The Requests section provides a comprehensive overview of all review requests you’ve sent, whether they are completed or still pending. It also displays essential customer details, enabling you to closely track engagement and interaction with your review outreach. This detailed record serves as a valuable tool for assessing the effectiveness of your feedback collection efforts, allowing you to make informed adjustments to enhance your reputation management strategy and improve customer relations.

Access the Requests tab with the Reputation section of your account.

Send Review Request

Click this button to issue a review request to a contact. You will then be prompted to enter the contact's name, provide their contact details, and select the preferred delivery channel for the request.

Review Request List

The Review Request List displays all your requests and their related data, helping you track the effectiveness of your outreach. Here’s a breakdown of the columns in the table:

Invite Sent To

This column shows the name of the recipient who was targeted for the review request. It allows you to easily identify which customers have been invited to provide feedback, ensuring that you can keep track of who is being engaged for reviews.

Email or Phone Number

Displays the method of contact used to send the review request, either via email or SMS. This is particularly helpful for understanding customer preferences and determining which method is more effective in prompting responses.

Sent By

This field indicates which team member or user from your organization sent the review request. It’s useful for accountability and tracking which staff members are managing customer outreach, especially in larger teams.

Date Sent

This column records the exact date when the review request was issued, allowing you to keep a timeline of all sent requests. 

Status

Provides the status of the review request (queued, sent, delivered, and failed). This status allows you to assess the overall progress of your feedback collection efforts at a glance.

• Queued: When a review request is created, the system attempts to send it immediately. However, if there are other review requests ahead in the queue, there may be a brief delay before it is dispatched. Another possible reason for a delay is if the email or SMS is configured to be sent after a designated time, such as one day.
• Sent: This indicates that the system has successfully sent the review request.
• Delivered: For SMS requests, Twilio confirms delivery once the message is successfully received. Email requests sent via Mailgun, however, do not provide a delivery confirmation status.
• Failed: A review request fails to deliver if there are issues such as an invalid phone number. Various factors can contribute to this failure, preventing the request from reaching the recipient.

Retries

Displays how many times a follow-up request was sent to the same customer. This is especially helpful when monitoring persistence in soliciting feedback, as it can provide insight into the effectiveness of your follow-up strategy and whether additional outreach efforts are needed.

Action

This column provides the option to pause or resume requests that are currently queued. This feature allows you to manage the timing and flow of your review requests more effectively, ensuring they are sent according to your preferred schedule and operational needs.

By regularly monitoring these requests, you can optimize your approach to collecting and utilizing customer feedback to bolster your brand's online presence.