Review requests

Review requests ask your customers to leave a public review by SMS, email or WhatsApp. Each request includes your review link, and HLB can follow up on a schedule until the customer clicks.

Start by setting your review link in Reputation, then Settings. You can send customers to Google, Facebook or a custom link, or turn on review balancing to spread reviews across your connected platforms. You can't send a request until a review link is set.

• SMS: turn on SMS requests, choose the default sender number and set when the first text goes out after check-in, how often to repeat it until the customer clicks and the maximum number of retries. Templates can include your review link, merge fields and an optional image.
• Email: choose the default sender email, set the timing and retries, then design templates from scratch in the email builder or start from the template library. Add a button that uses your review link. You can preview, edit, clone, delete and restore saved templates.
• WhatsApp: connect a WhatsApp Business number, select it as the default sender under WhatsApp Requests and customize the message with your review link.

For SMS and email, choose which template is live and which templates send each retry. Check-in means when the request is triggered. You can send requests one at a time from Reputation or a contact record, or in bulk. You can also send them automatically with the Review Request action in a workflow, for example after an appointment status changes.

For better results, send requests soon after a completed service or positive interaction. Keep the message short and personal, and test the review link before you send.