Getting Reviews (Requests)

Your Goal: Share Your Review Link with All Clients

Your aim is to share your review link with all of your clients. This way, each client lands on your review link page, where they can provide either private feedback or a public review on your integrated platforms. There are multiple ways to accomplish this goal, and we'll explore each method in detail.

The Review Link Page Experience

When customers click your review link, they arrive at a page designed to capture their feedback in the most appropriate way. Whether they have something great to say publicly or concerns to share privately, your review link page handles it all intelligently.

The Simplest Method

The first method to obtain reviews via your link is by manually sending it to your clients. This is perfect for personal, one-on-one interactions where you want to request a review from a specific customer immediately.

How to Share Manually

By clicking the link button, you'll open your review link page. Simply copy the link and manually send it to your clients through whatever communication method you prefer - text message, email, chat apps, or even social media direct messages.

When to Use Manual Sharing

This method works best right after providing excellent service when the experience is fresh in the customer's mind. It's personal, immediate, and perfect for situations where you've had a particularly positive interaction with a customer.

Collecting Reviews In-Person

Another effective option for collecting reviews through the review link is by utilizing the kiosk mode. This transforms a tablet or device in your business into a dedicated review collection station.

Setting Up Kiosk Mode

Click the download button and choose the 'Download Kiosk Mode Page' option. You can then print it out and display it in your local business. Position it at your checkout counter, reception desk, or anywhere customers naturally pause during their visit.

The QR Code Solution

After a purchase experience, your clients can scan the QR code displayed on the screen to access your review link page and provide either private feedback or a public review. This removes any friction from the review process - customers don't need to type anything or search for your business.

Downloading and Using QR Codes

You can download the QR code via the download button to create custom graphics with it. Use this QR code on receipts, table tents, business cards, signage, or any printed materials. Place it anywhere customers will see it while their experience is still fresh.

Why You Need Contacts

Before sending quick requests or mass campaigns, you need to add your contacts to the system. Contacts are the people who will receive your review requests via SMS, email, or WhatsApp.

Adding Contacts Manually

Head over to the Requests section and go to Contacts. Click on the Add Contact button to enter each contact's name, last name, email, and phone number individually. You only need either an email or a phone number to add a contact.

Bulk Import via CSV

If you have a large list of contacts, you can upload them using a CSV file. Download the example CSV provided and fill it with first names, last names, phone numbers, or emails. This is the fastest way to get all your existing customers into the system at once.

Templates Are Required

Before you can send any quick request or campaign, you must create at least one message template. Templates define the content of the review request your customers will receive. Your review link is automatically included in every template.

How to Create a Template

Go to the Requests section and click on Templates. Click New Template and assign it a descriptive name, such as "Professional Review Request" or "Casual Follow-Up". Choose the channel — Email, SMS, or WhatsApp — then customize the message content to match your brand voice. As the final step before creating your template, you'll have the option to enable or disable a reminder — see the next section for details on how reminders work. Once everything is set, click Create.

WhatsApp Templates Need Approval

If you create a WhatsApp template, it will need to be approved before it can be used. After creation, the template goes under review by WhatsApp. You'll see the template status change to "Approved" once it's ready to use. This process can take from a few minutes to a couple of days. If the template stays under review for more than a couple of days, please check your WhatsApp integration status to make sure everything is properly connected. SMS and Email templates are available immediately.

Managing Your Templates

You can create multiple templates for different situations — perhaps a formal one and a more casual one, or different templates for different channels. Click the Preview button on any template to see exactly how it will look before using it in a request or campaign. To edit an existing template, click the Edit button on SMS and Email templates. Note that WhatsApp templates cannot be edited, as they are approved by Meta.

SMS Character Counter

When creating an SMS template, you'll notice a character counter that shows the approximate number of characters in your message and how many SMS credits it will use. Each SMS part supports up to 160 characters — if your message exceeds that limit, it will be split into multiple parts. For example, a 200-character message would use 2 SMS credits. Keep in mind that special characters and emojis use more space and can significantly increase the number of SMS parts required, so try to keep your messages simple to make the most of your SMS limits. This helps you keep track of credits and optimize your message length before sending.

What Are Reminders?

Reminders are optional follow-up messages sent to customers who haven't yet clicked on your review link after the initial request. They help increase your review collection rate by gently nudging customers who may have missed or forgotten about your first message.

Enabling Reminders During Template Creation

Reminders are configured as part of the template creation process. When creating a new template — whether for SMS, Email, or WhatsApp — you'll see an "Enable Reminder (Optional)" step just before finalizing the template. By default, reminders are disabled. If you don't need a follow-up for that particular template, simply leave it turned off and proceed with creating your template.

Configuring Your Reminder

Once you enable the reminder option, you'll be asked to set two things:

• Delay Days — Choose how many days after the initial request the reminder should be sent, from 1 to 7 days.
• Reminder Template — Select or customize the message that will be sent as the reminder. You can keep the same text as your original template or edit it to craft a different follow-up message tailored for the reminder.

Who Receives the Reminder?

The reminder is only sent to customers who have not clicked on the review link in the original request. Customers who have already engaged with your review link will not receive a follow-up, ensuring you don't over-communicate with responsive clients.

Sending Individual Review Requests

Quick requests allow you to send review requests to individual customers quickly and easily. This is perfect for when you want to reach out to specific clients right after a great experience.

How to Send a Quick Request

Navigate to the Requests section and click on Send Now and choose the Quick Request. First, select the channel you want to use — SMS, Email, or WhatsApp.

Adding Contacts

Next, add the contact (or contacts) you want to send the request to. You can add one or more recipients at once by clicking the "Add Contact" button.

Selecting a Template

Then, select the template you want to use for the request. The message content is defined by the template — you don't customize the text at this stage. This ensures consistency across all your review requests.

Send It Off

Once you've selected the channel, added your contacts, and chosen a template, click Send. Your customers will receive the review request immediately on their selected channel.

Reaching Many Customers at Once

Mass campaigns allow you to send review requests to a large group of contacts simultaneously. This is perfect for regular review collection — for example, reaching out to all new customers at the end of each week.

Setting Up a Campaign

Go to the Requests section and click on Send Now and choose the Mass Campaign. Give it a descriptive name, such as "End of February" or "Monthly Review Push".

Choosing Campaign Settings

Select the channel for your review request (SMS, Email, or WhatsApp). Then choose the contact list you want to reach out to. You can select all contacts or filter by those who haven't been contacted yet.

Smart Contact Filtering

The "Not Contacted" filter is typically what you'll use most often. You might add new contacts weekly and then send campaigns to those who haven't been contacted yet. This prevents customers from receiving duplicate requests.

Selecting a Template and Scheduling

Choose the template for your review request. Then decide if you want to send immediately or schedule the campaign for a specific day and time — for example, Friday at 4 PM when customers are winding down their week.

Preview and Launch

Review the campaign summary showing the channel, template, scheduled date, and contact list. Once everything looks correct, click Send. The system handles delivery automatically from there.

What is Auto-Send?

Auto-Send is a simple yet powerful automation that sends a selected template to newly added contacts after a preset delay. Unlike traditional campaign scheduling, Auto-Send works on a per-contact basis — each contact receives their review request individually, based on when they were added or their service date.

How It Works

The setup is straightforward. You configure three things:

• Delay amount and unit — Choose how long to wait before sending the review request. For example, you might set a delay of 15 minutes, 2 hours, or 1 day. This gives your customer time to settle in after their experience before receiving the request.


• Trigger date — Choose what date the delay is calculated from. You can pick either the Added date (when the contact was added to the platform) or the Service date (the date of the customer's appointment or visit). This flexibility lets you time the request perfectly based on your business workflow.


• Template — Select which review request template to send. You can choose from your existing email, SMS, or WhatsApp templates.

Enabling Auto-Send

To set up Auto-Send, navigate to the Auto-Send settings page. Toggle the Enable switch to turn on the automation. Then configure your preferred delay amount, delay unit, trigger date, and template. Click Save to activate.

Example Setup

A typical setup might be: delay of 15 minutes after the Added date, using your Email Review Request template. This means that 15 minutes after a new contact is added to the platform, they'll automatically receive your review request email.

Why Auto-Send is Better

Auto-Send is more effective than scheduled campaigns because each customer receives their request at the optimal time relative to their own experience — not on a fixed schedule. A customer added on Monday morning gets their request 15 minutes later, not on the next scheduled campaign day. This timeliness leads to higher response rates because the experience is still fresh.

Always in Control

You can enable or disable Auto-Send at any time. You can also change the delay, trigger date, or template whenever you want. The system only sends to newly added contacts, so existing contacts won't be affected by changes to your Auto-Send settings.