Review Requests
Review Requests let you send automated or manual messages asking customers to leave reviews on Google, Facebook, or any custom platform via SMS, email, and WhatsApp. The system handles timing, follow-up retries, and tracking so your team can focus on delivering great service while reviews flow in on autopilot.
What Review Requests Do
The review request system provides three sending methods and supports multi-channel campaigns:
Quick Actions (Manual): Click Quick Actions in the top navigation, select Send Review Request, choose the contact, and confirm. Sends from the currently logged-in user.
Workflow Action (Automated): Add the Send Review Request action from the Actions Library to any workflow with triggers like appointment completed or invoice paid. Sends from the contact’s assigned user for a personal touch.
Reputation Tab (Manual): Navigate to Reputation > Requests, click Send Review Request, select the contact and channels, then track delivery status in real-time.
Multi-channel sending: Select SMS, email, and WhatsApp simultaneously to reach customers on their preferred platform. The system handles fallback automatically if contact details are missing for a selected channel.
Key Configuration Options
Review Link: Choose between Review Balancing (distributes traffic across connected platforms like Google and Facebook automatically) or Custom Link (sends all requests to a single URL) under Reputation > Settings > Review Link. Review Balancing requires Google Reviews integration.
SMS setup: Enable SMS requests under Reputation > Settings > SMS Requests, set initial delay and retry intervals, configure maximum retries, create templates with {{reputation.review_link}} merge token, and assign templates to Live and Retry slots. Optionally enable Request with Image for MMS branding.
Email setup: Enable email requests under Reputation > Settings > Email Requests, set cadence and retry rules, use the drag-and-drop builder to create branded templates with the Review Link element, and assign templates to Live and Retry slots.
Request statuses: Track Queued (awaiting send), Sent (delivered to provider), Delivered (confirmed receipt), and Failed (delivery error) under Reputation > Requests. Retry schedule stops automatically once the customer clicks the review link.
Tracking and Reporting
The platform provides performance metrics to optimize your review generation strategy:
- Sent Requests: Total requests sent through each channel (SMS, email, WhatsApp)
- Opened Requests: Email open rates to gauge message engagement
- Clicked Requests: Click-through rates showing intent to leave a review
- Channel Performance: Compare which channels drive the most reviews
Use these insights to adjust template messaging, timing, and channel mix. Combine with Review Monitoring for closed-loop reputation management.
Pro Tips
- Time requests carefully by sending 1 to 4 hours after a completed appointment when the positive experience is still fresh. Use workflow wait steps to control exact timing.
- Keep SMS under 160 characters and personalize with
{{contact.first_name}}to avoid multi-segment messages and boost response rates. - Design email templates with one clear CTA like a prominent “Leave a Review” button. Avoid overwhelming customers with multiple links or destinations.
- Set 2 to 3 retries maximum to follow up without feeling pushy. The system stops retrying once the link is clicked.
- Use workflows for consistency so every qualifying customer receives a request automatically. Add conditions to filter for positive interactions only.
Common Questions
How do I send from the contact’s assigned user instead of my own account?
Use the Send Review Request action inside a workflow. Workflows send from the contact’s assigned user automatically. Quick Actions always send from the currently logged-in user.
What happens after a customer clicks the review link?
The retry schedule stops immediately for that channel. The system will not send additional follow-up messages for that specific request.
What is the difference between Review Balancing and a Custom Link?
Review Balancing distributes review traffic across connected platforms like Google and Facebook Reviews automatically. A Custom Link sends every customer to a single destination URL you specify.
Which merge token should I use for the review URL?
Use {{reputation.review_link}} in SMS and email templates. This token resolves to whatever review link you configured under Reputation > Settings > Review Link.
Can email templates include more than one review destination?
Yes. Add the Review Link element and configure additional buttons pointing to specific review sites. This gives customers choice over where to leave their review.
Does adding an image to an SMS template change the cost?
Yes. Enabling Request with Image sends as MMS instead of standard SMS. MMS messages typically have higher carrier pricing. Check your messaging provider’s rate card.
Do I need Google Business Profile connected to send review requests?
Only if you want to use Review Balancing. If you prefer a Custom Link to a different platform or landing page, Google Business Profile is not required.
Why did my review request fail to send?
Common causes include invalid phone numbers, missing email addresses, DND Settings enabled on the contact, or SMTP configuration issues. Check the contact’s DND status and verify contact details.