Sharing your link by hand works, but the platform can also send review requests for you by email, SMS and WhatsApp, so you collect more reviews without chasing every customer. Everything lives under Reputation in the Requests group: Link, Send, Templates, Contacts, Auto-Send and Opt-In.
Ways to Ask for Reviews
Sharing the Link Yourself
The simplest method needs nothing set up: copy your review link and send it to a customer however you normally talk to them. Copy Link and Share Link are available as quick actions around the platform.
In Person with the QR Code
Print the kiosk page or the QR code and put it where customers naturally pause — the counter, the reception desk, a table tent, the receipt. They scan it and land on the same review link page.
Requests Sent for You
For everything else you need at least one Template — what the message says. Until you have one, the Send page shows No Templates Yet and a Create Template button, and nothing can go out. Contacts (who to write to) are what a Mass Campaign and Auto-Send work from, but a Quick Request does not need them: you type the recipients into the dialog yourself. So an empty contact list no longer closes the Send page — you can send your first quick request before you have added anybody.
Adding Contacts
Adding Them by Hand
On the Contacts page, Add Contacts opens a form with one row per person: First Name, Last Name, Phone Number, Email, Service Date and Service Time. No single field is required, but each row needs at least an email or a phone number — otherwise you'll see "All contacts must have at least one valid phone number or email". Use Add contact to add more rows, up to 1000 in a single submission.
Importing a CSV
Upload from CSV lets you import a whole customer list at once. A CSV file is a simple spreadsheet file that Excel, Google Sheets and most customer systems can save. Yours needs the columns First Name, Last Name, Phone (including the country prefix, e.g. +1), Email and Service Date. Download the example file first and fill it in — it's by far the fastest way to load an existing customer list. Rows with neither a phone nor an email are skipped, and an import of more than 1000 contacts in one go isn't accepted at all.
Duplicates Are Merged
If a contact you add already exists with the same phone number or email, the platform updates that contact instead of creating a second one, so re-importing an overlapping list will not double up your sends.
Editing and Deleting
The pencil icon edits First Name, Last Name, Email and Phone Number — the service date can't be changed afterwards. The trash icon deletes the contact after you tick "I confirm that I want to delete this contact." Each card also shows when the contact was added, their service date if any, and whether they have been contacted.
Sending to One Contact
Contacts you have not yet written to show a paper-plane icon. It opens Send quick request, where you pick a template and send immediately. If you don't have a template for any of the contact's channels, you'll see a clear message instead — for example "This contact has only an email and no email template exists" — telling you which template to create.
Creating Templates
Templates Come First
You can't send anything until you have at least one template. Templates, then New Template, walks you through five steps: Name, Channel, Template, Reminder and a final preview, with Next, Back and Save at the bottom.
Choosing a Channel
Email is always available. SMS and WhatsApp depend on your plan, and WhatsApp also needs a connected WhatsApp number — until you connect one, the tile is disabled and points you to Settings > Integrations. Choose carefully: the channel can't be changed after the template is created.
Writing the Message
Email templates also ask for a Sender and a Subject (both required, default subject "Leave us a review"), and email and WhatsApp templates take a Button Text (default "Leave a Review", up to 25 characters). The body is pre-filled with a working message, and you can insert variables — placeholders the platform fills in for each customer: Name, Location Name, Review Link and Opt-Out Link.
Email templates must contain the review link exactly once and the opt-out link exactly once. SMS templates must contain the review link exactly once, but the opt-out link is no longer required: you can remove Opt-Out Link from an SMS template and still save it. This matters if your SMS go out through your own Twilio account, because that placeholder is then dropped when the message is sent and you write your own opt-out sentence instead (see Opting Out below). Neither SMS nor email templates can contain typed-out web addresses, email addresses or HTML code — otherwise you won't be able to save the template. WhatsApp templates carry the review link on the button instead, so those two variables aren't available there.
Short Links
Short links is on by default and shortens the review link inside the message. Enabling a reminder forces it on, as the note explains: "Enabling reminder will automatically shorten the review link, disregarding the previous short links configuration."
The SMS Character Counter
While writing an SMS template you get a Characters count panel: "Your template contains approximately X characters and will use Y SMS credits when sent (1 SMS part = 160 characters)." That 160-character part applies to plain text. Accented characters, special symbols and emoji switch the message to a different format where a single part holds far fewer characters, so a short-looking message can suddenly cost several credits. Keep SMS wording simple.
WhatsApp Templates Need Approval
A new WhatsApp template is saved as Pending and then moves to In Review while WhatsApp checks it. Refresh Status checks again for you. If it stays in review for more than 24 hours, check your WhatsApp connection under Settings > Integrations > Text Channels (see the Integrations article). A rejected template shows as Rejected. Only SMS and email templates can be edited later — WhatsApp templates can't. A template must be Active before you can send with it.
Managing Templates
Each template card shows its channel and status. Preview shows exactly how the message will look, including a Reminder configuration section or "No reminders configured for this template". Delete asks you to confirm. There are no ready-made templates: the list starts empty with "No Templates Yet".
Setting Up Reminders
What a Reminder Is
A reminder is a single follow-up message sent a few days after the original request, to customers who have not reacted to it. It is configured inside the template, not per campaign, and it is available depending on your plan — if your plan does not include it the reminder step is skipped entirely.
Turning It On
In the reminder step you get Enable reminder (optional), off by default. Turn it on and set Delay days, from 1 to 7. You then write the reminder message itself — it has its own body, and for email its own sender, subject and button text. There is only one reminder per template; you cannot chain several.
Who Gets It
For SMS and WhatsApp, just before the reminder is due, the platform checks whether the customer clicked a link in the original message. If they did, the reminder is skipped. This counts any link in the message, not only the review link. Email reminders work the other way around: a click on the original email cancels the reminder as soon as the click is registered, instead of being checked at send time.
Quick Requests
When to Use One
A quick request goes out immediately to people you name there and then — ideal right after a good interaction. Open the Send page and click Send Now, then choose Quick Request.
Filling It In
The dialog Send a review request has three steps. First Select channel. Then add your recipients: Name and Email for email, Name and Phone Number for SMS and WhatsApp, using Add client for more rows. You must tick the consent box — "Client has consented to the use and storage of their name and phone number." — before you can continue.
Choosing the Template
The last step lists the templates that match the channel you picked; anything not yet approved is shown with its status and cannot be selected. Choosing one sends the request straight away and you get "Request sent successfully". Delivery can take a couple of minutes.
Afterwards
Recipients who were not already in your contacts are added for you, and anyone you contacted is marked as contacted so your "Not Contacted" list stays accurate. Sent quick requests are listed on the Quick Requests tab of the Send page.
Mass Campaigns
Reaching Your Whole List
Send Now, then Mass Campaign, opens New Campaign: a six-step flow with Next, Back and Send.
The Steps
Give the campaign a Name (up to 50 characters). Select the channel. Select the list — the options are Not Contacted and All Contacts, each shown with its contact count and grayed out when empty. Select the template. Then decide the timing, and finally check the summary, which shows the campaign name, channel, the rendered message, the list and, if you set them, Scheduled for and Drip mode.
Not Contacted Is the One to Use
Add contacts as they come in and send weekly to Not Contacted. Everyone gets asked once, while their visit is still fresh, and nobody is pestered twice. Sending to All Contacts will write to people who have already been asked — nothing stops you, so use it deliberately.
Sending Now or Later
Schedule the campaign (optional) is a switch. Leave it off to send immediately. Turn it on and pick a Date and Time — at least fifteen minutes from now and no more than thirty days ahead.
Spreading the Campaign Out
The timing step has a second switch, Enable drip mode (optional). With it on, the campaign goes out one message at a time instead of all at once. Set Send every to a number and Interval to Minutes, Hours or Days; it starts at 15 minutes. Spacing messages out keeps a burst of identical requests off your review page on the same afternoon, and lets you handle the replies as they arrive.
How the Drip Schedule Works
The first message goes out straight away — at the scheduled time, if you scheduled the campaign as well, since the two switches can be used together. Every message after it is spaced by the interval you set, so the whole campaign is spread over a stretch of days rather than sent in one go. Contacts who can't be reached on that channel are skipped without leaving a gap in the sequence. Under the fields the platform tells you how long it will take: "This campaign will be distributed over 3 days", or "This campaign will be distributed over 1 day".
The Two Drip Limits
The interval can't be shorter than 15 minutes — you'll see "The minimum interval is 15 minutes." — and the campaign can't stretch beyond 30 days, which the platform flags with "the maximum is 30 days. Reduce the interval or the number to continue." Until both are satisfied you can't move to the next step. How far the campaign spreads depends on how many contacts are on the list, so a long list needs a short interval.
Drip Mode in the Summary
With drip mode on, the summary adds a Drip mode line reading, for example, "One message every 15 minutes" followed by "Distributed over 2 days". Drip mode works on the standard SMS channel and also when your SMS go out through your own Twilio account (see the Integrations article).
Tracking and Canceling a Campaign
The Campaigns tab lists each campaign with its name, channel, date, number of contacts and status. A campaign can't be edited after it's created. The delete icon only appears while a campaign is still scheduled — deleting it is how you cancel it, and you'll be asked to confirm. Once a campaign has run, its contacts are marked as contacted.
When Nothing Goes Out
Contacts without the field the channel needs are skipped rather than switched to another channel: SMS and WhatsApp need a phone number, email needs an email address. If nobody on the list can be reached on that channel, the campaign simply ends, and you can't start a campaign on an empty list. Sending also counts toward your plan's monthly limit for that channel (see the Limits & Billing article).
Auto-Send
What It Does
Auto-Send writes to each new contact individually, a set time after they arrive, instead of waiting for you to run a campaign. Each customer is asked at the same point in their own experience, which is why it usually beats a fixed weekly send.
Configuring It
Turn on Enable — "Turn on Auto-Send to enable the automation" — and four fields appear:
- Delay amount and Delay unit — the wait before the request goes out. The unit is Minutes, Hours or Days, and the amount is limited per unit: 15 to 59 minutes, 1 to 23 hours, or 1 to 30 days. The default is 15 minutes.
- Trigger date — what the delay counts from: Added date or Service date.
- Select template — which template to send.
Press Save and you get "Auto Campaigns updated successfully".
Things to Watch
If you choose Service date as the trigger, contacts with no service date are skipped entirely — so either fill that column in or trigger from the added date. Auto-Send only ever writes to contacts who have not been contacted yet, so turning it on will not suddenly message your existing list, and changing the settings does not re-send to anyone.
A Typical Setup
15 minutes after the Added date, using your email template. A contact added at ten in the morning gets their request at ten past, while the visit is still fresh in their mind.
The Opt-In Page
Collecting Contacts Yourself
The Opt-In page is a public page you can share or print as a QR code. As the description puts it, customers who submit their details through the opt-in page are automatically added to the Contacts section — and from there Auto-Send can pick them up.
Customizing It
The Main tab covers your Logo and the wording of the page and its thank-you page: Title, Subtitle, Consent, the Subscribe Button and the label and placeholder of each field. Blank fields fall back to the defaults. The Other tab holds Require Email and Require Phone Number — at least one of the two must be required — Redirect To Review Link, and, if your plan allows, Disable Branding.
Straight from Opt-In to the Review
Redirect To Review Link changes what happens the moment a customer submits the form: "Send customers straight to your review link after the opt-in, instead of the thank you page". They are already there and have just done something for you, so it is the best moment to ask. Their details are saved to Contacts first, so you keep the contact whether or not they go on to write the review. If the platform can't work out the address of your review link, nothing is lost — the customer stays on the thank-you page as before.
Sharing It
Use Open Opt-In Link to see the live page and Download QR Code to get a printable code for your counter, your menu or a shop window.
Opting Out
Every Message Carries a Way Out
Email templates must include the opt-out link, so you can't save them without it. In emails it appears as an Unsubscribe link. SMS templates no longer require it: on the standard SMS channel, leaving the Opt-Out Link variable in the body is still the way to give people a way out, and it is filled in with a working opt-out link when the message is sent. WhatsApp templates have no opt-out variable.
If You Send SMS with Your Own Twilio Account
Twilio does not add an opt-out link of its own, so the Opt-Out Link variable is dropped when the message goes out and you write the opt-out sentence yourself at the end of the template — for example "Reply STOP to unsubscribe". The word STOP has to be in there, because that is the word Twilio watches for to unsubscribe the recipient. The same reminder is shown to you in the Twilio dialog under Settings > Integrations.
What It Does Not Do
Opting out doesn't delete the contact or change anything visible on their card in Contacts, so don't expect the list to shrink. If a customer asks you directly to stop contacting them, delete them from Contacts so they aren't included in future campaigns.