How the review draft is written
Last updated: April 15, 2026
Every review that comes out of BetterReviews is written from what your customer actually said in the chat. We don’t invent words, we don’t add opinions, and we don’t polish things into marketing-speak. The review should sound like the customer — just a little more structured than a chat message.
This page explains exactly how the draft gets built.
The core rule: preserve the customer’s words
When a customer says “the battery is insane,” the draft says “the battery is insane.” Not “the battery is exceptional.” Not “battery life is outstanding.” The words the customer chose carry their personality — swapping them out kills that.
The same goes for the things they complain about. If they say “it’s pretty good but the buttons feel cheap,” the draft keeps that tension. We don’t soften “feel cheap” to “feel less premium” or drop it entirely. Negative feedback is valid review content.
What we drop
Chat messages have a lot of filler that doesn’t belong in a review. We trim these:
- Hedges — “I guess,” “I think,” “kind of,” “sort of,” “like”
- Conversation starters — “yeah so,” “I mean,” “honestly,” “ok so”
- Filler questions back to the chat — “does that make sense?”, “you know what I mean?”
A customer saying “yeah so I guess the texture kind of draws you in” becomes “The texture really draws you in.” Same meaning, stronger as a review.
What we fix
- Capitalization — reviews start with a capital letter
- Punctuation and grammar — typos, missing periods, dropped articles
- Sentence structure — turning “really good, love the fit” into “Really good — I love the fit” if it reads cleaner
We never touch meaning or opinion. Only mechanics.
What we never do
- Never invent content. If the customer didn’t say the word “comfortable,” the draft doesn’t either.
- Never soften negative feedback. “This isn’t worth the price” stays. We don’t rewrite it as “the value could be better.”
- Never add marketing phrases. “Transformative,” “life-changing,” “game-changer” — if the customer didn’t use those words, they don’t appear.
- Never use semicolons. They read as formal and customers don’t write that way. Commas or periods instead.
What the draft can reference
The draft is always built from what the customer has said in the chat and what the chat can reasonably infer from the order (product name, purchase date). It doesn’t pull in things from elsewhere — other reviews, the product description, things the customer said to you in email last week.
Photos in the review
If the customer attached a photo (via the photo prompt or the paperclip), it’s automatically included with the review. The draft text doesn’t mention the photo. Adding a phrase like “I’ve attached a photo below” would read as robotic — the thumbnail is already visible next to the review.
If the customer describes what their photo shows (“as you can see the stitching is coming apart”), we keep that description as review content. But we never fabricate photo references.
Why this matters
The point of BetterReviews is that reviews written this way convert better — they’re specific, they sound like real people, they build trust. A review that reads like AI copy does the opposite. We’d rather ship a slightly rough draft in the customer’s voice than a polished one that sounds fake.