You set a tone of voice when you created your workspace — but it's not locked in. Everything can be revisited and fine-tuned at any time, and you can even give individual locations their own voice. This article covers where those settings live and how each one shapes your replies.
Tone of voice
Where to find it
Open Settings (1) → Communication (2). The same live preview from onboarding is here too.
Below the tone settings, run a test to hear how it changes as you adjust each setting.
The four tone settings
Formality — Casual, Balanced, or Formal.
Warmth — Neutral, Balanced, or Warm.
Reply Length — Short, Balanced, or Detailed.
Energy — Calm, Balanced, or Playful.
Different tone for different ratings
Use the rating tabs (All, 1–5★) to tune tone per rating — most teams set a warmer, more apologetic register for 1–2★ reviews and a brighter one for 5★ praise. All sets the baseline; per-rating settings override it.
If the tone of voice is customized for just one star rating, a red dot appears next to the star. This can be done for each star rating as needed.
A red dot also appears next to the adjusted settings, which now differ from the general settings—that is, they have been customized specifically for these star ratings.
ℹ NOTE
Tone changes apply to replies drafted after you save — already-drafted replies in your Inbox keep their original wording until you regenerate or edit them.
Advanced options
You can choose writing preferences below the tone of voice.
Use guest's name when available — replies address the guest by name when it's known.
Allow emojis when appropriate — permits the occasional emoji where it fits your brand.
Run the test
Scroll down and click on Run the Test, so you can hear the differences in tone before you save it.
A window will appear, where you can test your tone of voice for each rating individually.
A red button will appear next to the location in Settings → Locations if the location has custom settings.
Reply language
By default, ThreadWork replies in the language the guest wrote in — a German review gets a German reply, a French one a French reply. ThreadWork supports over 60 languages and regional variants (including Swiss German, Swiss French, and Swiss Italian conventions), so your brand reads local in every market.
You can also set a preferred reply language in Communication settings if you want replies in a fixed language regardless of the review's language.
Go to Settings → Communication → scroll down to the bottom of the page.
Per-location voice
Workspace settings are the default for all locations. If one venue has its own character — a fine-dining flagship among casual venues, say — open Settings (1) → Locations (2) → [desired location] (3) → Communication (4) and adjust its tone individually (5). Location settings override the workspace default for that location only.
