Reply rules
You can add rules for specific situations — for example, handling reviews that mention a particular keyword differently, or routing certain ratings or locations to manual approval. ThreadWork can also propose rules to you: if it notices you keep making the same kind of edit, it suggests turning that pattern into a rule.
Where to find them
Open Settings → Communication → click on + Add rule.
A window will open where you can describe your rules and specify whether the rule should apply to all reviews or only to reviews with specific star ratings.
Changing rules later
Changes take effect immediately for new reviews. Already-drafted replies waiting in your Inbox keep their current state — switching to High automation won't suddenly publish a backlog of drafts.
Single location rules
Rules can also be set for specific locations.
To do this, go to “Settings” (1), then “Location" (2), and click on the location where you'd like to set up a rule (3). Next, go to Communication (4) and click +Add Rule (5).
The rules you create here apply only to the selected location.
Automation Levels
Automation levels decide how much ThreadWork does on its own. They're the dial between "draft everything, I'll approve each one" and "publish everything, I'll spot-check" — and you can move that dial whenever your confidence (or your workload) changes. You first set these during workspace creation; here's how to revisit them.
Where to find them
Your automation level and reply speed sit alongside your tone-of-voice settings.
Open Settings → Communication → scroll down to Automation Level.
The four automation levels
You can choose between four automation levels.
High automation — replies to all reviews (1–5★) automatically. You can still edit them afterwards.
Safe automation (recommended) — auto-replies to positive reviews (4–5★); negative reviews (1–3 ★)need your approval.
Conservative automation — only replies to 5★ automatically; everything else needs approval.
Manually approve only — every reply is drafted but nothing publishes without your approval.
ℹ NOTE
Whatever the level, ThreadWork's risk scoring keeps an eye out: reviews flagged as higher-risk are exactly the ones automation holds back for human judgement. Every automatic publish is recorded in the Activity Feed, attributed to ThreadWork — so you can audit the automation any time.
Reply speed (your response-time target)
Reply speed is the promise you make yourself about how quickly guests hear back: within 4 hours (recommended), 24 hours, 48 hours, or a custom target. ThreadWork uses it two ways:
Automated replies are timed to go out within the target.
Threads and Insights show whether each reply met the target, and your overall hit rate.
