A draft is easier to review when the agent knows what you want to acknowledge. Start with the original review, then add the point you would make if you were writing the reply yourself.
Try a brief like this.
“Draft a reply to this review. Thank Alex for mentioning that we explained the options clearly. Keep it warm and short, and sign it Morgan. Show me the draft for this review.”
Read it beside the customer’s words.
Check that the draft responds to what the person actually said. Remove anything that sounds unlike you, and avoid adding details about the customer that they did not choose to make public.
Approve the version you want posted.
Once the wording is right, explicitly approve that exact reply for that review. If you change it afterward, approve the revised version.
The weekly letter is included at no additional charge for retained clients and offered as a paid subscription to the public. Ask me for subscription details.