--- title: "Reputation review request survey appears as sent even though the customer's Job Notifications are off" slug: "reputation-review-request-survey-appears-sent-despite-job-notifications-off" updated: 2026-10-15T00:55:52Z published: 2026-10-15T00:55:52Z canonical: "help.servicetitan.com/reputation-review-request-survey-appears-sent-despite-job-notifications-off" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Reputation review request survey appears as sent even though the customer's Job Notifications are off ## Problem The problem is that the completed job fits the review generation criteria and shows that the *review request* was sent even though the *Job Notifications* toggle is turned off in the customer profile. ## Solution Before solving the issue, here are **things to know**: - The *Job Notifications* toggle on the customer profile allows the Reputation review request to be sent. **The *Job Notifications* toggle on the job page won't affect Reputation Review Requests.** - Companies need to turn on at least one of the *Job Notifications* options in *Settings* > *Communications* > *Customer Notifications* in order for the *Job Notifications* toggles to appear on customer profiles. ### Check the customer profile notification settings Even if the job page shows that a request is sent if the job met the review generation criteria, this doesn't mean that a text is actually delivered to the customer. How the system works is as follows: - The Reputation side of the system confirms that the job meets the review generation survey criteria. This is when the job page shows a *Request Sent* label, and the *Review Requests* page also shows a request was sent for that job. The Reputation side then sends the review request to the Telecom side to proceed with sending the message. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-request-survey-appears-as-sent-even-though-the-customers-job-notifications-are-off-image-jesxjk74.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A09Z&se=2026-10-31T03%3A40%3A09Z&sr=c&sp=r&sig=aL3ngW4MnoHhJ8Ly2Pg5aTwxsiGQ2n2wvdWjbNd9kr4%3D) - The telecom side checks all of the customer's relevant notification toggles. If the customer profile *Job Notifications* toggles are turned on, the telecom side will send the actual text. If the customer's *Job Notifications* toggles are turned off, the Telecom side will not send the review request text. Check the customer profile *Job Notifications* toggles to understand whether or not the review is sent. To do that: 1. In ServiceTitan, go to the top toolbar and click **Search ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-request-survey-appears-as-sent-even-though-the-customers-job-notifications-are-off-image-hoi8emty.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A09Z&se=2026-10-31T03%3A40%3A09Z&sr=c&sp=r&sig=aL3ngW4MnoHhJ8Ly2Pg5aTwxsiGQ2n2wvdWjbNd9kr4%3D)**. 2. From the dropdown select **Job**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-request-survey-appears-as-sent-even-though-the-customers-job-notifications-are-off-image-ysqjz80e.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A09Z&se=2026-10-31T03%3A40%3A09Z&sr=c&sp=r&sig=aL3ngW4MnoHhJ8Ly2Pg5aTwxsiGQ2n2wvdWjbNd9kr4%3D) 3. Open the job you want to check the notification settings for. 4. In the *Bill To* section, click the **customer name**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-request-survey-appears-as-sent-even-though-the-customers-job-notifications-are-off-image-u0rxxkdd.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A09Z&se=2026-10-31T03%3A40%3A09Z&sr=c&sp=r&sig=aL3ngW4MnoHhJ8Ly2Pg5aTwxsiGQ2n2wvdWjbNd9kr4%3D)The customer profile screen opens. 5. Click the **Edit** icon. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-request-survey-appears-as-sent-even-though-the-customers-job-notifications-are-off-image-c82fuj91.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A09Z&se=2026-10-31T03%3A40%3A09Z&sr=c&sp=r&sig=aL3ngW4MnoHhJ8Ly2Pg5aTwxsiGQ2n2wvdWjbNd9kr4%3D)The *Edit Customer* screen opens. 6. In the *Contacts* section, check whether or not the *Job Notifications* toggles are turned on. > [!NOTE] > **Note:** If the toggle is blue, *Job Notifications* are turned on. If the toggle is grey, *Job Notifications* are turned off. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-request-survey-appears-as-sent-even-though-the-customers-job-notifications-are-off-image-5xjjjio8.jpg?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A09Z&se=2026-10-31T03%3A40%3A09Z&sr=c&sp=r&sig=aL3ngW4MnoHhJ8Ly2Pg5aTwxsiGQ2n2wvdWjbNd9kr4%3D) > [!NOTE] > **Note:** > > - If the *Job Notifications* toggle is turned on, the customer will receive the Reputation review request. > - If the *Job Notifications* toggle is turned off, the customer will not receive the Reputation review request. ### Related Content - [Create SMS surveys](/v1/docs/create-sms-surveys) - [Request customer reviews from the job record](/construction/docs/request-customer-reviews-from-the-job-record) - [Set notification preferences for customers](/construction/docs/set-notification-preferences-for-customers-1) Automated SMS or email requests sent to customers post-job asking them to leave a review on Google or other platforms. **What it does:** Increases review volume and star ratings — directly impacting organic search rankings and inbound lead flow. **Also called:** Review ask, Post-job review prompt **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns