> ## 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.

# Sending review requests

> Configure when and how review requests fire — automatically after every job, or manually on demand.

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

### Set the message

The default works fine for most:

> Hi {{first_name}}! Thanks for choosing {{business_name}}. How'd we do? Tap a star to let us know: {{review_link}}

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.

### 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):

<Steps>
  <Step title="Open the contact">
    From **Contacts**, click into the person you want to send to.
  </Step>

  <Step title="Click 'Send review request'">
    On the contact detail header.
  </Step>

  <Step title="Pick channel + send">
    Confirm channel (SMS, email) and click **Send**. Goes out within seconds.
  </Step>
</Steps>

### 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 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](/reputation/the-funnel)**: 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. 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.

## 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

<CardGroup cols={2}>
  <Card title="The funnel" icon="git-branch" href="/reputation/the-funnel">
    The three funnel modes and which to choose.
  </Card>

  <Card title="Connect Google Business Profile" icon="link" href="/reputation/google-business-profile">
    The setup that makes the Google redirect work.
  </Card>
</CardGroup>