Review Requests Setup

Set up automated and manual review request campaigns through SMS, email, and WhatsApp to consistently collect customer reviews on Google, Facebook, and custom platforms.

Prerequisites

Before configuring review requests, make sure you have the following ready:

Admin access to your GoHighLevel sub-account
Active SMS and email capabilities in your account
Connected Google Business Profile (if using Google reviews) via Settings > Integrations > Google Business Profile
Connected Facebook Page (if using Facebook reviews) via Settings > Integrations > Facebook
A verified phone number for SMS sending
Verified sender email address for email requests

Connect Your Review Platforms

Start by linking the review platforms where you want customers to leave feedback.

Link Google Business Profile

Navigate to Settings > Integrations
Locate Google Business Profile in the integration list
Click Connect
Sign in with the Google account that has Owner or Manager access
Select your business location from the dropdown
Confirm permissions when prompted
Verify the Connected badge appears

Link Facebook Page

Navigate to Settings > Integrations
Locate Facebook in the integration list
Click Connect
Log in with your Facebook credentials
Select the Facebook Page you want to connect
Accept permission prompts
Confirm the Connected badge appears

Enable Review Requests

Turn on the review request feature in the Reputation settings.

Navigate to Reputation > Settings
Locate the Review Requests section
Toggle on Enable SMS Review Requests
Toggle on Enable Email Review Requests
Click Save to apply changes

Without enabling these toggles, review requests will not send even when triggered by workflows or manual actions.

Configure Your Review Link

Set the destination URL where customers will be directed when they click your review link.

Option 1: Review Balancing

Navigate to Reputation > Settings > Review Link
Toggle on Enable Review Balancing
Click Configure Balance
Set the distribution ratio between Google and Facebook (for example, 60% Google, 40% Facebook)
Click Save

Review Balancing automatically distributes review traffic across connected platforms. Use this when you want to build reviews on multiple sites simultaneously.

Option 2: Custom Link

Navigate to Reputation > Settings > Review Link
Select Custom Link
Paste your specific review destination URL (your Google review page, Yelp listing, or custom landing page)
Click Save

A Custom Link sends every customer to a single destination. Use this when you have one primary review platform.

Create SMS Review Request Templates

Build SMS templates for your initial request and follow-up retries.

Build Your First SMS Template

Navigate to Reputation > Settings > SMS Requests
Click Create New
Choose Create New from Scratch for full control
Enter a Template Name (for example, “Initial Review Request”)
Write your message body using a friendly, personal tone
Include the merge token {{reputation.review_link}} so the system inserts the correct review URL
Optionally enable Request with Image to attach a photo or logo (sends as MMS)
Preview the message on the phone mockup
Click Save

Sample message: “Hi {{contact.first_name}}, thank you for choosing us! We would love to hear about your experience. Leave us a quick review here: {{reputation.review_link}}“

Build Follow-Up Templates

Click Create New again
Create at least one retry template with slightly different wording
Save each template

Assign SMS Sequence

Click Set SMS Templates
Select which template is the Live template (sent first)
Assign templates to each Retry slot using the dropdowns
Click Save to apply the sequence

Configure SMS Cadence

In Reputation > Settings > SMS Requests, set When to send SMS after check-in to control the initial delay (for example, “Immediately” or “1 Hour”)
Configure Until clicked, repeat this every to set the retry interval (for example, “3 Days”)
Set Maximum retries to control how many follow-up messages are sent (recommended: 2 to 3)
Click Save

Create Email Review Request Templates

Build email templates using the drag-and-drop builder for richer branding.

Build Your First Email Template

Navigate to Reputation > Settings > Email Requests
Click Create New
Choose Create new Template for full control or Import from Template Library to start with a proven format
Use the drag-and-drop email builder to add your branding, logo, text, and buttons
Drag the Review Link element from the Elements panel into your layout
Alternatively, configure your primary call-to-action button to use the review link URL
Preview the email
Click Save

Build Follow-Up Templates

Create at least one additional email template for retry messages
Use a slightly different subject line and opening line to avoid repetition
Save each template

Assign Email Sequence

Click Set Email Templates
Choose the Live template from the dropdown (this is the first email sent)
Assign templates to each Retry slot from the available dropdowns
Review or edit subject lines on the right side of the panel if needed
Click Save to apply

Configure Email Cadence

In Reputation > Settings > Email Requests, set When to send Email after check-in to choose the initial delay (for example, “1 Hour” or “1 Day”)
Configure Until clicked, repeat this every for the retry interval (for example, “5 Days”)
Set Maximum retries for the number of follow-up emails (recommended: 2 to 3)
Click Save

Set Up Automated Review Requests

Create a workflow that automatically sends review requests after positive customer interactions.

Build Your Review Request Workflow

Navigate to Automation > Workflows
Click Create Workflow
Name your workflow (for example, “Automated Review Requests”)
Add a Trigger based on your use case:
- Appointment Status Changed to “Completed”
- Invoice Paid
- Pipeline Stage Changed to a success stage
- Contact Tag Applied for satisfied customers
Add a Wait step (for example, 2 hours after the trigger event) so the request arrives when satisfaction is highest
Add the Send Review Request action from the Actions Library
Select the channel: Email, SMS, or both
Save and publish the workflow

The workflow automatically sends review requests using the templates and cadence you configured. The system uses the contact’s assigned user as the sender to make the message feel personal.

Test Your Setup

Verify that your review request system works correctly before going live.

Test SMS Request

Create a test contact with your own phone number
Manually trigger the workflow or use Quick Actions > Send Review Request in the top navigation
Confirm you receive the SMS
Click the review link and verify it opens to the correct destination
Confirm that the review link URL matches your configured Review Link setting

Test Email Request

Create a test contact with your own email address
Trigger a test review request email
Confirm you receive the email
Check that branding, images, and buttons render correctly
Click the review link button and verify it opens to the correct review page

Monitor Status

Navigate to Reputation > Requests
Check that your test requests appear in the list
Verify status shows as Sent or Delivered
Confirm that click events are tracked when you click the review link

If any test fails, review your SMS and email template configuration, verify your review link settings, and confirm your platform integrations are active.

Next Steps

Now that your review request system is configured, you can expand your reputation management strategy:

Set up Review Monitoring to track incoming reviews across all platforms in one dashboard
Configure the Review Widget to display customer reviews on your website
Explore Google Reviews integration features for advanced GBP management
Build workflows that tag contacts based on review submission or star rating
Create internal notifications that alert your team when negative reviews come in