--- title: "Stop customer from receiving Reputation Management review request survey: recommended workflow" slug: "stop-customer-from-receiving-reputation-management-review-request" updated: 2026-10-15T00:56:25Z published: 2026-10-15T00:56:25Z canonical: "help.servicetitan.com/stop-customer-from-receiving-reputation-management-review-request" --- > ## 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. # Stop customer from receiving Reputation Management review request survey: recommended workflow ## Things to know This article describes recommended workflows to prevent certain customers from receiving Reputation Management review request surveys. Several workflows are available to prevent Reputation Management Review Requests from being sent to specific customers: - Build a review request survey to exclude a tag - Create a manual request survey - Prevent customers from receiving job notifications ## Workflows ### Build a review request survey to exclude a tag To stop a customer from receiving any job-related notifications, deselect the *Job Notifications* option for all contact methods in their profile. This disables all job notifications, including confirmations, reminders, and dispatch updates, not just review requests. If you only want to prevent review requests while keeping the other notifications, you can temporarily deselect *Job Notifications* right before completing the job if the review request is triggered with the job completion. You can then turn it back on later, if needed. 1. In the top toolbar, click **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=2026-10-31T02%3A37%3A33Z&se=2026-10-31T03%3A37%3A33Z&sr=c&sp=r&sig=QTMu0etz3Ol%2FdOucFT89FrXE%2BDnZept9%2FAcqzc7I2og%3D). 2. In the side panel, go to **Operations > Tag Types**. 3. Click **Add** to create a new tag specifically to prevent customers from receiving Reputation surveys. ![SPT-1842-1](https://images.ctfassets.net/mb2ty0185mk8/5oJCinFdyrG3WRzVo6EJlx/4b424c99bb09b9b403ef2c2d8cc58d99/2025-06-06_15-14-33.png) 4. Go to **Marketing > Review Generation** to access your Reputation surveys. 5. If there's an existing survey you'd like to edit, click **Edit** ![Edit icon](https://images.ctfassets.net/mb2ty0185mk8/2xjEaBYSqTps70ZFVFbG0h/fb512482099ce468682ae37ff14aff1d/image3.png) for that survey, or click **+ Create Survey** to make a new survey. > [!NOTE] > **Note:** This only works for surveys created using the Advanced Setup. ![SPT-1842-2](https://images.ctfassets.net/mb2ty0185mk8/4AQ4RzCheovpNTtGbJIUt7/541ae74d4f166754279477b43a16f874/2025-06-06_15-34-00.png) 6. On the *Segment* step of the advanced survey builder, select the tag you created in Step 3 and click **Exclude**. ![SPT-1842-3](https://images.ctfassets.net/mb2ty0185mk8/4RZHaM6uCg8TELUNdnwKEC/f6eff09a8380167a0cc710467b3e73c3/2025-06-06_15-41-02.png) 7. If updating an existing survey, click **Update Survey** to save your changes. Otherwise, finish creating the new survey. After the exclusion tag is successfully saved in the survey, CSRs can tag specific jobs with it prior to the job being completed so that the review request doesn't get sent. You can also set up a one-field form to auto-tag a job with the exclusion tag, and then if a technician completes that form on a job, the tag automatically applies so the customer doesn't receive a review request. For more information on how to create a form, see [Create a form in ServiceTitan](/construction/docs/create-a-form-in-servicetitan-1). ### Create a manual request survey To have even more control over every review request, you can set up a manual trigger survey so that CSRs and technicians have to manually click **Request Review** on the job record to send the survey. To create a manual request survey: 1. Go to **Marketing > Review Generation** to access your Reputation surveys. 2. If there's an existing survey you'd like to edit, click **Edit** ![Edit icon](https://images.ctfassets.net/mb2ty0185mk8/2xjEaBYSqTps70ZFVFbG0h/fb512482099ce468682ae37ff14aff1d/image3.png) for that survey, or click **+ Create Survey** to make a new survey. 3. On the *Overview* step, change the **Trigger** to **Manual Request**. ![SPT-1842-4](https://images.ctfassets.net/mb2ty0185mk8/897B9ty8ULUCbn1NykImY/3bf46db52d5eebdada79b3e473c361fa/2025-06-06_15-47-46.png) 4. If updating an existing survey, click **Update Survey** to save your changes. Otherwise, finish creating the new survey. CSRs and technicians can now click **Request Review** on the job record to trigger the review request. For more, see [Request customer reviews from the job record](/construction/docs/request-customer-reviews-from-the-job-record) and [Request customer reviews from a job on ServiceTitan Mobile](/construction/docs/request-customer-reviews-from-a-job-on-servicetitan-mobile). ### Prevent customers from receiving job notifications To stop a customer from receiving any job-related notifications, deselect the *Job Notifications* option for all contact methods in their profile. This disables all job notifications, including confirmations, reminders, and dispatch updates, not just review requests. If you only want to prevent review requests while keeping the other notifications, you can temporarily deselect *Job Notifications* right before completing the job if the review request is triggered with the job completion. You can then turn it back on later, if needed. 1. Open the customer's record before their job is completed. > [!NOTE] > **Note:** If your reputation survey is set to send to the location contact, go to their Location Record instead. 2. Click Edit ![Edit icon](https://images.ctfassets.net/mb2ty0185mk8/2xjEaBYSqTps70ZFVFbG0h/fb512482099ce468682ae37ff14aff1d/image3.png) next to *Contact Methods.* ![Contact methods](https://images.ctfassets.net/mb2ty0185mk8/645sk1DqEX4BwZ2kzjuQM2/fc84c0937d19e65df54915033e5e4215/contact_methods.png) 3. Click ![icon-expand-right](https://images.ctfassets.net/mb2ty0185mk8/2d3h2gvem7vSfHgK0dMuAb/8891e717cc383b65c40fccf8f772f513/icon-expand-right.png) to expand the *Notifications* section for the relevant contact method. 4. Deselect the **Job Notifications** option for the contact methods you don't want to receive notifications. ![Edit contact method](https://images.ctfassets.net/mb2ty0185mk8/3ZPAKM5sZ0ID62YDjiXUCS/92128f7171932639db2cc172521ec874/2025-06-06_15-57-07.png) 5. Click **Save** to confirm the changes. ### Related Content - [Getting Started with Reputation Management](/construction/docs/get-started-with-marketing-pro-reputation-management) - [Create email surveys](/v1/docs/create-email-surveys) - [Create SMS surveys](/v1/docs/create-sms-surveys) 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) 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) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [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