How to ask your customers for reviews

Step by step

Set up requests (once)

1. In the left menu, open Reputation and click the Settings tab.
2. Under Review Link, turn on review balancing (spreads customers across connected platforms such as Google) or choose Custom Link and paste your review page URL.
3. Open SMS Requests and turn on the toggle in the top-right corner.
4. Choose when the first text goes out after the request (for example, immediately), how often it repeats until the customer clicks, and the maximum number of retries.
5. Choose the sender phone number.
6. Create or edit the SMS template. The text must include the {{reputation.review_link}} placeholder, which is replaced by your review link. Save.
7. Under Set SMS Templates, pick the template for the first send and for each retry, then save.
8. Do the same under Email Requests: turn it on, set timing and retries, choose the sender email, build the template with the review link element and set the sequence.

Send a request manually

1. Open Reputation › Requests and click Send Review Request.
2. Search for and pick the contact.
3. Choose the channel (SMS or email) and confirm.
4. The request appears in the list with its status.

You can also send one from the contact record in Contacts with Send Review Request, or from quick actions at the top of the left menu. In these cases, the sender is the user who is signed in.

Send automatically

1. In Automation › Workflows, open or create a workflow (for example, triggered when an appointment is completed).
2. Add the Send Review Request action and choose the channel (SMS or email).
3. Save and publish the workflow. If the contact has an assigned user, the request is sent on that user's behalf.