How to Set Up Custom Review Request Messages (SMS/Email)

About Review Request Messages

Review request messaging automates the process of asking your customers for public reviews. Your CRM can send personalized SMS and email messages after a customer checks in, resend them on a schedule if the customer hasn't responded, and guide customers to your preferred review destination using a customizable review link.

Key Advantages

Using customized review requests offers several benefits for your business:

• Brand Alignment: Craft message templates that reflect your brand’s voice and style across both SMS and email.
• Automation: Schedule when the first message is sent and how often follow-up reminders are sent until the customer clicks the review link.
• Personalization: Incorporate merge fields such as contact names and location details to create tailored messages.
• Flexibility: Direct customers to your Google Business Profile or a custom URL; include multiple links in emails.
• Control: Select which templates are active for the initial send and each retry in the sequence.

Where to Send Review Requests

Once your templates and scheduling are set up, you can send review requests from several areas within the CRM. Choose the method that best suits your workflow:

• Reputation → Requests: Send and monitor requests in bulk or individually.
• Contact Record: Open a contact’s profile and select the option to send a review request.
• Workflows: Use the Review Request action to automate sending based on triggers, such as after an appointment status changes.
• Channels: SMS and email are covered here; WhatsApp requests are configured separately in Reputation → Settings → WhatsApp Requests.

Setting Your Review Link

The review link is the URL included in your messages. You can allow the CRM to distribute reviews evenly across supported platforms or use a custom URL to send all traffic to a single destination.

To configure your review link:

1. Go to Reputation → Settings → Review Link.
2. Toggle on Review Balancing to automatically spread reviews across connected platforms.
3. If using Google, connect your Google Business Profile to route reviews to your listing.
4. Alternatively, select Custom Link and paste a specific URL to direct all customers to one page.

Tip: If using a custom link, ensure it leads directly to your review form. If using balancing, verify your platform integrations are active.

Configuring SMS Requests

SMS requests are concise and personal. Enable the feature, set timing and retry intervals, and create templates that include your review link and an optional image.

To set up SMS requests:

1. Navigate to Reputation → Settings → SMS Requests.
2. Toggle on Enable SMS Review Requests.
3. Set when the first message sends after check-in (e.g., Immediately).
4. Choose how often to repeat the message if the link isn’t clicked (supports custom intervals in days).
5. Set the maximum number of retry attempts.

Creating or Editing an SMS Template

1. Click Create New (or Edit on an existing template).
2. Choose to create from scratch or select a pre-built template.
3. Enter a template name.
4. Optionally enable Request with Image or add an image URL.
5. Compose your message and insert the review link token: {{reputation.review_link}}.
6. Click Save.

Note: Messages with images may send as MMS and incur different carrier fees. Confirm with your provider.

Configuring Email Requests

Email requests support richer branding, images, and multiple review links. Enable the feature, configure timing and retries, and create or import templates using the drag-and-drop editor.

To set up email requests:

1. Go to Reputation → Settings → Email Requests.
2. Toggle on Enable Email Review Requests.
3. Set the delay for the first email after check-in (e.g., 1 Hour).
4. Choose the repeat interval for follow-ups (supports custom intervals in days).
5. Set the maximum number of retry attempts.

Note: “After check-in” refers to when the Send Review Request action is triggered, either manually or via a workflow. The timing you set determines how long after the trigger the email is sent.

Creating or Importing an Email Template

1. Click Create New and choose to create a new template or import from the template library.
2. In the email builder, add your branding and content.
3. Drag the Review Link element into the email or configure the primary CTA button to use the review link.
4. Save the template.

Selecting Live and Retry Templates

After enabling SMS or email requests, you must specify which template to use for the initial send and each retry. This determines exactly what customers receive at each step.

• For email: Click Set Email Templates, select the Live template and assign templates to each Retry slot, then Save.
• For SMS: Click Set SMS Templates, select your Live and Retry templates, then Save.

Step-by-Step Setup Guide

Step 1: Configure Your Review Link

1. From the left sidebar, click Reputation, then open the Settings tab.
2. In Review Link, either enable Review Balancing or select Custom Link and paste your URL.

Step 2: Enable SMS Requests

1. Go to Reputation → Settings → SMS Requests.
2. Toggle on Enable SMS Review Requests and configure your timing and retry settings.
3. Create or edit your SMS templates and assign them as Live and Retry templates.

Step 3: Enable Email Requests

1. Go to Reputation → Settings → Email Requests.
2. Toggle on Enable Email Review Requests and set your timing and retry preferences.
3. Create or import your email templates and assign them as Live and Retry templates.