How to Use Twisereply

Set up your workspace, then see real examples of the business information that gets you more relevant AI replies.

Getting Started (Free & Starter)

Create your account. Click "No account? Create one." in the sign-in panel, fill in your email, password (entered twice to confirm), and company name, agree to the Terms of Service and Privacy Policy, then click "Create account". You can start exploring the dashboard right away — just note that saving business settings or generating an extension pairing code requires verifying your email first (check your inbox for the link).
Connect the browser extension. In the dashboard, go to "Extension settings", type a name for this device (e.g. "Office desktop"), and click "Generate pairing code". Then open the extension's popup in your browser toolbar, paste that code into its "Connect" field, and click "Connect" — do this right away, the code only stays valid for a few minutes.
Generate your first reply. Click into a reply box on a page the extension is allowed on — the assistant panel appears automatically. Pick a tone, optionally add a one-off instruction, then click "Gen". Review the draft, then click "Fill" to insert it into the real reply box — nothing is ever inserted automatically without you reviewing it first.
Set your Core Rules. Go to "Business settings" and fill in the "Core rules" field (up to 200 characters — short standing instructions included in every reply, e.g. your business hours or policies), then click "Submit changes for approval". Go to "Save approvals" and click "Approve" — changes don't take effect until you approve them yourself.
Check your usage. "Billing & usage" shows how many replies you've used this month against your plan's limit, and which features are or aren't available on your plan.

Starter and up — Import a Business Knowledge base

Import a Business Knowledge base. Go to "Data import" and choose "Paste text", "Upload file", or "Crawl website" to add your own policies, FAQs, or service details. New imports first go to "Review Queue" — nothing is used in replies until you review and approve it there (categories like refunds, pricing, and legal responsibility always require manual confirmation).

AI Reply Examples & Best Practices

See how clear business information helps Twisereply write more relevant, more personal replies to your customers.

You don't need to give AI everything about your business. Give it the right information — the things your customers actually ask about.

Clear, relevant, up-to-date information gives AI better context when it replies to a customer review.

Business Information → AI Refinement → Clear Business Knowledge → Customer Review → Possible AI Reply

The examples below are fictional and provided for illustration. Actual AI replies vary depending on the review, the business information available, and your settings.

Free plan — no Knowledge Base yet? What each plan gives you

Hotel Example

Hotel reviews tend to circle the same handful of topics:

Check-inCheck-outEarly check-inBreakfastRoom cleanlinessStaffWi-FiParkingPetsLuggage storage

Add Business Information

You don't need to build a perfect Knowledge Base by hand. Start by writing down the facts, in plain language — this example business is Harbor View Hotel.

We are Harbor View Hotel, a 4-star hotel near Tokyo Station. Our standard check-in time is 3:00 PM and check-out is 11:00 AM. Early check-in depends on room availability and cannot be guaranteed. Breakfast is served daily from 7:00 AM to 10:00 AM at Harbor Dining on the first floor. Free Wi-Fi is available throughout the hotel. We do not provide on-site parking. Pets are not allowed. Guests may store luggage before check-in and after check-out.

Start with the facts guests ask about most: Check-in · Breakfast · Wi-Fi · Parking · Pets

Refined Business Knowledge

Check-in	Standard check-in begins at 3:00 PM.
Check-out	Standard check-out is by 11:00 AM.
Early Check-in	Early check-in is subject to room availability and cannot be guaranteed.
Late Check-out	Late check-out is subject to availability and may require advance approval.
Breakfast	Breakfast is served daily from 7:00 AM to 10:00 AM at Harbor Dining on the 1st floor.
Wi-Fi	Free Wi-Fi is available throughout the hotel.
Parking	On-site parking is not available.
Pets	Pets are not allowed.
Luggage Storage	Guests may store luggage before check-in and after check-out, subject to hotel procedures and availability.
Room Requests	Requests such as preferred room location or bed type are subject to availability and cannot be guaranteed.
Special Assistance	Guests requiring special assistance are encouraged to contact the hotel in advance so arrangements can be discussed.
Room Issues	Guests experiencing problems with their room or hotel facilities should contact the front desk for assistance.
Housekeeping	Housekeeping services are provided according to the hotel's standard procedures. Guests may contact the front desk for assistance.
Reservation Changes	Changes and cancellations are subject to the applicable reservation terms and booking conditions.
Lost Property	Guests who believe they have left an item at the hotel should contact the hotel as soon as possible with details of the item and their stay.
Payment	Guests should contact the hotel directly regarding accepted payment methods, deposits, or other payment requirements.
Guest Assistance	The hotel team can provide general assistance and information during the guest's stay.

One topic. One clear answer.

✕ BadOne large paragraph mixing check-in, breakfast, parking, Wi-Fi, and pets together.

✓ BetterSeparate information by topic — easier to review, update, and use correctly.

Customer Review

"The room was clean and the staff were very friendly. Breakfast was also great, but I wish I could have checked in earlier after my long flight."

Possible AI Reply

Thank you for your kind review. We're delighted to hear that you enjoyed your clean room, our friendly team, and breakfast. We understand that arriving after a long flight can be tiring, and we appreciate your understanding regarding early check-in, which is subject to room availability. We hope to welcome you again soon.

Possible AI Reply — replies vary depending on available information and your Twisereply settings.

Restaurant Example

FoodServiceAtmosphereWaiting timeReservationsOpening hoursDietary requirementsTakeawayDeliveryGroup bookings

Add Business Information

This example business is Bella Vista, an Italian restaurant.

Bella Vista is an Italian restaurant in central Tokyo. We are open from 11:30 AM to 10:00 PM every day. Dinner reservations are recommended, but walk-in guests are welcome when tables are available. We offer vegetarian options. Guests should inform our staff about allergies or dietary requirements when making a reservation or ordering. Takeaway is available. We do not currently offer delivery. Group reservations for 8 or more guests should be arranged in advance.

Start with what customers ask about most: Opening Hours · Reservations · Dietary Requirements · Takeaway · Delivery · Group Bookings

Refined Business Knowledge

Opening Hours	Open daily from 11:30 AM to 10:00 PM.
Reservations	Dinner reservations are recommended, especially during busy periods.
Walk-ins	Walk-in guests are welcome, subject to table availability.
Large Groups	Reservations for groups of 8 or more guests should be arranged in advance.
Vegetarian Options	Vegetarian options are available. Guests may ask staff for current options.
Food Allergies	Guests should inform staff of any food allergies or dietary requirements when making a reservation or placing an order.
Dietary Requirements	The restaurant will try to accommodate dietary requests where possible. Availability should be confirmed with staff.
Menu Availability	Menu items are subject to availability and may occasionally change.
Takeaway	Guests should contact the restaurant to confirm whether takeaway service is currently available.
Delivery	Delivery service is currently not available.
Special Requests	Seating and other special requests may be accommodated when possible but cannot be guaranteed.
Waiting Time	During busy periods, walk-in guests may experience a waiting time.
Children	Children are welcome. Guests requiring special seating should contact the restaurant in advance.
Accessibility	Guests requiring accessibility assistance are encouraged to contact the restaurant in advance.
Reservation Changes	Guests should contact the restaurant as soon as possible if they need to change or cancel a reservation.
Late Arrival	Guests expecting to arrive late should contact the restaurant. Tables may not be held indefinitely without prior notice.
Private Events	Private dining or group arrangements may be available with advance planning. Please contact the restaurant for details.
Customer Assistance	Staff are available to assist guests with questions about the menu, dietary requirements, reservations, and dining arrangements.

✕ BadOne large paragraph containing all restaurant information.

✓ BetterKeep each topic clear and focused.

Customer Review

"Amazing pasta and lovely atmosphere. The staff were very friendly, although we had to wait a little longer than expected for our table."

Possible AI Reply

Thank you for your wonderful feedback. We're so pleased you enjoyed the pasta, atmosphere, and friendly service. We're sorry that you had to wait longer than expected for your table, and we appreciate your patience. We hope to welcome you back again soon.

Possible AI Reply — replies vary depending on available information and your Twisereply settings.

Spa & Wellness Example

For spas, massage studios, wellness centers, beauty salons, and skincare services.

AppointmentsOpening hoursTreatmentCleanlinessCancellationLate arrivalTreatment durationGift cardsParking

Add Business Information

This example business is Serenity Spa.

Serenity Spa is a wellness and relaxation spa in Tokyo. We are open daily from 10:00 AM to 8:00 PM. Appointments are recommended. Cancellations or appointment changes should be made at least 24 hours before the appointment. Guests should arrive 10 minutes before their scheduled appointment. Late arrival may reduce treatment time depending on subsequent appointments. Gift cards are available. Free parking is available for customers. Our services are intended for relaxation and wellness.

Start with: Appointments · Opening Hours · Cancellation · Late Arrival · Gift Cards · Parking

Refined Business Knowledge

Opening Hours	Open daily from 10:00 AM to 9:00 PM.
Appointments	Appointments are recommended, especially during weekends and peak periods.
Walk-ins	Walk-in guests are welcome subject to therapist and treatment availability.
Arrival	Guests are encouraged to arrive 10–15 minutes before their scheduled treatment.
Late Arrival	Late arrivals may result in a shortened treatment time to avoid affecting subsequent appointments.
Cancellation	Guests should contact the spa as soon as possible if they need to cancel or reschedule an appointment.
Treatment Availability	Treatments are subject to therapist and facility availability.
Treatment Selection	Guests may consult staff before treatment to select an appropriate service based on their preferences.
Health Conditions	Guests should inform staff of relevant health conditions, allergies, injuries, or other concerns before treatment.
Pregnancy	Guests who are pregnant should inform the spa when making a reservation so appropriate treatment options can be discussed.
Allergies	Guests should inform staff of any allergies or sensitivities before treatment.
Couples Treatments	Couples treatments may be available depending on facility and therapist availability. Advance booking is recommended.
Private Rooms	Private treatment rooms may be available depending on the selected service and availability.
Gift Cards	Gift cards may be available. Guests should contact the spa for current options and conditions.
Children	Age requirements may apply to certain treatments or facilities. Guests should contact the spa before booking for children or younger guests.
Accessibility	Guests requiring accessibility assistance are encouraged to contact the spa before booking.
Personal Belongings	Guests should keep valuables secure. The spa's procedures regarding personal belongings should be confirmed with staff.
Parking	Free customer parking is available.
Treatment Advice	Staff can provide general information about available treatments, but guests should consult an appropriate medical professional for medical advice.
Service Purpose	Services are intended for relaxation and wellness.
Customer Assistance	Staff are available to assist with treatment selection, scheduling, and general questions about spa services.

✕ BadOne large paragraph containing unrelated policies and services.

✓ BetterOne topic, one clear answer.

Customer Review

"The massage was very relaxing and the therapist was wonderful. The spa was clean and peaceful. I only wish the treatment had lasted a little longer."

Possible AI Reply

Thank you for taking the time to share your experience. We're delighted to hear that you found your massage relaxing and enjoyed the care from your therapist, as well as our peaceful environment. We also appreciate your feedback regarding the treatment duration. We hope to welcome you back for another relaxing visit.

Possible AI Reply — replies vary depending on available information and your Twisereply settings.

Free Plan — No Knowledge Base Yet? Here's What Actually Helps

Free doesn't include AI Refinement or a Knowledge Base — but you're not starting from nothing.

Every plan, including Free, has one field that's injected into every single reply: Core Rules — up to 200 characters, in Business Settings. It's small on purpose: not a place for paragraphs, just the 2–3 facts that would embarrass a reply if AI got them wrong.

Hotel

Check-in 3PM, check-out 11AM. No on-site parking. Pets not allowed. Free Wi-Fi.

Restaurant

Walk-ins welcome, reservations recommended for dinner. Vegetarian options available. No delivery, takeaway available.

Spa & Wellness

Cancel 24h in advance. Arrive 10 min early. Gift cards available. Free parking.

Don't expect AI to know information you never gave it. If a fact matters — a price, a policy, a deadline — put it in Core Rules. Never rely on AI to guess prices, opening hours, policies, availability, refunds, or services offered.

Important Rules for Better Results

More information is not always better

Relevant information beats large amounts of unrelated content. Prioritize common customer questions, important policies, and frequently mentioned topics — don't upload everything you have.

Keep information current

Update hours, policies, and services as soon as they change.

Remove duplicate information

Don't save the same fact more than once.

Resolve conflicting information

Delete the old version — never keep two conflicting facts side by side.

Old	Check-out: 11:00 AM
New	Check-out: 12:00 PM

Keep information focused

✕One large paragraph about everything.

✓Separate by topic — Check-in, Breakfast, Parking, Pets.

Use specific facts

✕Breakfast is available in the morning.

✓Breakfast is served from 7:00 AM to 10:00 AM.

Don't ask AI to guess

If you haven't provided a fact, don't expect AI to know it.

Protect sensitive information

Never provide passwords, API keys, payment card information, private customer information, or internal confidential information.

Start small and improve

Start with your top customer questions, important policies, and core services — then expand based on real customer feedback over time.

What Each Plan Includes

A quick reference for what you get on each plan — see the full comparison on the Pricing page.

Free

Can do

Generate AI replies in multiple languages (up to 30/month)
Connect 1 browser extension and try it directly on a supported page
Add Core Rules (up to 200 characters, included in every reply)

Cannot do

Import a Business Knowledge base (0 characters on this plan)
Customize Brand Voice (tone/signature)
Use Smart Memory, Customer To-Do, Important Review detection, Data Export, or AI Business Intelligence

Starter

Can do

Everything on Free, with 300 replies/month
Import a Business Knowledge base (up to 5,000 characters, up to 50 imports/month)
Use AI Business Intelligence — basic analysis of Extension usage and Review trends

Cannot do

Customize Brand Voice
Use Smart Memory, Customer To-Do, Important Review detection, or Data Export
Connect more than 1 browser extension

Pro

Can do

Everything on Starter, with 1,500 replies/month and a 10,000-character Knowledge base
Customize Brand Voice (tone, signature, style)
Use Smart Memory — the system remembers confirmed reply patterns over time
Use Customer To-Do and manually confirm which reviews are "important"
Use AI Business Intelligence — adds To-Do problem trends, Knowledge Base health checks, and Risk & Compliance analysis
Connect up to 2 browser extensions

Cannot do

Have important reviews flagged automatically (confirmation is manual on this plan)
Export data
Use the Improvement Center, download PDF/Excel/CSV analysis reports, or set up automatic scheduled analysis

Agency

Can do

Everything on Pro, with 5,000 replies/month and a 20,000-character Knowledge base
Have important reviews flagged automatically
Export data
Use the full AI Business Intelligence & Improvement Center — automatic root-cause analysis, downloadable PDF/Excel/CSV reports, scheduled analysis with critical-signal alerts, and one-click conversion of findings into Knowledge Base update suggestions for you to review
Connect up to 5 browser extensions

Starter, Pro, and Agency all follow the exact same process shown in the examples above — the difference between them is capacity (how much you can store and refine) plus the extra features listed here, not a different way of working.

Better Information. Better Context. Better Replies.

Start with the essentials. Learn from real customer reviews. Improve your business information over time.

Start Free Trial