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Create a review request campaign

Set up a campaign of e-mails and text messages that asks a location's contacts for reviews: schedule, workflow, recipients, Needs Attention, launch and live edits.

Last updated 4 min read

On this page
  1. Create a campaign
  2. Setup
  3. Workflow
  4. Recipients
  5. Needs Attention
  6. Launch
  7. Change a live campaign
  8. Campaign results

A campaign sends a sequence of review requests to the contacts of one location: for example an e-mail on the first day and a reminder two days later. Open Reputation > Review Requests for the location chosen at the top.

Create a campaign

Choose Create Campaign, then how to start:

  • Start from Scratch: two editable review request e-mails and the brand's campaign defaults.
  • Use Templates: the messages of a review request template.
  • Duplicate Campaign: a draft copy of one of the location's campaigns.

The editor saves your changes as you go. Every contact of the location is enrolled in a new campaign.

Setup

  • Start Date: Start at launch sends to the first 30 contacts at once, or Schedule a date.
  • Time Zone, Send from and Send until: messages go out only inside this window.
  • Daily Contact Limit: how many contacts can get their first message each day, from 1 to 1,000,000.
  • Enroll Contacts: When a new contact is available adds new contacts of the location automatically; Manually only adds the ones you enroll.
  • Unenroll Contacts: On clicking a link, On opening an email or On workflow completion.
  • Email branding: show the brand logo and its size, and the colours of the review button.

The Intermediate Feedback Form is not available yet.

Workflow

Choose Add Message for up to 10 messages. For each, pick the Channel (Email or Text) and the days after enrollment or after the previous message; two messages on the same channel go out at least a day apart. An e-mail has a Subject and a Message.

Custom Fields inserts First Name, Last Name, Brand Name, Location Name, Address or Location phone. Insert Review Link places the review link: a "Leave a review" button in e-mails and a short link in text messages. Choose the Review link platform: Google Business Profile, Facebook or any review site link of the location.

E-mails are plain paragraphs with the brand logo, the review button and an unsubscribe link, and each one uses an e-mail credit. Text messages need your own Twilio account. WhatsApp messages are not available yet.

Recipients

The Recipients tab lists the enrolled contacts and what happened to each. Enroll Contacts adds more contacts of the location: the window shows 500 at a time (Show more loads the next ones), and once every shown contact is ticked you can select all the contacts that match your search. Unenroll takes them out, and they can be enrolled again later. A client sees the Recipients tab only when their Contacts switch is on.

Needs Attention

Needs Attention lists everything that stops the campaign, such as a missing subject, message or review link, a sending window that ends before it starts, a start date in the past, no recipients, a Business Profile that is not verified, or text messages without an SMS provider. Launch stays unavailable until the list is empty.

Launch

Choose Launch. If some recipients were sent a request recently and are inside the brand's Duplicate Request Prevention period, Reviews lists them: Remove & Continue launches without them, Manage Contacts takes you to them.

A campaign is Draft, LIVE (Scheduled while its start date is ahead), Paused or Ended.

Change a live campaign

  • Changes to Setup and Workflow wait as pending updates until you choose Update; Discard pending updates keeps the live version. Start Date and Time Zone cannot change once it is live.
  • Sender's Info (sender name, reply-to address and SMS sender name) applies at once.
  • Pause and Resume stop and restart sending. End stops it for good. Deleting a campaign keeps the requests already sent in Campaign History.

Reviews pauses a campaign by itself when the e-mail credits run out or no SMS provider is connected, tells you in the bell, and resumes it once the cause is fixed.

Campaign results

The list shows, for e-mail, how many were delivered and opened and the share clicked, and for text messages, how many were delivered and the share clicked. Every request is in Campaign History; see Quick review requests.