Sending review requests

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

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Automatic requests

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

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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

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Set the message

The default works fine for most:

Hi ! Thanks for choosing . How’d we do? Tap a star to let us know:

The {{review_link}} token is auto-substituted with a unique URL that opens the star-rating widget for this specific customer. Each link is single-use and tied to a specific job. Customize freely — just keep the {{review_link}} token in there.

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Toggle on

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

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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):

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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.

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What the customer experiences

1. They get the SMS / email with the message you wrote, including the review link.
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.

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Dedupe

We won’t send the same customer two review requests within 90 days. 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 (e.g., a year-long maintenance contract where you do the work multiple times), use the manual request flow.

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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.

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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.

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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.

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