Requesting reviews

What it is

Reputation (in the sidebar) lists the review requests you have sent and the ratings and feedback that came back. Each request carries a private link where the client rates their experience.

Before you start

• Add your Google review link at Settings → Firm letterhead (field "Google review link"). Without it the "Request a review" button is disabled and a notice appears.
• Make sure email sending works if you want to send by email. See "Email setup".
• The client needs the right contact details for each channel: an email address, a phone number, or a client record.

Send a request manually

• Open Reputation and click "Request a review".
• Choose a client (company or contact).
• Under "Send it by" tick Email, WhatsApp, Portal chat, or any combination.
• Click "Send request".

The three channels

• Email: needs an email address on file and email sending set up.
• WhatsApp: needs a phone number on file and a connected WhatsApp line. If the line is down the reason says to reconnect it in Admin → WhatsApp.
• Portal chat: posts the request in the client's portal conversation and needs a client record, not just a contact.
• A channel that cannot reach the chosen client is greyed out with the reason in brackets, and it is unticked automatically so a send cannot half-fail.

Automatic requests

When a Google review link is set, closing an engagement automatically emails the client a rating link. Nothing is sent if the link, the email setup or the client's email is missing, or if a request has already been sent.

Reading the results

• The table shows Recipient, Status, Rating, Feedback and Sent (with the channels used).
• Status is pending (not answered yet), rated (a low rating given, feedback awaited) or completed.
• The average rating across responses is shown at the top.

Common problems

• "Review request not sent": one of the three prerequisites is missing. Check the review link, email setup and the client's email.
• "Sent, but not on every channel": one channel failed; the message names it and why.
• Client says the link does not open: see the review link troubleshooting article.