A review request is a short email that asks a customer to review your location. It links to your review page, where the customer picks a review site or, if you offer it, sends you private feedback. You send requests from Requests in the sidebar.
What you need: contacts with an email address and recorded consent, and at least one review site on your review page. See Import contacts and record consent and Your review link and QR code.
Send to one or more contacts
- Open Requests and stay on the Send tab.
- Tick the contacts you want to ask. Use Search contacts to find someone by name or email. You can ask up to 100 contacts at a time.
- Under When, keep Send now, or pick Schedule and choose a date and time up to 30 days ahead.
- Press Send to followed by the number of contacts, or Schedule for when you picked a time.
The Send tab with three contacts ticked, the When field set to Send now and the Send to 3 contacts button.
Emails go out between 8 AM and 9 PM in the contact's time zone. A contact without one is placed by their language, and in UTC when neither is set. A request made at night waits for the morning.
Why a contact was not asked
Every contact gets its own answer in the Result column, and a notice above the table counts them by reason. A contact is not asked when:
- Unsubscribed from review requests. They used the unsubscribe link in an earlier request, an earlier request bounced because the address does not exist, or they marked one as spam. Nothing can be sent to them.
- No consent recorded for email. Record their consent in the contact first.
- Declined email. The contact said no to review requests by email. Record a new answer only if they tell you they changed their mind.
- Already asked in the last 30 days. A customer gets at most one request from a location in 30 days.
- This location has no review site on its review page. Add one on the Review link tab.
- No email address. Add one to the contact.
- Asked less than an hour ago. You re-sent by hand a moment ago. Wait an hour.
- Only email can be sent for now. Text messages are not available yet.
The Send tab after a send, with a Sent badge on some rows and a refusal reason in red on others.
A refused request costs nothing.
Send again by hand
When a contact was asked in the last 30 days and you are sure they should hear from you again, for example because they asked for the link, press Send anyway on their row. This sends one request to that contact only, at the time you picked for the rest if you scheduled them. A second Send anyway within the hour is refused.
Follow what happened
The History tab lists every request with its status:
- Scheduled waits for its time. Open the row menu and press Cancel request to stop it.
- Queued and Sending are on their way.
- Sent went out. Opened, Clicked and Feedback show whether the customer opened the email, picked a review site, or sent you private feedback.
- Failed could not be delivered. The reason is shown under the status.
- Canceled was stopped before it went out.
The History tab listing requests with their status, sent date, and whether each was opened, clicked or answered with feedback.
A request marked Log only was recorded while email sending was not set up yet, so no email left. The Send tab marks such a row Log only too, never Sent. Use the Status filter to see one kind of request at a time.
What this costs
Each email that is sent uses 1 credit. A refused request, a canceled one and a failed one cost nothing: if the mail provider refuses a message, the credit is returned.