Credits, text messages and duplicate prevention

Review requests go out by e-mail or by text message. E-mails use Reviews credits; text messages go through your own Twilio account. Duplicate Request Prevention keeps the same customer from being asked too often.

E-mail credits

• Each review request e-mail uses one credit, whether it comes from a campaign or a quick request.
• Credits come in 30-day cycles: 100 on Starter, 5,000 on Pro and 100 during the trial. An ended trial has none until a plan is chosen. Unused credits do not carry over.
• Setup > Subscription shows the credits used and left, and when the cycle ends.
• When a tenth or less of the cycle's credits is left, you get a notice in the bell.
• When none are left, campaigns with e-mail messages pause by themselves and start again when the next cycle begins. A quick request then says that nothing was sent and why.
• An e-mail that no e-mail provider accepted gives its credit back once: for example when the address is unsubscribed or bounced, or when e-mail is not configured on the server.
• While no e-mail provider is configured, Needs Attention names the e-mail messages of a campaign, a live campaign pauses before it sends any e-mail (no credit is used), and it starts again by itself once a provider is set up.

Reviews e-mail credits are separate from the AI credits that AI replies use. Buying extra credits and automatic top-ups are not available yet.

Text messages through Twilio

Text messages are sent through your own Twilio account, so Twilio bills you for them and they use no Reviews credits.

1. Open Setup > Integrations and find Twilio (SMS).
2. Enter the Account SID, the Auth Token, the Messaging Services ID and the Twilio Number, and a Mobile number to send test SMS if you want a test.
3. Choose Check & Save.

These fields are marked so that the browser and password managers do not fill them with your own sign-in. If something was filled in anyway, clear it and enter the Twilio values.

Twilio becomes the SMS provider of the whole workspace, and every text message of the workspace uses it. Removing it stops text messages until a provider is connected again. Only the workspace owner and admins can change it; other people see whether it is connected. It follows the Reviews subscription: you can change it while the rest of the workspace's subscription is locked, but not while Reviews itself is locked after its trial. If the workspace's SMS provider is not Twilio, it was set in the workspace's channel settings and is removed there. The Auth Token is stored encrypted and never shown again.

Without an SMS provider, text messages in a campaign show in Needs Attention, and a live campaign with text messages pauses until one is connected. A history of Twilio usage is not available in Reviews.

Duplicate Request Prevention

Each brand can set a waiting period of 1 to 365 days in Setup > Brands. The period starts when the first request to a contact is accepted by the e-mail or SMS provider. Until it ends:

• a quick request does not send to that contact and says why;
• in a campaign, the contact waits before its first message, and the Recipients tab shows a lock with the date;
• Launch lists the protected recipients, with Remove & Continue or Manage Contacts.

In Contacts, the Request Prevention filter shows who is Protected and who is Eligible.

Unsubscribes and bounces

Every request e-mail has an unsubscribe link. Contacts who use it show as Unsubscribed, and addresses that cannot receive mail as Bounced. Neither is e-mailed again.