Question 1

Can I switch plans at any time?

Accepted Answer

Yes. You can upgrade or downgrade at any time. Upgrades are immediate; downgrades apply at the end of your billing cycle.

Question 2

What counts as a response?

Accepted Answer

A response is counted each time a customer interacts with your review funnel — either clicking through to Google or submitting private feedback.

Question 3

Do you offer a free trial?

Accepted Answer

Yes. Paid plans come with a 14-day free trial. Cancel anytime.

Question 4

What is bad review deflection?

Accepted Answer

When a customer leaves a low rating (1–3 stars), they are redirected to private feedback instead of Google, helping protect your public rating.

Question 5

What is the AI Employee and what does it actually do?

Accepted Answer

The AI Employee watches your incoming Google reviews and writes a personalised reply for each one — in your brand voice, using your tone settings, and naturally weaving in your location and service keywords (e.g. 'bridal makeup Wakefield', 'lash extensions Leeds'). It emails you the draft so you can approve, edit, or skip it before anything goes public. For 4 and 5-star reviews you can let it post automatically; 1-star reviews always require your sign-off.

Question 6

How does it help with local SEO and Google visibility?

Accepted Answer

Google indexes every word in your review replies, treating them as fresh content for your Business Profile. Replying to reviews consistently — especially with relevant local and service keywords — signals to Google that your listing is active and authoritative. Businesses that reply to all reviews rank higher in local map results and see more profile visits. The AI Employee makes sure every review gets a keyword-optimised reply without you writing a single word.

Question 7

What is the workflow — how does it actually get from review to reply?

Accepted Answer

1. A customer posts a review on Google. 2. HearBack syncs it automatically every 4 hours on paid plans, or every 24 hours on free (or you can sync on demand). 3. The AI Employee drafts a reply tailored to the star rating, the reviewer's name, and what they wrote. 4. You get an email with the draft and three buttons: Post to Google, Edit reply, or Skip. 5. If you Post, the reply goes live on your Google Business Profile immediately. 1-star reviews skip auto-post and always land in your inbox for manual review.

Question 8

Can I edit AI-generated replies before they post?

Accepted Answer

Yes, always. Every draft lands in your Reviews inbox where you can approve, edit inline, or skip it. If you don't like the draft you can regenerate it with one click. Nothing posts to Google without your say-so unless you've turned on auto-post for positive reviews.

Question 9

How does it know my brand voice and keywords?

Accepted Answer

During setup you configure your AI Employee with your business tone (e.g. warm and friendly, professional, playful), a brand description, your location keywords, your service keywords, and any phrases to avoid. The AI uses these as hard rules — it will never use banned phrases, always signs off the way you specified, and only includes keywords that read naturally in context.

Question 10

Can I add more locations later?

Accepted Answer

Yes. The Pro plan includes 3 locations. Additional locations are available as an add-on.

Feature	Free	Starter	Pro
Automated review request emails
Per-link delivery rules
Yelp / Trustpilot / Facebook
Bad review filtering
1–5 star rating funnel
Scan analytics	Limited
Conversion analytics
Monthly responses	120	500	2,000
Email review requests / mo	50	500	2,000
Locations	1	1	3
Review links	3	5	15
QR templates	Basic	Premium	Premium
AI Employee (auto-replies)	5 / mo	Unlimited	Unlimited
AI reply analytics
No HearBack branding
Team members	1	2	3
Priority support

Simple pricing for growing your reviews

Free

Starter

Pro

Compare plans

Frequently asked questions

Ready to grow your reviews?