Choose how customers are asked for reviews

Set how many days pass before the same customer is asked for a review again, whether a teammate's request goes by text or email, and see who was asked and where the review went.

In the sidebar, open Marketing, then Reviews. The page address is /settings/org/reviews. The sections Asking and Requests are below Where reviews go.

Before you start

• Changing the choices under Asking needs permission to manage automation content or organization settings. Reading Requests needs permission to read the customer message log.
• Nothing goes out until at least one review link is saved; see Add the places customers can review you.

Steps

1. Open Asking.
2. In the Wait field, type the number of days before the same customer can be asked again. Nova saves when you leave the field. It is the same number as the Wait under Advanced on Customer messages.
3. Under When someone asks from a job, send it by, choose Text, Email or Text and email. This is how a request goes out when a teammate presses Ask for a review on a work order.
4. Open Requests to see who was asked.
5. Use the shared message-log filters to choose a channel, status or date range. The list includes reviews from work orders, appointments, activities, lodging and rentals.

What you see

• Requests uses the customer message log. It shows the customer, related record, channel, delivery status and history. Open a message to inspect its wording and delivery details.
• Customer names open the account; work order numbers open the work order.
• Automatic review messages and their wording are on Customer messages. Use Messages for to choose the category. Requests start from recorded completion, check-out or return, not the end of the calendar slot.

The cooldown applies to the customer across every category. Failed messages do not start a cooldown. If both email and text were explicitly selected for the same completed item, those two channels belong to one request.

If something looks different

• Text cannot be chosen and says to upgrade: texting is not part of your plan, so requests go by email.
• The list says no review requests yet: requests appear after a completed item triggers an enabled review message, or a teammate sends one.
• The Wait field is greyed out: your role cannot change these choices. Ask your admin.

Open Reviews