Sending review requests

Review requests can fire two ways: automatically after each completed job, or manually when you want to ask a specific customer.

​

Automatic requests

The default. After a deal moves to Completed (or the equivalent stage you’ve configured), a review request schedules.

​

Configure timing

Settings → Reputation → Send timing:

• Delay — how many hours after completion to send (default: 24 hours; gives the customer time to reflect, but stays fresh in their mind)
• Channel — SMS, email, or “best available” (SMS if we have a phone, email if not)

A few rules of thumb:

• 24-hour delay works for most service jobs (someone the customer interacts with at the end of the work)
• 48–72 hours for jobs where the customer might want to “see if it works” first (HVAC, plumbing fixes)
• Avoid same-day sends — they feel pushy

​

The 3-message sequence

A review request isn’t one message — it’s a short sequence, and it stops itself the moment the customer engages:

1. Check-in (no ask). Sent at your configured delay after the job: “Just checking in to make sure everything looks good with the work we did.” It deliberately has no review link — if something went wrong, the customer tells you privately instead of Google.
2. The review request. Sent a day later (configurable): the actual ask, with the review link.
3. One follow-up. Sent a few days after that (configurable) — but only if the customer hasn’t opened the review link or picked a star yet. If they’ve visited the link, left a rating, or opted out, the sequence stops automatically. Nobody who already reviewed gets nagged.

Every message is signed by a person, not the business — the {{sender_name}} token resolves to the contact’s assignee (whoever owns the job), or the business owner when nobody is assigned. “Hi Sarah, this is Mike from ABC Roofing” gets far more replies than a faceless blast. Edit all three messages (SMS + email for each) under Reputation → Settings → Review request messages. The {{review_url}} token is auto-substituted with a unique URL that opens the star-rating page for this specific customer — keep it in messages 2 and 3, and leave it out of the check-in.

​

Toggle on

Once timing + message are set, toggle Automatic review requests on. Future completed jobs trigger a send.

​

Manual requests

For one-off cases (a customer who’s happy with you but the deal isn’t tracked in our pipeline; a customer you want to ask out-of-cycle):

​

From a conversation

You can also fire a request straight from the Inbox: open an SMS conversation and click Ask for review in the reply toolbar. It sends to the contact linked to that thread — so they need to be in your CRM first (if they aren’t yet, add them from the conversation, then ask). Handy the moment you’ve wrapped up a job over text.

​

What the customer experiences

1. They get the check-in first, then the SMS / email with the review link (and at most one follow-up if they haven’t acted on it).
2. Tap the link → opens a clean, branded star-rating page.
3. They tap a star (1–5).
4. They’re routed per your funnel mode: in All → public (default) every rating redirects to your Google review page; in Feedback first, a 1–3★ tap opens a private feedback form first (“what went wrong?”), then still offers the Google link.
5. They see a thank-you message.

The whole thing is mobile-friendly and takes ~10 seconds for a straight-to-Google tap, ~30 seconds when feedback is collected.

​

Dedupe

We won’t send the same customer two review requests within 90 days (configurable under Reputation → Settings → Send behavior, “Don’t re-ask the same customer within”). Even if a deal completes and another deal completes 60 days later, we skip the second request. Avoids fatigue. If you really want to re-request more often (e.g., a year-long maintenance contract where you do the work multiple times), lower the window — or set it to 0 to turn the protection off entirely.

​

Quiet hours

Sends are clamped to 9am–8pm in your business’s timezone. A job marked complete at 11pm doesn’t text the customer at 1am — the message waits for 9 the next morning. Follow-up messages in the sequence inherit the same daytime slot.

​

Suppression

Customers who’ve opted out of SMS (replied STOP) won’t get SMS review requests. They’ll get email instead if their channel is set to “best available.” Same for email opt-outs (clicked unsubscribe). Customers tagged do-not-contact are excluded entirely.

​

Brand voice

The review request lands from your business — not “ServiceBooked.” The “from” name is your business’s email-sender name (set in Settings → Brand). For SMS, it’s your phone number (which the customer recognizes from prior conversations). So the review email looks like a personal note from you, not a marketing blast.

​

Multi-location

If you run multiple locations and want different review URLs per location, set up multiple ServiceBooked organizations (one per location) and configure each independently. A first-class multi-location feature is on the roadmap.

​

Next