Setting Up Review Requests

A review request is the invite a client receives after a completed appointment. This article covers every sending rule: which channel is used, when the request goes out, who qualifies, and how often the same client can be asked.

Before you start, make sure reviews are enabled for the location — see Enabling Reviews.

Open Reviews settings

1. Click Settings in the left menu, then under Client notifications click Reviews.
2. Each location has its own section. Click the location name to expand it. Settings save per location — click Save in the section you changed.

Choose the method

Each location has an Email row and an SMS row, each with its own switch. A row's timing setting is shown only while its switch is on. Email is on by default, and it switches on by itself when you enable Reviews for a location that has no method on.

Set the timing

Next to each switched-on method, pick how long after the appointment the request goes out: Immediately after visit, 30 minutes, 1 hour, 2 hours, 4 hours, 24 hours, or 48 hours. To stop a method entirely, switch its row off — the delay dropdown disappears and keeps its value for when you switch the row back on.

Requests go out after the appointment ends, once it is marked Arrived, Finished or Done. The default delay is 1 hour for email and 4 hours for SMS.

Review request rules

The rows below the methods decide who qualifies and how often. A row with a switch shows its setting only while the switch is on. Switching it off hides the setting but keeps your last choice.

• Wait for client's 2nd completed visit — only ask after this many completed appointments. The default is 2, because first-time clients tend to under-rate before they know your venue. Set it to 1 to ask everyone.
• Wait between requests — switch on to set the minimum gap before the same client can be asked again: 30, 60, 90, 180, or 360 days, or Ask for review once. The default is 90 days. This stops frequent visitors from getting back-to-back invites.
• Send reminder if no review yet — switch on to send a follow-up if the first invite is ignored, and pick a delay from After 24 hours to After 7 days. An SMS reminder row appears while the SMS method is on. Reminders are off by default.

Get notified about new reviews

Enter an address under Notification email to receive one email per submitted review. If you leave it blank, the email goes to the location's email address, or to the account email when the location has none. The field shows that fallback address as its placeholder.

When a request is not sent

A review request goes out only when all of these are true:

• Reviews is enabled for the location, and the method's row is switched on.
• The appointment was not canceled.
• The client has reached the minimum number of completed visits.
• The client is reachable on the channel — an email address on file for email, a mobile number for SMS.
• The client is not blocked and has not opted out of messages on that channel.
• The client has not received a request within the Wait between requests period.
• No request was already sent for this appointment.

Each review link works for 30 days after it is sent. A reminder carries a fresh link with its own 30 days.

See what was sent

Every scheduled, delivered, and bounced review request appears in the Logbook with the type Review Request. Use the Type, Method, and Status filters to find a specific message.

Review requests and reminders in the Logbook, with their delivery status.