Docs, brand voice
What You Actually Offer
Your menu, services, or product catalog as free text. When a reviewer names a specific item, the AI can confirm it instead of staying generic. It will never list items the reviewer did not bring up.
Why it matters
A 5-star review that says “the brisket was perfect” deserves a reply that confirms the brisket. The Brand Soul tells the AI who you are. The offerings list tells the AI what’s actually on your menu, in your service catalog, or in your product line, so it can match real items with confidence and stay generic about anything else.
Without it, the AI defaults to “glad you had a great experience” on specific compliments because the restraint rule blocks echoing review specifics that aren’t grounded in your profile. Generic replies on specific compliments are wasted warmth.
What to paste
Plain text. No formatting required. Whatever helps the AI recognize the names your customers use.
| Industry | Good entries |
|---|---|
| Restaurant | Menu items by name, signature dishes, dietary call-outs (“vegan biscuits and gravy”), the famous side. |
| Bakery | Loaves, pastries, seasonal items, the thing regulars come back for. |
| HVAC / trades | Services you offer (“heat pump install”, “ductwork rebuild”), brands you carry, certifications. |
| Salon / barbershop | Services (“balayage”, “fade and beard trim”), stylist specialties, product lines you sell. |
| Retail / boutique | Categories, brands carried, specialties (“vintage 80s denim”, “custom framing”). |
3000 character ceiling. Long catalogs work; the model picks the relevant entry per reply.
How the AI uses it
- Reviewer mentions an item that’s in the list → AI can confirm it by name. “Glad the brisket hit the mark.” “Pleased the heat pump is running quiet.”
- Reviewer mentions an item that’s NOT in the list → AI stays general. It will not invent on top of a real-sounding mention.
- No reviewer mention of any specific item → AI ignores the list and replies normally.
- Negative review (1-2 stars) → AI ignores the list entirely. Bad reviews are not the place to spin into menu confirmations.
- Regulated industries (healthcare, legal) → AI ignores the list entirely. Clinical detail and practice area are restricted topics regardless of what’s pasted here.
Common mistakes
- Marketing copy. “Our world-class brisket is slow-smoked over hand-cut peach wood…” — the AI will start echoing the marketing vibe. Just list the item.
- Lists meant for an upsell ad. This field is not where you put what you wish reviewers would order. It’s what’s actually available.
- Stale entries. Items you stopped serving will leak into replies. Keep this current the same way you’d keep your menu current.
What it doesn’t do
The AI will not list items the reviewer didn’t bring up. It will not suggest the customer try other dishes next time. It will not upsell. The list exists so the model can confidently match, not so it can market.
See it in action
Came in last week, ordered the brisket plate with cornbread and the banana pudding. All three were exactly what I wanted on a Sunday afternoon.
Cameron, this really made our afternoon. Glad you had a great experience and hope to see you back soon. Sundays are made for food like that.
Cameron, that's a Sunday plate done right. Glad the brisket and cornbread hit the mark, and the banana pudding is the kind of finish we love hearing about. Come back anytime.
With offerings set, the AI can confirm the specific dishes the reviewer named, instead of staying at "great experience." It still does not list anything Cameron did not bring up.