Asking for a review at the right moment
The moment is the whole feature. A request that arrives the day the job went well outperforms the same words a fortnight later, and the trigger is what makes that reliable.
- Trigger on won, on the roadmap
- Email cadence works today
- No gating of negative reviews
The short answer
- The intended mechanism: a deal moving to won fires a review request by SMS or email, once per customer, with the link to the platform you care about.
- It is not built. Review requests on won sit in the local-services pack on the roadmap, along with SMS. A request today is an email cadence or a person remembering.
- One design decision worth stating: the request goes to everyone the rule matches. Filtering happy customers into a review link and unhappy ones into a private form is a practice several platforms prohibit, and it is not what this is for.
Trigger to logged, as designed
The trigger is available. The sending is not.
- 1
Trigger: a deal moves to won
Stage changes are available today and every one is written to the audit log with its actor. This is the hook the feature hangs on.
- 2
The rule decides who qualifies
Once per customer, some minimum time since the last ask, and never to a suppressed contact. On the roadmap as an automatic rule; today it is your judgement.
- 3
The request sends
SMS or email with the link. On the roadmap. Today an email step in a cadence does the job, sent from your mailbox pool inside your business-hours window.
- 4
The human keeps an eye on the tone
A review ask is a customer-facing message from your business. Any agent-drafted version waits in the approval queue like every other external send.
- 5
A reply is a conversation, not a metric
If someone answers the request with a complaint, that reply lands in the shared inbox and pauses the cadence. That is the outcome worth having.
- 6
What gets logged
The stage change, the send and any reply on the contact timeline. Aggregating review counts from Google Business Profile is a later roadmap item, not a shipped one.
What gets configured
Two rows available, and the rest a plan.
| Object | What you set | Status |
|---|---|---|
| Won stage | Which stage counts as the trigger | Available |
| Email cadence | The wording and the timing of the ask | Available |
| Suppression | Contacts who should never be messaged | Available |
| Automatic request on won | Fires without a person remembering | On the roadmap |
| SMS channel for the ask | Twilio with consent and STOP handling | On the roadmap |
| Once-per-customer rule | Enforced rather than remembered | On the roadmap |
| Review aggregation from Google | Counting the reviews you received | Later on the roadmap |
Where it stops and a human starts
The ask stops with a person today, because the automatic trigger is not built. An email step in a cadence gets you most of the way, and someone has to move the deal to won for it to fire at all.
The wording stops with a person permanently. An agent may draft it and the draft waits in the approval queue, because a review request is an external send and every external send is review by default.
Where the customer leaves the review is not something the product controls, and that is appropriate. Platform rules about incentives and about filtering feedback belong to the platform, and you should read the ones that apply to yours. This page is not legal advice.
Questions
- Does SalesCrew send review requests automatically?
- Not today. Review requests on a won deal are on the roadmap. An email cadence you configure yourself is the working substitute.
- Can it screen out unhappy customers first?
- No, and it is not going to. Sending only satisfied customers to a public review link is prohibited on several major platforms, and building a feature around it would be doing you a disservice.
- When is the right moment to ask?
- Close to the moment the work went well, and once. Anything that becomes a recurring ask trains people to ignore you, which is why the once-per-customer rule is part of the planned feature.