ask-ai-06-finished.png?width=549&height=537&name=workflow-ask-ai-06-finished.png) *The finished review reply workflow* #### **Which Reviews Get a Reply?** - Only reviews left through Pabau. Google, Trustpilot and Doctify reviews are answered on those sites. - A review that already has a reply is left as it is, so a reply from your team is never overwritten. - A review that is skipped for either reason is not counted as a failed run. #### **How Are Credits Used?** Each Ask AI answer uses 1 credit, plus 0.2 credits for each photo sent to the AI (up to 10 photos, so no more than 3 credits per answer). Credits come from your clinic’s normal credit balance and are taken only after a successful answer. Ask AI is not also charged as a workflow action. If your balance is too low, the step does not run and no credits are used. Running a Test uses no credits. See [Low Credit Balance Banner: What It Means and How to Clear It](https://support.pabau.com/en/pabau2/what-does-the-low-credit-balance-banner-mean?hsLang=en). #### **Does Anyone Check the AI Reply Before It Is Posted?** No. The reply is posted under the review straight away. The AI is told not to invent facts and not to mention a client’s treatment or health in a public reply, even if the client did – but you should write your prompt with that in mind, and check your replies from the Reviews page. See [Overview of Reviews](https://support.pabau.com/en/pabau2/overview-of-reviews?hsLang=en). #### **What’s Next?** For more on building workflows – triggers, conditions, actions and publishing – see [Workflows: Detailed Walkthrough](https://support.pabau.com/en/pabau2/workflows?hsLang=en). Another example of a workflow action: [How to Add a Label to a Client or Lead with a Workflow](https://support.pabau.com/en/pabau2/how-to-add-a-label-to-a-client-or-lead-with-a-workflow?hsLang=en). --- Was this guide helpful? Let us know by voting below - your feedback helps us write clearer articles. For [more guides](https://support.pabau.com/en/pabau2?hsLang=en), browse the related articles below or use the search bar at the top of the page. 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