Automatically ask for a Google review after every job

The review request automation texts your customer a smart review link after their job is completed. The link is a feedback gate: high star ratings are taken to your Google review page after a short "hold on" screen, low ratings go to a private feedback form only you see. Turn it on in Automations → Workflows, and it fires on "When a job is completed / closed" — no one on your team has to remember to ask.

Before you start

• Add a Google review link to each job source first — without one, requests for that source's jobs are skipped (set up review links).
• You need an SMS-ready sender number (SMS status).
• Your phone plan must include automated SMS — otherwise runs are skipped with a plan reason.

Step 1 — Add your review link

1. Open Automations, then the Sender Numbers tab.
2. In your job source's row, use the Review Link column — click Add review link and paste your Google review URL (it usually looks like https://g.page/r/…). The same cell shows the source's Smart Link chip with Copy and QR Code — it is there even before a link is saved, because the smart link is what the automation texts; the review URL only sets where a happy customer is sent.
3. If one source answers calls for many Google Business Profile listings, each phone number can carry its own link too (per-number review links).

Step 2 — Configure the automation

1. Open the Workflows tab and click Configure on the review request card.
2. Under Send Timing, choose Send immediately or a delay (for example 1 hour after event) — the event is the job being closed.
3. Edit the Message Template. Keep the {review_link} placeholder in the text — that's the smart link. Click any placeholder chip under the box to insert it, and check the result under "Preview with sample data:" (all placeholders).
4. Press Save Changes, then flip the card's toggle on. It should show the Active badge.

Step 3 — Optional: remind customers who don't respond

In the editor, the Resend if no response section adds automatic follow-ups. Check "Send a reminder if the customer doesn't respond", then choose either a repeat interval or a specific time of day in the customer's own time zone, plus a maximum. The help text under the maximum explains the counting: "Includes the first request. 3 = the original request plus at most 2 reminders." You can also write a different Follow-up message for the reminders — "Leave empty to resend the original message." Full details: quiet hours and resend.

Step 4 — Optional: the one-day follow-up

The Review Follow-up card is a separate automation, off by default. It fires on "When the review request is sent"; its Send Timing is one day by default. When it is on, a customer who received the review request and did not finish on Google gets one more text: "Hi {first_name}, a quick follow-up from {company_name} — if you haven't had a chance yet, leaving us a Google review takes about 30 seconds: {review_link} If you already did, thank you! Reply STOP to opt out."

1. Click Configure on the Review Follow-up card.
2. In "Who gets the follow-up", pick the audience:
   • "Every customer who did not finish" — everyone who received the request and neither tapped "Yes, I posted it" nor left private feedback, including people who never opened the link. The most texts; it does not single out happy customers.
   • "Only raters above your Google threshold who did not confirm" — fewer texts (4–5 stars at the default threshold of 3). The panel notes that a second ask aimed only at happy customers can be read as selectively soliciting positive reviews under Google's review policy; that is your call to make.
3. Edit the message if you like, press Save Changes, and flip the toggle on.

What the engine does on its own, whichever audience you pick:

• It queues the follow-up the moment the first request is actually sent, so a customer who replies to the request within the day is never nudged ("Customer replied — stopped").
• It is cancelled the moment the customer taps "Yes, I posted it" or leaves private feedback, and when the job is cancelled.
• At send time it re-checks the job. The Runs tab explains every skip: "Job was reopened before the follow-up — not nudged", "Job was deleted — not nudged", "Customer said the review is posted — not nudged", "Customer left private feedback — not nudged", "Rated below the Google threshold — not nudged" (they were routed to your private form on purpose), and for the narrow audience "Didn't rate above the Google threshold — outside the follow-up audience".
• The card's Source Filter is honored: with sources selected, only jobs from those sources get the follow-up.
• Quiet hours, STOP and opt-out apply exactly as for the request; the follow-up has no "Resend if no response" of its own, and it does not send while the Review Request's own resend is on — as the panel says, "that resend is already a second ask."
• One per job, ever. In the reviews report's Requests view the follow-up rows carry a "Follow-up" tag; the summary's Requests sent counts first requests only.

How the star routing works

The editor's Review Routing panel explains it: "Star-split routing is configured per job source. Ratings at or below the threshold go to a private feedback form; higher ratings redirect to the public review page." The threshold and destination are edited on the job source, not on the workflow — see the smart link feedback gate.

What your customer sees

The customer receives a normal text from your business number with the smart link. Tapping it opens a star-rating page branded with your business name, marked Step 1 of 2. A 4–5 star rating shows a full-screen "Please hold tight, Google is loading" screen for a couple of seconds while your Google review page opens. If the customer comes back to the page, it asks whether the review went through — "Yes, I posted it" or "Not yet" — and records the answer. A lower rating opens a private feedback form whose answers show up in your reviews report — they never reach Google through this flow.

Troubleshooting

Open the Runs tab and read the Reason column — the engine explains every skip:

• "No review link for this job" — the job's source (and the number the customer called) has no review link saved. Add one in Sender Numbers.
• "Customer replied — stopped" or "Customer clicked the review link — stopped" — working as designed; the reminder chain ends the moment the customer acts.
• "Deferred (quiet hours)" — the request fell inside your quiet-hours window and was rescheduled, not lost.
• "Customer opted out" — the customer texted STOP at some point; they will not be messaged.
• "Already requested" — this job already got its review request; the engine never double-asks.
• "Sender number not ready" — the sender number hasn't finished SMS verification (fix it).