Reputation Management And Reviews · 2 min read
Customize Review Request Messages (SMS and Email)
Review requests ask your customers to leave a public review. You control the link they get, when requests go out, and what the messages say.
Where you can send requests
- Reputation > Requests: send one request or many and track them.
- Contact record: open a contact and choose Send Review Request.
- Workflows: use the Send Review Request action, for example after an appointment is marked showed.
- WhatsApp: set up separately under Reputation > Settings > WhatsApp Requests.
Set the review link
Go to Reputation > Settings > Review Link.
- Review balancing: spreads review traffic across the platforms you've connected, such as Google and Facebook.
- Custom link: send everyone to one review page you choose.
You can't send requests until a review link is set.
Choose the cadence
- Turn review requests on or off for SMS and email.
- Choose when the first request goes out, such as right away or after a delay.
- Set how many follow-ups to send and how far apart, so customers who don't respond get a gentle reminder.
Write your SMS request
- Under SMS Requests, edit the message.
- Keep it short and personal. Use custom values such as
{{contact.first_name}}and your business name. - Include the review link placeholder so the link is added automatically.
Example: "Hi {{contact.first_name}}, thanks for choosing us! Would you take a minute to leave us a review? {{review_link}}"
Write your email request
- Under Email Requests, open the email builder.
- Add your logo, a short thank-you, and a button.
- Set the button to use your review link.
- Send yourself a test before you save.
Set live and retry templates
Pick the template for the first request and a separate template for each retry. Retries work best when they're shorter and friendlier than the first message.