Smart Actions.
AI-powered email responses you can send with one click.
What Are Smart Actions?
Smart Actions are AI-suggested email responses generated for each piece of feedback. When the triage pipeline scores and categorizes a submission, it also selects the most appropriate action template and drafts a personalized email. You can send it immediately with one click, or preview and edit the content before sending.
Available Templates
Grova includes 7 built-in email templates, each designed for a specific response scenario:
| Template | Use Case |
|---|---|
recovery | Win back unhappy customers with an apology and optional discount offer. |
thank_you_review | Thank positive submitters and invite them to leave a public review. |
question_response | Answer a question submitted through feedback. |
acknowledgment | Acknowledge receipt and let the user know their feedback was heard. |
escalation_internal | Internal alert for critical issues requiring immediate team attention. |
follow_up | Check in with the customer after an initial response or action. |
we_fixed_it | Notify the submitter that their reported issue has been resolved. |
Send vs Preview Workflow
Each feedback item in the dashboard shows a suggested action with a preview of the email content. You have two options: click "Send" to dispatch the email immediately as-is, or click "Preview" to open the full email editor where you can modify the subject, body, and template variables before sending. The preview mode is useful when you want to personalize the response or adjust the tone.
Template Variables
Templates use dynamic variables that are populated from feedback data and your project settings:
| Variable | Description |
|---|---|
customer_name | First name of the feedback submitter. Defaults to "there" if unavailable. |
owner_name | Your name or business name, from project settings. |
offer_type | Discount or incentive for recovery emails (e.g., "15% off your next order"). |
review_url | Link to your Google, Yelp, or other review platform. |
business_name | Your business name, displayed in email headers and signatures. |
Follow-Up Scheduling
After sending a recovery email, Grova automatically schedules a follow-up check-in 7 days later. The follow-up asks the customer if their issue was resolved and invites them to reach out again if not. You can customize the follow-up delay in your project action settings, or disable automatic follow-ups entirely.
Action Settings
Configure default action behavior in your project settings. Options include default offer type for recovery emails, review platform URL, sender name and reply-to address, follow-up delay in days, and whether to auto-send suggested actions or require manual approval. These settings apply to all feedback items in the project unless overridden at send time.