Review Requests & Referrals (Marketing)

Last updated July 6, 2026 · Admins and office staff

The review engine sends a short branded “How did we do?” email automatically after a customer pays an invoice or a visit is completed. Happy customers are pointed straight to your Google review page; unhappy ones reach a private feedback form that comes to you first — before it can become a public one-star review. Every request also carries your referral ask.

Before you start

  • Your email sending must be set up — review requests are emails, so they can’t go out until it is.
  • Your Google review link (recommended) — find it in your Google Business Profile under “Ask for reviews.” Without it, happy customers get a simple thank-you page instead of your Google page.
  • Review settings live under Settings → Reviews & Referrals.

Steps

Turn it on

  1. Open Settings and click Reviews & Referrals in the settings menu.
  2. Under Review requests, set Send a review request to one of:
    • Never (off)
    • After an invoice is paid in full
    • After a visit is completed
    • After payments and completed visits
  3. Set Days between asks (per customer) — each customer is asked at most once per this many days, so you never pester anyone.
  4. Paste your Google review link (must start with https://). This is where happy customers land.
  5. Optionally set a Referral line shown at the bottom of every request (leave blank for the default).
  6. Click Save Settings.

What happens next

Once on, the engine runs quietly in the background:

  • After a qualifying event (payment and/or completed visit, per your setting), a request goes out automatically within about 10 minutes.
  • The customer’s email asks how it went. “Great!” clicks go to your Google review link (or a thank-you page if you haven’t set one). “Not so great” clicks open a private feedback form that comes to you — it does not post publicly.
  • Customers who unsubscribed from your marketing emails are never asked, and the per-customer throttle prevents repeat asks.

Monitor the results

Click View Feedback (top of the Reviews page) to open Customer Feedback. The “Review request results” panel shows Requests sent, “Great!” clicks, “Not so great” clicks, and your Response rate. Private negative feedback is listed below so you can follow up before it becomes a public review.

Tips & best practices

  • Add the Google review link before turning this on — it’s the whole point of routing happy customers, and steadily grows your public rating.
  • “After payments and completed visits” casts the widest net, but consider a longer “days between asks” so a customer who pays and completes a visit close together isn’t asked twice.
  • Act on “Not so great” feedback fast. Catching an unhappy customer privately is the difference between a saved relationship and a public one-star review.
  • Write a warm referral line — a happy customer at the moment of a good review is your best referral source.

Troubleshooting

  • No requests going out. Confirm your email sending is set up and that Send a review request isn’t set to Never (off).
  • Happy customers see a plain thank-you page, not Google. You haven’t set the Google review link, or it doesn’t start with https://.
  • A customer wasn’t asked. They may have unsubscribed, or they were asked within the “days between asks” window already.
  • Save is rejected. Check that the Google review link starts with https:// and “days between asks” is between 1 and 365.

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