Automated Review Requests

Automatically collect customer reviews after job completion with SMS review requests. Build your online reputation and attract more customers with authentic reviews.

Overview

The Review Request feature automatically sends SMS messages to customers after their job is completed, asking them to leave a review on your preferred platform (Google, Yelp, Facebook, etc.). This helps you:

• Build your online reputation with authentic customer reviews
• Improve local SEO rankings with more Google reviews
• Identify happy customers who can become referral sources
• Get feedback to improve your service quality

Setting Up Review Requests

1Enable the Feature

Toggle Enable Review Requests to turn on automated SMS review requests. When disabled, no review requests will be sent automatically.

2Choose Your Review Platform

Select where you want customers to leave reviews:

• Google Reviews - Best for local SEO and visibility
• Yelp - Popular for service businesses
• Facebook - Great for social proof
• Better Business Bureau - Builds trust and credibility
• Trustpilot - Good for broader online presence
• Custom URL - Link to any review platform

3Add Your Review URL

Enter the direct link to your review page. For Google Reviews, you can find this at business.google.com under your business profile.

4Set the Timing

Configure when the review request is sent:

• Delay: How long to wait after the trigger (30 minutes to 1 week)
• Trigger: When to start the countdown:
  • Job Completed - When technician marks job complete
  • Payment Received - After customer pays (recommended for higher response)

5Customize Your Message (Optional)

Create a personalized message using these placeholders:

• {{customerName}} - Customer's first name
• {{companyName}} - Your business name
• {{reviewLink}} - The review URL you configured

Example message:

Hi {{customerName}}, thank you for choosing {{companyName}}!
We'd love to hear about your experience: {{reviewLink}}

Filtering Review Requests

Control which jobs trigger review requests:

Minimum Job Value

Set a minimum dollar amount to only request reviews for larger jobs. This ensures you're asking customers who had a more significant service experience.

Cooldown Period

Built-in protection: Customers won't receive more than one review request every 30 days, even if they have multiple jobs completed. This prevents spam and maintains a positive customer experience.

Customer Opt-Out

Customers can opt out of review requests in several ways:

• Reply STOP to any SMS (automatic Twilio handling)
• Request opt-out through your office (you can mark them in the system)
• Customers with doNotContact flag are automatically excluded

Tracking Performance

Monitor your review request effectiveness with built-in statistics:

Best Practices

1. Timing matters: Send requests 2-4 hours after job completion while the experience is fresh
2. Trigger on payment: Customers who've paid are more likely to leave positive reviews
3. Keep messages short: SMS has character limits; get to the point quickly
4. Set minimum values: Focus on customers who had substantial services
5. Monitor your stats: Adjust timing and messaging based on conversion rates

Frequently Asked Questions

Can I send review requests manually?

Yes! You can send an immediate review request from the job details page using the "Request Review" action.

What if a customer has multiple jobs?

The 30-day cooldown ensures they only receive one request per month, regardless of how many jobs they have.

Can I cancel a scheduled review request?

Yes, pending review requests can be cancelled from the job details or the pending requests list.

Does this work with all phone numbers?

SMS is sent to US/Canada phone numbers. International numbers may have limited support depending on your Twilio configuration.