Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt

Use this file to discover all available pages before exploring further.

The Reputation feature does two things, in a single funnel:
  1. Sends happy customers to your Google Business Profile so they leave 5-star reviews.
  2. Catches unhappy customers privately so you can fix the problem before they post a 1-star review on Google.
Both happen automatically after every completed job, if you turn it on.

​
How the funnel works

When a job wraps (deal moves to Completed, appointment marked done, or you trigger manually), we fire a review request:
  1. Customer gets an SMS or email asking how the job went, with a star rating widget.
  2. They tap 4 or 5 stars: redirected immediately to your Google review page to leave a public review.
  3. They tap 1, 2, or 3 stars: redirected to a private feedback form (“we’re sorry — what went wrong?”). Their feedback comes to you privately, doesn’t go public.
So happy customers funnel to public reviews; unhappy customers funnel to private feedback. You hear about problems before Google does.

​
Why this works

Most owners only ask for reviews from customers who explicitly say “we loved you.” The rest never get asked because owners don’t want to risk a bad review. Result: you have 4 reviews on Google when you should have 40. Automating the request — to every completed customer — and routing star ratings before publication solves both: you ask everyone, but only happy customers reach Google.

​
Set up

Three things to configure:
  1. Connect your Google Business Profile — so we have a Google review URL to send happy customers to. (GBP setup →)
  2. Turn on automatic review requests — fires after each completed job. (Sending requests →)
  3. Choose channel and timing — SMS within 1 day, email within 3, etc.

​
Tracking

The Reputation dashboard shows:
  • Requests sent in a given period
  • Star ratings breakdown (how many 5s, 4s, 3s, etc.)
  • Public reviews captured (5/4 stars that clicked through to Google)
  • Private feedback received (1/2/3 stars that left written feedback)
  • Conversion rate — % of requests that resulted in a public review

​
Limits

  • Don’t send the same customer two review requests within 90 days. We dedupe automatically.
  • For the AI to know when to fire, you need a clear definition of “completed.” Most orgs use the deal moving to Completed stage as the trigger.

​
Negative-feedback handling

When a customer leaves negative feedback (1-3 stars + a written explanation), it shows up:
  • In your inbox as a conversation
  • As an interaction on the customer’s contact record
  • In the Notifications bell for owners + admins
Read the feedback, decide how to respond (refund, redo the work, apology call, etc.), and you’ve prevented a public bad review.

​
Next

Send your first review request

Set up automatic + manual sends.

Connect Google Business Profile

Get your Google review URL configured.