How the Smart Link works: happy customers go to Google, unhappy ones go to a private form

The Smart Link is each job source's public feedback page. When a customer opens it they see one question — a 1-to-5 star rating. A high rating (4-5 stars by default) is taken to your Google review link to post publicly, after a short "hold on" screen; a low rating opens a private feedback form that only your team sees, so you can fix the problem before it becomes a public review. You get the link (and its QR code) from Automations → Sender Numbers, and it's the same link your automated review requests text out after a job.

Before you start

• The source needs a Google review link saved (set one per source) — without it, high-star customers see a thank-you screen instead of being redirected.
• Find the link under the source's Smart Link chip in Automations → Sender Numbers: Copy it, or open its QR Code to download a scannable version.

How the routing decides

1. Customer opens the link — from a review-request text, a QR card, or anywhere you shared it. The open is tracked so it counts in your response-rate reporting.
2. They tap a star rating.
3. High rating (above the private threshold — 4-5 stars by default): a full-screen "Please hold tight, Google is loading" screen shows for a couple of seconds while the Google review page opens — so nobody mistakes the stars for a posted review. If the customer comes back to the page, it asks whether it went through ("Yes, I posted it" / "Not yet") and records the answer. The exact destination is chosen for them: if the job is attributed to a specific business line and that phone number has its own review link, they go to that listing; otherwise to the source's review link.
4. Low rating (at or below the threshold): no redirect. A private form opens asking for their name, email, phone, service address, and what happened. Submissions land in your Reviews report marked as private feedback, and your team is notified so someone can call the customer back.

Every outcome is recorded — the report shows which customers were sent to Google and which stayed private, with the actual destination that was used at the time. Being sent to Google is not the same as posting there: Google never reports back, so the customer's own "Yes, I posted it" is recorded as their word, not as a confirmed review.

What your customer sees

• A dark, branded page with the business name in a badge at the top — for job-attributed links this is the name of the line they actually called, not a generic company name.
• The heading "Rate your service experience" with the note "Your feedback helps us improve", and five large tappable stars.
• On a low rating: a short form — "Your name", "Email address", phone, service address, and "Tell us what happened..." — with a Send Feedback button. After submitting they see "Thank you for your feedback".
• On a high rating: a light full-screen "Please hold tight, Google is loading" screen with a thin gold ring that draws itself closed, then your Google review page. If the page does not move within five seconds, a quiet "Not moving? Tap here" link appears. If they come back, the "Yes, I posted it" / "Not yet" question ("Not yet" asks why in one tap and offers "Open Google again" or "Finish later"; the later screen keeps a "Change my rating" escape). If no review link is configured, they instead see a thank-you screen — "We really appreciate your positive rating. Thank you for your support!"
• The footer reads "Powered by Dispatch Bros".

Troubleshooting

• The link shows "Feedback page not available" — the message "This feedback link is no longer active or may have been removed." means the source was deactivated or deleted. Reactivate the source on the Job Sources page and the same link works again.
• Happy customers see a thank-you screen instead of Google — the source (and the called number) has no review link. Add one in Automations → Sender Numbers.
• Customers land on the wrong Google listing — a per-number review link is overriding the source link, or the source link points at the wrong listing. Open each saved link to verify its destination.
• A customer's low-star form won't submit — the form validates input: "Please enter a valid email address." or "Phone number must be 10 digits." appear under the form until the field is fixed.