What you will accomplish

You will send one customer a Google review request by email, text, or both. You will also know where to read Google reviews and post replies when your Google Business account is connected.

When to use this guide

• After a successful service visit, delivery, storage tour, or event.
• When a customer thanks your team and you want to invite them to share that experience publicly.
• When a new Google review needs a calm, professional reply.

Before you start

• Confirm Google Reviews settings in Settings > Communications.
• Make sure the customer has a valid email address and/or phone number in Contacts.
• If you plan to send by text, confirm text messaging is ready in Settings > Communications.
• Only ask customers who had a recent positive experience—never pressure or offer rewards for reviews.

Step 1: Open the Reviews tab

1. Open Marketing & Events

   Go to Marketing & Events.

2. Click Reviews

   Click the Reviews tab near the top of the page. You can also go directly to Marketing & Events > Reviews.

3. Read the summary cards

   When Google is connected, summary cards show average rating, total reviews, replies sent, and reviews waiting for a reply. If Google is not connected yet, the page explains what to set up first.

Expected result: You are on the Reviews page and can see whether Google reviews are connected.

Step 2: Send a review request to one customer

1. Click Send Review Request

   In the top-right area of the Reviews page, click Send Review Request.

2. Choose the customer

   Click Select a customer... and pick the person who should receive the request. Double-check the name—requests go to one customer at a time.

3. Choose the channel

   In Channel, pick how the request should be sent:

   • Email — sends an email with a link to leave a Google review.
   • SMS — sends a text message (only if texting is set up).
   • Email & SMS — sends both when you have both contact methods.
4. Add a short personal note (optional)

   In Custom Message (optional), add one or two friendly sentences.

   Example: "Thank you for visiting today. If everything went well, we would appreciate a quick Google review."

5. Click Send Request

   Click Send Request. The customer receives a link to leave a review on Google.

Expected result: The app confirms the request was sent. If email or texting is not ready, you will see an error message—fix settings before trying again.

Step 3: Reply to a Google review

1. Stay on the Reviews tab

   Go to Marketing & Events > Reviews.

2. Find the review

   Scroll to the review that needs attention. Read it fully before replying.

3. Click Reply

   Click Reply on that review.

4. Write a calm, helpful response

   Thank the customer. Keep it short. If there is a problem, invite them to contact your facility directly so you can help offline.

5. Click Send Reply

   Click Send Reply when the response is ready.

Expected result: Your reply appears on Google (after Google processes it). The review moves out of the "waiting for reply" count when your connection is working.

Tips for better review requests

• Send the request within a day or two of a great visit—not weeks later.
• Use the customer's first name in the optional message when it feels natural.
• Do not send the same customer multiple requests in a short period.
• Reply to negative reviews in a professional tone—avoid arguing in public.

Troubleshooting

What to do next

Thank event guests with Create a campaign, or plan your next outreach from the Marketing & Events overview.