Send a review request email or SMS text message to one or more customers for a particular location.

Email Requests

Email requests are delivered to the specified email address(es) in the request. Email messages are customizable and invoked from within the platform.

To request a review via email:

1. From the Requests tab, click Quick Request.
2. On the Email tab, modify the following settings:
   • Location – The location from which you want to make the request(s). You can select one.
   • To Email – Enter/paste one or more email addresses. Separate multiple addresses with a comma. Click the plus icon to add them to the list.

     Although you can send to more than one email address at a time, consider limiting your batch to 10 addresses at a time. For larger batches, use the Bulk Uploader.

   • Template – The subject and body of the message. Email templates are categorized as Corporate (not optimized) or Optimized (passed optimization test). Preview the selected template in the Preview window. Some templates may have follow-up logic assigned.

     We highly recommend using OPTIMIZED templates. They are refined on an ongoing basis using split (A/B) testing to ensure maximum conversion rates. Additionally, they are optimized for desktop and mobile.

   • From Name – The From display name used when the email is delivered. Variables {{location-from-name}} automatically pull in the selected location’s name to avoid having to enter this information manually.

     To preview or edit* the data used, click to expand the Dynamic Fields.

   • From Email – The From email address used when the email is delivered. Variables {{location-from-email}} automatically pull in the selected location’s name to avoid having to enter this information manually. This is the address used if the recipient replies to the email.

     To preview or edit* the data used, click to expand the Dynamic Fields.

   • Subject – The subject line of the email. Tip – Keep it short!
   • *Dynamic Fields – Shows the values for the selected variables. Any edits made to standard variable values apply to this request only. To edit variable values at the location level, you must have Admin privileges. From the top, right corner of the platform, click Settings . Click Locations > choose a location > Messaging > Edit.
   • Review Sites – If the selected template includes links to request sites, Reputation.com inserted dynamically chooses TWO of the selected review sites to include in the request based on a custom algorithm. The algorithm ensures your requests are distributed across review sites that have the highest impact on your Reputation Score. If you choose Manually inserted, select the review site(s) to include. Any site you select in the Advanced window will be included in the message. We recommend choosing no more than two options.
   • Show Advanced – Indicates the review sites from which to pull into the template, based on the Review Sites settings above.
     
     

     

3. Click Test to send a test request email. Actions taken on test emails are not recorded and do not impact your metrics. Click Send Request to deploy live request emails.

A message appears to indicate the status of your request. If any requests failed due to address formatting errors or over-survey protection, the details of the failure will appear in a message.

You can view a log of the requests from the Requests > History tab.

SMS Requests

SMS requests are delivered to the specified phone number in the request. Only one phone number can be entered for each request. SMS messages are customizable and invoked from within the platform.

If SMS Opt-In is enabled for your account, the recipient must first reply YES to confirm initial consent to receive text messages from your business. Because one-off requests sent person-to-person do not infringe upon United States telecommunication laws, we typically recommend disabling this setting when sending quick requests for maximum response rate; however, follow your own corporate messaging guidelines.

To request a review via SMS:

1. From the Requests tab, click Quick Request.
2. Click the SMS tab, and modify the following settings:
   • Location – The location from which you want to make the request(s). You can select one.
   • Customer Name – Enter the customer’s first and last name (optional). If the template includes a variable for recipient name, and no customer name is entered, the variable will be replaced with a blank space.
   • Phone Number – Enter/paste one phone number. Dashes are not required but are allowed.
   • Template – The body of the message. SMS templates are categorized as Corporate (not optimized) or Optimized (passed optimization test). Preview the selected template in the Preview window. Some templates may have follow-up logic assigned.
   • Show advanced options – Click to expand additional options.
   • Dynamic Fields – Shows the values for the selected variables. Any edits made to standard variable values apply to this request only. To edit variable values at the location level, you must have Admin privileges. From the top, right corner of the platform, click Settings . Click Locations > choose a location > Messaging > Edit.
   • Review Sites – If the selected template includes links to request sites, Reputation.com inserted dynamically chooses TWO of the selected review sites to include in the request based on a custom algorithm. The algorithm ensures your requests are distributed across review sites that have the highest impact on your Reputation Score. If you choose Manually inserted, select the review site(s) to include. Any site you select in the Advanced window will be included in the message. We recommend choosing no more than two options.
     
     

     

3. Click Test to send a test request message. Actions taken on test messages are not recorded and do not impact your metrics. Click Send SMS to deploy live request messages.

A message appears to indicate the status of your request. If any requests failed due to phone number errors or over-survey protection, the details of the failure will appear in a message.

You can view a log of the requests from the Requests > History tab.

Conversational Survey

Conversational Surveys are sent via SMS requests and are delivered to the specified phone number in the request. Only one phone number can be entered for each request.

To send a conversational survey via SMS:

1. From the Requests tab, click Quick Request.
2. Click the Conversational Survey tab, and modify the same settings as SMS Requests above PLUS:
   • Survey Template – Choose your pre-created conversational survey to launch from the message.
     
3. Click Test to send a test request message. Actions taken on test messages are not recorded and do not impact your metrics. Click Send SMS to deploy live request messages.

A message appears to indicate the status of your request. If any requests failed due to phone number errors or over-survey protection, the details of the failure will appear in a message.

You can view a log of the requests from the Requests > History tab.