AI customer response & intelligence
OpenDots answers your customers’ reviews, comments, DMs and emails in your brand’s voice, resolves what it can, and turns every conversation into insight your teams can act on.
OpenDotsreads, decides, actsEvery one sorted into themes
Sneha R••• · Google Play“Ordered a kurta in M, got an L. The exchange button in the app is greyed out.”Booked the exchange, pickup tomorrow
Why OpenDots
Reviews, comments, DMs and emails from six channels, in more than 30 languages.
OpenDots replies in your voice within minutes. Claire, its AI agent, resolves what it can and hands the rest to your team.
OpenDots sorts each message it answers into themes, so product, ops and marketing know what to fix, without a separate analytics tool.
One month of a hotel group’s reviews. Illustrative numbers.
How it works
OpenDots does most of the work overnight. After that, how soon you go live depends on how quickly your team reviews the playbooks OpenDots drafts and shares its SOPs, knowledge base and system access: two or three days if you move fast, a week or two if not.
Day 1
About ten minutes of your time
Step 1 · Connect
On a guided call with our team, you approve access to each channel. There’s nothing to script, export or configure. From then on it’s our job: OpenDots starts reading what your customers have written and how your team has replied.
Tap a channel to connect it
OpenDotsAll six connectedComing soonFacebookLinkedInWhatsAppWebsite and in-app chat
Overnight
While your team is offline
Step 2 · Learn
OpenDots reads your last 30 days of conversations and picks up your voice and what your team does for each kind of request. By the next day there’s a draft playbook for every request that keeps coming back, ready for your team to approve.
See how Claire learnsPlaybooks drafted overnight
from your last 30 days
Apologize once, by name. Over 30 minutes late: refund the delivery fee and add a ₹100 coupon. Never blame the rider.
Checks before every reply
Check the refund first. If it’s late, say exactly when it will land. After seven days, hand it to finance.
Checks before every reply
Check the code’s terms. If it should have worked, put it back on their account and say so.
Checks before every reply
Thank them by name, mention what they loved, and invite them back. No discounts.
Checks before every reply
and 9 more drafts
Day 2 onward
Your team and ours
Step 3 · Review
From day two, your team reads each draft playbook, edits what isn’t quite right and approves it. You share what the playbooks rely on, like your SOPs, policies and knowledge base, and give access to the systems a playbook needs, such as orders, payments and your CRM.
Replies to reviews need no system access, so they can go live as soon as their playbooks are approved.
See which systems Claire usesGetting ready to go live
6 of 9 ready
Playbooks
Your knowledge
Your systems
Each playbook goes live as soon as what it needs is in place.
Before go-live
Try it on past conversations
Step 4 · Test
Before anything goes out, OpenDots runs each playbook on your past conversations, so you see how it would have answered. Adjust what you need, then choose how much it does by itself. Most brands start with approvals and hand over more as they see the replies.
OpenDots invents nothing: no reply states a refund, date or policy it hasn’t checked, and OpenDots logs every action.
See how approvals workTested on 40 past refund requests38 answered the way your team did · 2 to adjust
For a refund request, how much should OpenDots do on its own?
Riya S. “Ordered 9 days ago, still no refund. Worst service.”
OpenDots writes the reply and gets any refund or credit ready. Your team approves it in one tap, or edits it first.
Always your team, whatever your settings
Legal threatsJournalists and mediaAbuseVIP accounts
Go-live
In 2–3 days, or a week or two
Step 5 · Reply
OpenDots answers every review on Google Play, the App Store and Google Business Profile, and the everyday requests on Instagram, X and email, each in the mode you chose. It replies in the customer’s language and your voice.
On social, OpenDots also knows what needs no public reply: it sets aside spam and friends tagging friends, sends collaboration requests to marketing, and moves complaints to DMs.
See how review replies workPick a review to see how OpenDots answers it
Kratika S••••• · Google Play
i order buy 1 get 1 free offer and i recieved only buy order not free order and i am so disappointed by this.....but food is good
Real OpenDots reply for a client · Google Play
Hi Kratika, we’re glad you enjoyed the food, though we’re sorry the offer experience was disappointing. For Buy 1 Get 1 offers, both items need to be added to the cart so one is discounted automatically. If this still doesn’t work, please write to support@•••••.com with your order details and we’ll look into it.
With your systems connected, OpenDots can also check the order to see why the free item was missed, and credit it if your policy allows.
The first is a real OpenDots reply for a client, names masked; the others are examples of how OpenDots answers.
Every week
From the first week on
Step 6 · Insights
OpenDots sorts every message into themes, in more than 30 languages, so each team sees what’s rising, what’s improving and what’s new, with the customers’ own words behind every number.
See how insights workThis week’s themesOct 13–19
In their words
Mostly Google Play reviews, Friday to Sunday evenings
In their words
Mostly support email and Instagram DMs
In their words
Mostly Google Play reviews
Example week, illustrative numbers. Tap a theme to see the messages behind it.
Who it’s for
OpenDots is for brands that hear from thousands of customers a month: food delivery, consumer apps, fintech, retail chains, hotels and e-commerce.
OpenDots answers every Google Play and App Store review in your voice, can hold the angriest ones for your approval, and shows your product team which issues are dragging the rating down.
OpenDots answers every review across hundreds of locations in one voice, on the page people check before they eat, shop or stay, and shows which outlets need attention first.
Claire replies in public within minutes, takes the conversation to DMs, sorts it out with your systems, and then posts in the thread so everyone sees it was fixed.
Claire looks up the order, checks the refund and tells the customer the date and the reference. Your team only sees the ones that need a decision.
Open the themes that grew this month, see which channels and stores they came from, and take your customers’ own words into the meeting.
OpenDots writes the replies in your voice, so new hires need no training to reply, and customers hear one brand.
OpenDots is an AI customer response and intelligence platform. It replies to customers on Google Play, the App Store, Google Business Profile, Instagram, X and email in your brand’s voice, resolves requests with Claire, its AI agent, and turns every conversation into insights your teams can act on. It answers more than 100,000 reviews a month for brands such as Rebel Foods, Cashify, Multipl and Ownly.
Google Play reviews, App Store reviews, Google Business Profile (Google Maps) reviews, Instagram comments and DMs, X, and email are live. Facebook, LinkedIn, WhatsApp, and website and in-app chat are coming soon.
Yes. OpenDots replies to Google Business Profile reviews for every location in your brand’s voice, within minutes, around the clock. For each type of review you decide whether replies go out automatically or wait for your team’s approval.
OpenDots reads every new review on Google Play and the App Store, works out what pleased or upset the customer, and writes a reply to that specific review in the same language, following your rules (for example, how to handle refunds or a known bug). It writes every reply fresh, so no two replies read the same.
It tends to. Google says replying to a negative Google Play review can raise that rating by 0.7 stars on average. In a study of 4.5 million Google Play reviews, reviews that got a developer reply were six times as likely to have their rating raised: 4.4%, against 0.7% for reviews with no reply (Hassan et al., Empirical Software Engineering, 2018).
Research links it to more customers. SOCi’s 2022 study of more than 31,000 Google Business Profiles found that businesses answering every review converted 16.4% more often than those answering none, where conversion means calls, website clicks and direction requests. In BrightLocal’s 2026 survey of US consumers, 89% said they expect businesses to respond to reviews, and half said generic, templated replies put them off.
Yes. OpenDots detects the language of each message and replies in it. It supports more than 30 languages, including Hindi and Hinglish.
Claire is the AI agent inside OpenDots that resolves customer requests end to end. It learns from your last 30 days of conversations, drafts a playbook for each recurring request, connects it to your systems (such as orders, payments and refunds) and, once your team approves, resolves those requests itself. Anything sensitive or uncertain goes to your team.
No. Claire only uses what it found in your systems for that specific message, and review replies never invent refunds, dates or policies. OpenDots logs every message, lookup, decision and reply it sends. Legal threats, journalists and media, abuse, VIP accounts and anything Claire is unsure about always go to your team.
Most tools either answer customers or analyze their feedback. OpenDots does both in one place, across app stores, Google Business Profile, social and email: it writes each reply for the customer who wrote in and sorts every conversation into categories, themes and feedback points. Claire goes further and resolves requests with your own systems.
About ten minutes of your time, on a short call to connect your channels. OpenDots learns from your last 30 days of conversations overnight and answers reviews on Google Play, the App Store and Google Business Profile from day two. On Instagram, X and email, everyday requests go live first; the rest follow as your team shares its SOPs, knowledge base and system access and signs off on the playbooks: two or three days if your team moves fast, a week or two if not.
Your first month is free, and our team sets OpenDots up with yours. After that, pricing depends on the volume of conversations and the channels you use. Write to hello@opendots.ai for a quote.
Don’t take our word for it.
Leave your details and we’ll get in touch. Before our first call, we run OpenDots on your public reviews, so you see it answer your own customers.
Thanks, . We’ll be in touch shortly.
Your free month starts with a look at what your customers are saying today.
