How do I ask customers for a review automatically?

Every plan gets a built-in review request: one email, sent when somebody on your team marks a job done, switched on from Settings. If you want more control, for example a text message, a delay, or a different trigger, build an automation rule instead. Automation rules are on Pro and up.

Add your review page link first

1. Open your public review page in a browser, for example your Google Business Profile review link, and copy the address.
2. Go to Settings, then General.
3. Paste it into your review page link and click Save changes.

If you remove your review page link later, nothing is sent when a job is marked done, from the built-in request or from a rule, until you add it back.

Turn on the built-in review request

1. On the same screen, turn on "Email a review request when a job is marked done".
2. Click Save changes.

Until your review page link is saved, this switch is refused with a message asking you to add the link first, though one save that both pastes the link and turns the switch on is allowed. Marking the same job done twice still sends one request, not two, and a customer who has unsubscribed gets nothing.

Build a rule instead, on Pro and up

Automation rules give you more choices: a text message instead of email, a delay before it sends, or a different trigger than "job marked done". This needs Team management. While a rule like this is active, it replaces the built-in review request for that job, so nobody is asked twice.

1. Open TMS, then Setup, then Automations.
2. Click New automation and give it a name you will recognise later.
3. Choose the trigger "Job marked done".
4. Choose the action "Ask for a review".
5. Pick Email or Text message. Text message needs a texting number on your account.
6. Write your message. Include {{review_link}} somewhere in it, or the customer has nowhere to go. You can also use {{first_name}} and {{org_name}}.
7. Save.

A short delay after the job is often better than sending the moment you press the button. Set it under "Delay after trigger" if you want one.

A review request sent by text shows up in that customer's text conversation in your Inbox. It is paid for from your credit like any other text, and it ends with your business name and a way to reach you.

What the customer sees

The link opens a page with your business name and colours on it. There are two boxes side by side:

• Leave a public review. A button through to your public review page.
• Tell you privately. A message box that goes only to you.

Every customer sees both, every time. We do not ask for a star rating first and we never decide who gets shown which one. Sorting customers by how happy they sound and sending only the pleased ones to a review site is called review gating. It is against Google's rules, and in the United States it is against the law. Building it this way is how we keep you on the right side of both.

If you have not saved a review page link yet, the page still shows both boxes. The public one simply says there is nowhere to post yet.

Where the private messages go

A customer's private message arrives in your notifications, in the bell at the top of your dashboard and on the Notifications page, as "Private feedback from a customer". It is not published anywhere and nobody outside your team can see it.

What stops a customer being pestered

• Marking the same job done twice sends one request, not two.
• A customer who has unsubscribed gets nothing, the same as every other automatic message.
• The built-in request is email only, so a job with no email address on the customer's record gets nothing. A rule can send a text instead, which needs their mobile number, your own Peakify number, and their permission first: they have to have texted you, agreed on a call, or been recorded as consenting.

Who can do this

Saving your review page link and turning on the built-in switch are admin jobs, included on every plan. Building a rule instead is also admin only, and automation rules are on Pro and up. Anyone on your team who can open a job can mark it done, which is what starts the request either way.

How a job gets marked done

Open the customer's record, click the Jobs tab, and mark the work finished. A job that was booked over the phone can be recorded there too, without a booking first. See How do I mark a job done?