--- title: "Reputation review survey request wasn’t sent" slug: "reputation-review-survey-request-wasn-t-sent" updated: 2026-10-15T00:55:45Z published: 2026-10-15T00:55:45Z canonical: "help.servicetitan.com/reputation-review-survey-request-wasn-t-sent" --- > ## 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 survey request wasn’t sent ## Problem For companies using Reputation Management, some customers may not receive review survey requests as intended. Follow the troubleshooting steps below to help determine why a review request may not have been sent. ## Solution - [Things to know](/construction/docs/reputation-review-survey-request-wasn-t-sent#things-to-know) - [Confirm whether review request SMS was sent](/construction/docs/reputation-review-survey-request-wasn-t-sent#confirm-whether-the-review-request-sms-was-generated) - [Confirm whether the job met the review generation criteria](/construction/docs/reputation-review-survey-request-wasn-t-sent#confirm-whether-the-review-request-sms-was-generated) - [Check customer contact configuration](/construction/docs/reputation-review-survey-request-wasn-t-sent#check-customer-contact-configuration) - [Check if the logo is enabled](/construction/docs/reputation-review-survey-request-wasn-t-sent#check-if-the-logo-is-enabled-for-smstype-surveys) - [Check if Outbound MMS is set up correctly](/construction/docs/reputation-review-survey-request-wasn-t-sent#check-if-outbound-mms-is-set-up-correctly) ### Things to know - This article refers to the Reputation Management surveys under Marketing Pro (**Marketing > Reputation > Review Generation**). If you're experiencing an issue with legacy job completion surveys (**Settings > Communications > Customer Notifications > Job Completion Surveys**) not sending, see [(Legacy) Job Completion Survey Didn't Send](/construction/docs/legacy-job-completion-survey-didn-t-send). - To turn on the Advanced reputation survey option, go to **Settings > Marketing Pro > Reputation Management**, select the **Advanced Surveys** tab, and turn on the **Enable Advanced Survey Creation** toggle. ### Check customer contact configuration For Reputation Management to generate a survey for a job: - The *Job Notifications* checkbox must be checked for the contact on the requisite location or customer profile. The *Job Notifications* box on the job screen is **not** considered for Reputation surveys. - If the survey is an SMS type, the customer's phone number must be a mobile number, not a landline. Try the following steps to confirm whether the job contact is eligible to receive Reputation surveys. 1. Go to **Marketing > Reputation > Review Generation.** 2. Click **Edit** for the review generation survey that should have been sent for the job in question. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-dmtltqe2.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 3. If there's no Segment step in the affected survey builder, this means your Reputation survey is only configured to send to the customer listed as the Bill To contact type on the job, and you can go to Step 4. Here's an example of a survey without a Segment step in the builder: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-afm5bgsk.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) If there is a Segment step in the survey builder, click **Continue** to see the Segment step, and then note whether the *Contact Type* is set to *Customer* or *Service Location*. Here's an example of a survey with a Segment step in the builder: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-e6b94tv9.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 4. Go to the job record in question and look at the requisite contact details under the *Bill To* or *Service Location* information at the top of the job screen, depending on which *Contact Type* the reputation survey displayed in the previous step. For example, if the reputation survey is set to SMS and does not show a Segment step, this means that the phone number under the *Bill To* section on the job screen must be a mobile number and have a green bell next to it to be eligible for the Reputation survey. A green bell indicates the *Job Notifications* checkbox is enabled for that contact, and a red bell indicates the *Job Notifications* checkbox is off for that contact. In the example screenshot below, only the (678) mobile number under *Bill To* has a green bell and is eligible for the SMS-type Reputation survey to be sent for this job. > [!NOTE] > **Note:** SMS texts can only be sent to mobile-type numbers. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-k8vxq856.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) If the survey in question is an email-type survey and set to send to the customer listed as the Bill To contact type, then the survey would not have been sent to the customer in the above screenshot. This is because both email addresses under the Bill To have red bells, indicating the Job Notifications checkboxes are not selected for those emails. > [!NOTE] > **Note:** Reputation Management does not look at the Job Notifications checkbox on the job screen. 5. If the *Job Notifications* checkbox wasn't selected as specified, update the *Job Notifications* checkbox on the requisite contact for future jobs. If the *Job Notifications* checkbox isn't available in the customer's *Contact Methods*, go to [Enable Job Notifications](/construction/docs/reputation-review-survey-request-wasn-t-sent#enable-job-notifications-toggles). If the above conditions are already met, go to [Confirm whether the review request SMS was generated](/construction/docs/reputation-review-survey-request-wasn-t-sent#confirm-whether-the-review-request-sms-was-generated). ### Enable Job Notifications To receive Reputation survey texts, the *Job Notifications* checkbox must be selected for at least one of the customer's phone numbers in *Contact Methods* on their profile. If the checkboxes aren't visible, ServiceTitan has likely hidden them because all job notification types are disabled in the *Customer Notifications* settings. If you can't see the *Job Notifications* checkboxes: 1. Go to **Settings > Communications > Customer Notifications**. 2. Click into one of the notification types. > [!NOTE] > **Note:** We recommend using the *Reminder Notifications*. Do not use the legacy *Job Completion Surveys* option because legacy *Job Completion Surveys* automatically turn off if you create or edit a Reputation Management survey. 3. Turn on the toggle under the *Text* or *Email* tab. It should turn green and say *On*. 4. Click the **Settings** tab for that notification type. 5. In the *Exclusion Settings* section, select all of your Business Units and all Job Types to prevent this notification from sending at all. For more, see [Customer Notifications](/construction/docs/customer-notifications-home). 6. When finished, click **Save.** You should now be able to see the *Job Notifications* checkbox for customer contact methods. If the Job Notifications checkbox is already selected for the affected customer's contact method, go to [Confirm whether the review request SMS was generated](/construction/docs/reputation-review-survey-request-wasn-t-sent#confirm-whether-the-review-request-sms-was-generated) section. ### Confirm whether the review request SMS was generated Use the SMS search to confirm whether a review request text was actually generated by the system. 1. In the navigation bar, go to **Marketing > Reputation > Review Generation**. 2. Click **Edit** for the review generation survey that should have been sent for the job in question. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-ukb7nnvj.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 3. Copy a generic section of the text message from the Preview. For example, if the text preview says **Hi Tracy, we'd like to know how did Charles Brown do in completing your request? Rate and review the service you received here: goo.gl/7DFK99**, then just copy the **Rate and review the service** section. 4. Go to the top toolbar and click **Search .** 5. Select the SMS search option, paste the text copied in step **3** of this section into the **Message** field, and paste the job number in question into the **Job Number** field. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-r0lctsrr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 6. Run the search. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-k2zbwca4.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 7. If Reputation did try to generate the survey for the job, the exact SMS message should appear in the search results. If the recipient is saying they did not receive the text, contact [Technical Support](http://go.servicetitan.com/ask) for further investigation. If the SMS Search doesn't populate any results, go to the next section. ### Confirm whether the job met the review generation criteria If the review generation survey is set up with specific criteria, such as certain business units, job types, tags, or Sold thresholds, the job must meet the specified review generation criteria before a survey can be triggered. For example, if the Segment step of the review generation builder is set up with a Sold Threshold Range greater than $500 and a Business Unit of Electrical - Sales, the completed job also needs to have an invoice total greater than $500 and an Electrical - Sales BU for a review to be triggered. 1. Go to **Marketing > Reputation > Review Generation.** 2. Click **Edit** for the review generation survey that should have been sent for the job in question. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-sgctwd7w.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 3. Click **Continue** to see the *Segment* step and note all the job criteria required to trigger a review. If the survey in question does not have a Segment step, contact [Technical Support](http://go.servicetitan.com/ask) for further investigation. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-803q78ai.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 4. Go to the completed job in question and make sure the job meets all of the criteria from step 3, including any Advanced filters. Example of a job that meets Segment criteria: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-trdnv34h.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 5. If the job in question does not meet the Segment criteria, then this is why the review request was not sent. If the job does meet the Segment criteria, go to the next section. ### Check if the logo is enabled for SMS-type surveys Companies can enable their logo on the Prompt step of the Review Generation builder for Advanced and Default surveys. If the logo is enabled to send for an SMS survey, this makes the review request text an MMS-type message, or a text message with an attached media file. MMS messages can only be sent through local, non-toll-free tracking numbers. Follow the steps below to check whether the logo is enabled to send with the review request text. 1. Go to **Marketing Pro > Reputation > Review Generation.** 2. Click **Edit** for the review generation survey that should have been sent for the job in question. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-q4x59y5e.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 3. Click **Continue** until you reach the **Prompt** step and look for the **Include Logo** toggle. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-u5ilgcqw.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 4. If the logo is not enabled, contact [Technical Support](http://go.servicetitan.com/ask) for further investigation. If the logo is enabled and the survey is for SMS, go to the next section. ### Check if Outbound MMS is set up correctly If the logo is enabled for an SMS survey, check the ServiceTitan phone settings to ensure the *Outbound MMS* number is local and not toll-free. Texts with media attached, such as a logo, can't be sent if the *Outbound MMS* is set up as a toll-free tracking number. 1. Go to **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) **> Phones > Phone Numbers**. 2. Locate the *Outbound MMS* tracking number at the top and then find that same number in the list of Phone Numbers on that screen. You can use the funnel icon in the *Phone Number* column to search for it directly. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/reputation-review-survey-request-wasnt-sent-image-i84ye9dn.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) 3. Check the *Toll-Free* column for the Outbound MMS tracking number. - If the column says *Yes*, then this is why review request texts aren't being sent. Change the Outbound MMS number in the Phone Settings to one that's non-toll-free. If updating the Outbound MMS number doesn't work, try turning off the logo on the *Prompt* screen from step 3 of the *Check if the logo is enabled section* above. Then save the survey. - If the Toll-Free column already says *No*, contact [Technical Support](http://go.servicetitan.com/ask) for further investigation. After making any of the above changes, book and complete a test job for a fake customer with your mobile number saved in the profile to see if the changes worked. ### Related Content - [Create SMS surveys](/v1/docs/create-sms-surveys) - [Manage reviews](/construction/docs/manage-reviews) - [Marketing Pro Reputation Management: Create email surveys](/v1/docs/create-email-surveys) - [Why can't I see the job notifications option for contacts?](/v1/docs/why-cant-i-see-the-job-notifications-option-for-contacts) Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **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 ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)