Reviews & Reputation
Reviews & Reputation helps your office track requests for customer reviews and record ratings received. Use it to follow up after a completed job and see which requests still need attention. A request's Sent status is not proof that an email reached the customer: check the separate delivery detail on the request.
Before you start
- Your account needs access to Reviews & Reputation. Team members need permission to change this feature to create, edit, or delete requests and to record outcomes.
- Have the customer's name, the review platform, and your business's review-page URL ready. A job title, contact details, and notes are optional when entering a request manually.
- Manual requests are records for your team to track; creating one alone does not send a message. Mark as sent (manual) records a status change, not a confirmed delivery.
Set up requests after completed jobs
- Open Reviews & Reputation → Settings.
- Choose the Default platform and enter the Default review URL for the page where customers should leave a review. The URL must be a complete
http://orhttps://address without a username or password. - Review the request message template. Keep
in it so an automatic request can include the review destination. - Turn on the automatic request option only if your team wants completed jobs to queue a review-request email. Set the delay and request expiry in whole days, then select Save. Without the opt-in, completed jobs do not queue these requests.
- Check the request list and its delivery detail before treating a request as sent or delivered. A queued message may still fail or be suppressed. Check the deadline and Expired status before following up on an old request.
Record and follow up on a request
- Open Reviews & Reputation and select New request. Enter the customer's name and choose a platform. You can add email, phone, job title, review link, and notes.
- Save the request. It starts in Pending. Use the status tabs, platform filter, or search by customer, job title, or platform to find it later.
- If you have sent a request outside this page, select Mark as sent (manual) on a pending record to record that fact. This action is not itself evidence of email delivery; inspect the separate delivery caption (Not queued, Queued, Provider accepted, Delivered, Suppressed, Failed, or Unconfirmed).
- When a customer leaves a review, select Record review on a pending or sent request. Choose a rating from one to five stars and optionally enter review text. Use Decline if the request will not proceed.
- Review the summary cards for requests sent this month, reviews received, average rating, five-star reviews, response rate, pending requests, and expired requests. Filters narrow the list, not necessarily the summary totals.
The platform choices include Google, Yelp, Facebook, Nextdoor, Angi, HomeAdvisor, and Custom. Recording a rating here does not import a public review from those sites; enter only a review your team has actually verified.
Correct or remove a request
Select the edit control on a row to correct the customer's details, platform, review URL, or notes. The delete control removes that request after confirmation; if you need to retain its history, do not delete it. Decline is available on pending and sent requests instead.
If something looks wrong
- The request is missing: Clear the search and platform filter, then check the other status tabs. If the list failed to load, retry rather than assuming there are no requests.
- An automatic request is not queued: Check that automatic requests are on, the job has completed, a valid default review URL is saved, and the message template contains
. Allow for the configured delay. - A request says Sent but delivery is not confirmed: The request status and delivery state are different. Use the delivery detail; Queued or Provider accepted does not mean the customer received it.
- You cannot save settings: Check the review URL and enter whole-day delay and expiry values within the allowed range shown on the form.