Docs, brand voice
Let AI Use Names From Your Roster
One toggle. ON, replies use names from your staff roster when it fits. OFF, replies never name an individual and always default to "our team".
Why it matters
You’ve already built a Staff Roster. This toggle controls whether replies ever mention an individual at all.
The right answer depends on your industry. A bakery gets a real warmth boost from “Maggie will be glad to hear that.” A medical practice gets a compliance problem from the same sentence. Same roster, different setting.
What ON vs OFF means
- ON. Replies may use names from your roster when it fits, whether the reviewer named them or not. The AI uses real, verified people to make the reply feel personal. Names that aren’t in the roster are still never invented. Best for salons, restaurants, gyms, retail, places where naming a stylist or trainer feels welcoming.
- OFF (default). Replies never name a specific person. Every reply defaults to “our team” or “our staff” regardless of what’s in the roster or whether the reviewer named someone. The roster is still useful for other features (dashboards, routing) but never reaches the public reply.
Negative reviews should strip names
Regardless of this toggle, the AI is instructed to drop staff names from replies to 1-star and 2-star reviews. Negative reviews are not the place to attach an employee’s name to a public complaint. The instruction lives in the prompt, so the model is asked to follow it, but it is not a hard-coded guarantee. If you spot a slip, flag it and we’ll tighten the prompt.
Quick guide
| Setting | Good fit | Bad fit |
|---|---|---|
| OFF | Most regulated practices, anywhere a misattribution creates real liability, owners who want to keep names off public replies entirely | Personal-experience brands where naming the stylist or trainer is half the magic |
| ON | Salons, restaurants, gyms, retail, neighborhood service businesses | Law, medical, financial advisory, anywhere naming an employee in a public reply creates risk |
Why this is separate from the roster
The roster is who. The toggle is whether to use any of them in public replies. Keeping them separate lets you:
- Build a complete internal roster for dashboards and routing without exposing names in customer-facing replies.
- Flip naming on or off with one click after a compliance review.
- Onboard a roster ahead of time, then turn the warmth on once you trust the output.
See it in action
Quick service and the team was great.
Thanks, Robin! Glad our team could get you in and out quickly, appreciate you taking the time to leave this.
Thanks, Robin! Quick turnarounds are something Mike and the team take a lot of pride in. We appreciate the kind words.
Same roster, same review. OFF keeps every reply at "our team" regardless of who is in the roster. ON lets the AI use roster names when it fits.