1 · Problem
Reviews arrive unpredictably and complaints reach the public before you hear about them.
Fields & signals: job status, customer history, review volume, ratings
Home / Workflows / Review Request Automation
Workflow · ReactivationAsk for reviews at the right moment, every time
Reviews come from happy customers who are asked at the right time. This workflow asks automatically after a completed job or visit, routes any unhappy response to a human first, and keeps your reputation growing steadily.
Well-timed asks
Negative-route first
One-click review
★★★★★ 4.9/5 rating
1,200+ reviews
8+ years
500+ clients
The problem it solves
Happy customers forget; unhappy ones do not
Most satisfied customers would leave a review if asked. Most businesses ask inconsistently, if at all — while the one unhappy customer leaves a public complaint that would have been a private fix had anyone asked first.
- Happy customers are never asked, so reviews trickle in.
- Negative experiences go public because no one checked in first.
- Requests are sent at the wrong time — before the job is finished.
- There is no consistent process, so review volume depends on luck.
Illustrative example — the avoidable public review
- Mon A job completes, but a small snag is left unresolved.
- Mon Nobody follows up to ask how it went.
- Wed The customer writes a public complaint.
- Wed A phone call a day earlier would have fixed it privately.
The nine-stage workflow
How Review Request Automation runs, stage by stage
Nine stages that turn completed work into steady, honest reviews — and catch problems early.
1
Problem
Reviews arrive unpredictably and complaints reach the public before you hear about them.
2
Trigger
A completed job or appointment closes in your system and triggers the workflow.
3
AI Agent
The agent sends a short, warm thank-you that asks about the experience first.
4
Decision / Qualification
The reply is classified as happy, unhappy or neutral before any review ask is made.
5
CRM Update
The outcome and sentiment are recorded against the customer and the job.
6
Message / Call
Happy customers get a one-tap review link; problems are routed to a human first.
7
Appointment / Next Step
Unresolved issues are assigned to a person who reaches out to fix the problem.
8
Follow-Up
Customers who do not respond get one gentle reminder, then the request closes.
9
Reporting
Review volume, average rating and recovery rate are reported over time.
2 · Trigger
A completed job or appointment closes in your system and triggers the workflow.
Fields & signals: completion event, service type, technician, timestamp
3 · AI Agent
The agent sends a short, warm thank-you that asks about the experience first.
Fields & signals: message copy, personalisation, channel, tone
4 · Decision / Qualification
The reply is classified as happy, unhappy or neutral before any review ask is made.
Fields & signals: sentiment, rating intent, complaint signals
5 · CRM Update
The outcome and sentiment are recorded against the customer and the job.
Fields & signals: contact, job reference, sentiment, follow-up action
6 · Message / Call
Happy customers get a one-tap review link; problems are routed to a human first.
Fields & signals: review link, routing rule, task to manager
7 · Appointment / Next Step
Unresolved issues are assigned to a person who reaches out to fix the problem.
Fields & signals: task, owner, resolution note, follow-up
8 · Follow-Up
Customers who do not respond get one gentle reminder, then the request closes.
Fields & signals: reminder rule, stop conditions, opt-out
9 · Reporting
Review volume, average rating and recovery rate are reported over time.
Fields & signals: reviews, rating, requests, recoveries
What it looks like in practice
Ask about the experience before asking for a review
The check-in is what makes it work.
By asking “how did we do?” before dropping a review link, the workflow gives an unhappy customer a private path to a fix and a happy customer an easy reason to praise you. It is both kinder and more effective.
- Review requests only go to customers who respond positively.
- Unhappy customers reach a human quickly, not a public page.
- The ask is timed to completion, when the experience is fresh.
- The public review link is one tap from the message.
Hi Rachel — thanks for choosing us for the boiler service today. Quick question: how did everything go with the engineer?
Mostly great, though he arrived a bit later than the window.
Thanks for telling me — that’s genuinely useful. I’m passing it to our operations lead so it doesn’t happen again. Aside from the timing, are you happy with the work itself?
Yes, the work was spot on.
Glad to hear it. If you have a moment, a short review really helps a small team like ours: [review link]. Totally fine if not!
Illustrative example
Illustrative example. The workflow never pressures customers and never asks only happy ones — it asks everyone, then routes accordingly.
Same workflow, different industries
How it flexes for three very different businesses
The nine stages stay the same. The trigger, the language, the qualification questions and the outcome change completely.
Post-job technician reviews
The request references the engineer by name and the specific work completed, which lifts response rates and makes the review specific and credible.
Post-visit sensitivity
The check-in is discreet and never asks about clinical outcomes. Any discomfort or concern is routed to the practice manager rather than to a public platform.
Post-engagement referral
After a completed engagement, the ask focuses on the working relationship and invites a review on the platform most relevant to professional referrals.
Failure modes & safeguards
What happens when things are not tidy
Real conversations are messy. These are the guardrails we build in before go-live.
Human handoff when the AI is unsure
Unhappy or ambiguous responses always go to a human before any review link is offered — this is a hard rule, not a preference.
Opt-out and consent handling
The workflow never asks only satisfied customers for reviews in a way that misrepresents overall sentiment, and it never filters or suppresses negative feedback from the business.
Quiet hours for SMS
Opt-out is honoured, and customers are never asked repeatedly for the same job.
No fabricated outcomes
The agent never writes or fabricates a review, and never offers incentives that would breach platform rules.
Metrics to watch
What we measure for you
We report on outcomes from your own data. We do not publish invented benchmarks — the numbers below are the ones we track and explain with you.
Response time
Time from job completion to the review request, and to any human follow-up on a problem.
Qualification rate
The share of customers who respond to the check-in at all.
Booking rate
The share of positive responders who complete a public review.
Show rate
How many unhappy customers are recovered privately, which matters more than the public number.
Where it fits
Connect it to the rest of your system
Related workflows
- Customer Reactivation — for customers who have gone quiet.
- Client Onboarding — the start of the relationship this workflow closes a loop on.
- No-Show Follow-Up — recovering experiences before they become reviews.
Services this uses
- Review & Reputation Automation — the reputation layer this workflow runs on.
- AI Customer Support Agent — handles the feedback conversation.
- Email & SMS Follow-Up — delivers the request at the right moment.
Where it works best
- Home Services — post-job reviews tied to the technician.
- Dental — discreet post-visit check-ins.
- Professional Services — referral-focused review asks.
FAQ
Review Request Automation questions
Is it allowed to ask for reviews?
Yes, on the major platforms, provided you ask everyone fairly and do not offer incentives or filter. This workflow asks for honest feedback from all customers and routes problems to a human rather than hiding them.
What if a customer is unhappy?
They are routed to a person before any review link is sent. That is a deliberate design choice: fixing the problem privately matters more than a public rating.
How soon should we ask?
Usually the same day the work completes, while the experience is fresh and the customer is still engaged. For some services, a short delay works better — we set the timing with you.
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