Review requests

The Reviews page lets you text customers a short link asking how their experience was. They rate you from 1 to 5 stars, you see every rating and comment in one place, and unhappy feedback comes to you privately instead of going public.

How it works

1. 1
   You send a review request, by hand or automatically after an appointment.
2. 2
   The customer gets a text: “Hi [name], how was your experience with [your business]? We’d love your feedback:” followed by a personal link.
3. 3
   The link opens a simple page that asks How was your experience? The customer taps 1 to 5 stars, can add a comment, and selects Submit.
4. 4
   The rating and comment appear in the list on your Reviews page.

What happens after they rate

• 1 or 2 stars — the customer sees a message that their feedback goes straight to your team. The rating counts toward Needs attention, and you get an in-app notification.
• 3 stars — the customer sees a thank-you message.
• 4 or 5 stars — the customer sees a thank-you message and, if a Google review link is saved for your business, a Share it on Google button that opens your Google review page.

Each link can be used once. After a customer has rated, opening the link again shows their thank-you screen.

Where to find it

Open Reviews from the sidebar. At the top you’ll see four numbers: Average rating, Response rate (the share of requests that got a rating), Requests sent and Needs attention (1 and 2 star ratings).

Send a review request by hand

1. 1
   Next to Request a review:, open the Choose a contact… list. It shows your recent contacts that have a phone number.
2. 2
   Pick the customer.
3. 3
   Select Send SMS. You’ll see Review request sent. when the request is created.

Contacts come from your Data Center: anyone your AI has spoken with by phone, website chat, the booking widget or WhatsApp.

Send requests automatically after appointments

Automatic requests are off by default. To turn them on:

1. 1
   Tick Auto-request a review after each appointment.
2. 2
   Set how many hours after the appointment ends the text should go out. The default is 3, and you can choose from 0 up to 168 hours (7 days).

• Each appointment gets one review text at most.
• The customer needs a phone number, and anyone who has opted out of your texts is skipped.
• Cancelled appointments don’t trigger a request.
• Appointments that ended more than a day before the send time are skipped, so turning this on won’t text a backlog of old appointments.

Appointments come from your booking setup. See Online Booking Widget.

Read the list

The table shows your 50 most recent requests with Customer, Status, Rating, Feedback and Requested (the date it was sent). The status is one of:

• Pending — the request was created but the text hasn’t gone out, for example because the customer has opted out of texts.
• Sent — the text was delivered to the messaging provider and you’re waiting for a rating.
• Completed — the customer has rated.

Frequently asked questions

Are review requests sent automatically after every call?

No. Automatic requests are tied to appointments, not calls, and only go out when you turn on Auto-request a review after each appointment. You can send a request after any conversation by hand.

Which number are review texts sent from?

They are sent as SMS through your business’s texting setup, the same way as your other customer texts. See Phone Numbers.

Can customers post a bad review straight to Google from this page?

The page only offers the Google button for 4 and 5 star ratings. Lower ratings stay private on your Reviews page. Customers can still review you on Google directly, as always.

Can I reply to a review from the Reviews page?

No. The page shows the rating and comment. To follow up, contact the customer directly, for example from their record in the Data Center.