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How to customize the messages and cadence of SMS and email review requests

In Reputation › Settings, set the Review Link, turn on SMS Requests and Email Requests, choose when to send and how often to retry, create your templates with the {{reputation.review_link}} field and assign them to each send under Set Templates.

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Before you start

  • To send SMS you need an active phone number in your account; for email, a sender set up in the Elooo System email service.
  • Connect your Google Business Profile (or have the link to the page where you want reviews ready).
  • Decide the cadence: how long after the visit the first request goes out, and how many times it repeats.
Where to find it

Reputation › Settings › SMS Requests / Email Requests

Step by step

  1. Open Reputation and click the Settings tab.
  2. Under Review Link, pick one option:
    • Review Balancing: the system spreads customers across the connected platforms (for example, Google).
    • Custom Link: paste the exact URL of the page where you want every review to go.
  3. If you use a custom link, open it in a tab and confirm it goes straight to the review form.

SMS requests

  1. Open SMS Requests and flip the toggle in the top-right corner on.
  2. Under When to send SMS after check-in, choose the delay (immediately, 1 hour, 2 hours, 4 hours or custom).
  3. Under Until clicked, repeat this every, pick the retry interval (days, a week, a month, or custom in hours/days), and under Maximum retries how many follow-ups you allow (1 to 5).
  4. Choose the default sender number for the texts.
  5. Click Create New to build a template: start from scratch or pick a pre-built one from the library and click Edit Template.
  6. Name the template, write the message and make sure it contains the {{reputation.review_link}} field (that's the review link). You can use contact fields such as {{contact.first_name}}.
  7. For an image, turn on Request with Image and upload an SVG, PNG or JPG (or paste an image URL). Check the phone preview on the right and click Save.
  8. Click Set SMS Templates, choose the template for the first send (Live) and for each Retry, then click Save.

Email requests

  1. Open Email Requests and flip the toggle in the top-right corner on.
  2. Set the first-send delay, the retry interval and the maximum retries, just like for SMS.
  3. Choose the default sender email.
  4. Click Create New › Create new Template (or Import from Template Library).
  5. In the editor, build the email with your branding and drag the Review Link element into it (or point the main button at the review link). Save.
  6. Click Set Email Templates, choose the Live template and the template for each Retry, review the subject lines and click Save.

Tips

  • "After check-in" counts from the moment the request is triggered: manually from the contact record or from Reputation › Requests, or automatically through the Send Review Request action in a workflow.
  • Use a different template for each retry so it doesn't feel repetitive (e.g. 1st "How did we do?", 2nd "It only takes 30 seconds").
  • To duplicate a template without touching the original, use the copy icon under Manage Your Templates.
  • WhatsApp requests are set up separately under Settings › WhatsApp Requests.

Common problems

  • I can't create or edit templates → The channel toggle is off. Turn on SMS Requests or Email Requests in the top-right corner.
  • The customer gets the request but the link doesn't open the review page → Check the Review Link: if you use a custom link, test it; if you use balancing, make sure the platform is connected under Integrations.
  • The retries never stop → They stop when the customer clicks the link or when Maximum retries is reached. Lower the maximum or widen the interval if it feels like too much.
  • The SMS with an image arrives as MMS or costs more → An image turns the message into an MMS, with different carrier fees. If it isn't worth it, turn off Request with Image.
  • The email goes out without the link → The Review Link element is missing from the template. Edit the template, drag the element in (or link the button) and save.

Frequently asked questions

Can I use hours instead of days for the interval?

Yes. Under Until clicked, repeat this every, choose Custom and set the number and unit (hours or days).

Where can I see who has already received requests?

Under Reputation › Requests you'll see the requests sent and the status of each one.

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