Categories / Reviews & Reputation
GatherUp Smart Reply: One Firefly migrates 200+ AV clients; 25% higher adoption
An agency moved 200+ clients to GatherUp with 100% retention, and techs collect reviews from a phone bookmark after each job.
- Task
- leave Grade.us for a modern review platform with AI reply assists and faster field collection
- Result
- 100% client retention migrating 200+ accounts; client adoption +25%; faster onboarding via setup wizard; Smart Reply/Suggested Response used from inbox; "Magic Link" for tech phone bookmarks after jobs
- Tools
- GatherUp (Smart Reply, Suggested Response, Magic Link, multi-platform dashboard)
- previously Grade.us
- Setup
- pilot 10–15 clients → phased migration by service type → training videos + 1:1 support → Magic Link URL for techs → two-step review collection → Smart Reply drafts approved from inbox
Step-by-step setup guide
Benefit: AI-suggested replies arrive by email for one-click approval. Techs open a saved link on their phone to collect a review on the spot.
Step-by-step setup
Step 1. Turn on suggested replies by email. Pick the location, then go to Settings → Notifications and find the Suggested Reply section. Choose a cadence (Daily, Weekly or ASAP), choose 1st party, 3rd party or both, and turn it on for the right users.
Step 2. Set your voice. Go to Settings → AI Reply Prompt, toggle Custom Suggested Reply Prompt on, paste your prompt (below), set the creativity level, and click Save Changes.
Step 3. Approve from the inbox. For authorized Google and Facebook reviews, click Approve and Send Reply in the email. For other sites, copy the suggestion and post it there.
Step 4. Give techs the Magic Link. Bookmark the location's review-collection link on each tech's phone so they can hand it to the customer at job completion.
Step 5. Migrating from another tool? Pilot 10–15 locations first, as One Firefly did, then move the rest in phases.
Copy-paste prompt (for AI Reply Prompt)
You reply for {{business}}. Warm, specific, 2-3 sentences. Mention the technician by first name if the review does.
Never offer discounts publicly. For 1-3 stars, apologize once and invite a call to {{phone}}.Sources
- GatherUp: One Firefly case study. Credit: One Firefly, Katie Frogge (vendor-published).
- Setup paths: GatherUp changelog and help ("Review Response Suggestions", "AI Reply Prompt").
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