How review requests work

Review requests are included in Pro and the free trial. Each one is a text in your words with a tracked link that lands the customer on your Google review page. The Reviews page lists every request, whether the text was delivered, and whether the link was opened.

When one is sent

• Automatically when you mark a booking completed, from Bookings or from the conversation in the inbox. Switch this off with Ask for a review automatically under Settings, Messages and automation.
• By hand from a completed booking, from the conversation in the inbox, or on the Reviews page by entering a mobile number.
• After a delay, if you set one under Review request delay: right away, 1, 2 or 4 hours, or 1 day after completion. Delayed requests show as scheduled until they go out.

When one is not sent

• No Google review link is saved yet. See Connecting your Google review link.
• The customer has opted out or is blocked.
• A request was already sent for that job. One job, one request.
• This month's text allowance is used up. Review requests pause; text-backs do not.
• The plan no longer includes reviews when a delayed request comes due. It is dropped rather than sent.

What the customer sees

The text from your number, then, when they tap the link, your Google review page directly. There is no Catchline page in between. Link previews generated by messaging apps are not counted as opens.

The numbers on the Reviews page

Sent, delivered and link opened, for the last 30 days and all time. An opened link does not mean a review was written; Google does not report that back. Treat the opened count as interest, not results.