Help Center

Introduction

Encouraging clients to leave reviews on platforms like Google My Business can significantly benefit your business by enhancing credibility, improving search visibility, and building trust with potential customers. This article explains how to send review requests both manually and automatically using your CRM.

Prerequisites

Before you begin sending review requests, ensure the following:

Integrate your Google My Business account with the CRM or configure a third-party review link.
Enable review requests in your sub-account settings.
Optionally, customize the SMS or email messages used for review requests.
Verify that your Google Business Profile is fully integrated and linked to the correct location.

Benefits of Gathering Reviews

Positive reviews can:

Boost sales and conversions by providing social proof.
Improve SEO, helping your business rank higher in search results.
Build trust with visitors, making them more likely to engage with your business.
Enhance the customer experience by offering insights to future buyers.

Ways to Send Review Requests

There are three methods to send review requests from within the CRM:

1. Quick Actions (Manual)

Quick Actions are shortcuts located above the sidebar that allow you to perform various tasks quickly. To send a review request manually:

Select the Quick Action for sending a review request.
Note: The request will be sent from the currently signed-in user. To send on behalf of the contact’s assigned user, use the Workflow Action method instead.

2. Workflow Action (Automated)

Automate the process by adding a “Send Review Request” action within a workflow:

Choose the channel (Email or SMS) for sending the request.
If the contact has an assigned user, the request will be sent from that user’s account.

3. Reputation Tab (Manual)

To send individual review requests manually and track all sent requests:

Navigate to the Reputation tab in the sidebar.
Go to Requests and follow the prompts to send a review request.

Review Request Statuses

After sending a review request, you may see one of the following statuses:

Queued: The request is waiting to be sent, possibly due to a queue or a scheduled delay.
Sent: The system has successfully sent the request.
Delivered: For SMS, Twilio confirms delivery; email delivery status may not be provided by all services.
Failed: The request could not be delivered, often due to an invalid phone number or email issue.

Troubleshooting

If you encounter issues:

Ensure phone numbers and email addresses are valid.
When using SMTP integration, send review requests from a user account whose email matches the integrated SMTP email.

Disputing Google Reviews

If you need to dispute or report a Google Review you believe is incorrect or spam, refer to Google’s official guidelines for resolving such issues.

How to Send Review Requests