Overview
From Review Requests, track review requests that have been sent to customers. You can also resend review requests that customers have not verified yet. Use the Quick Verification feature to authenticate the reviews.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Applies to all business types
Applies to all trades
Feature configuration
To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
By default, review requests are sorted by the latest date.
You can only resend a review request up to five times.
Delivery data is only available as of August 12, 2024. Any delivery data prior to that date is unavailable.
Manage and match reviews
On the Review Requests screen, you can click Quick Verify to authenticate the non-verified reviews. For more, see Match reviews.
View review requests
In the side menu, click Review Requests.
On the Review Requests screen that opens, you can:
View Not Verified or Verified review requests.
Choose the date range to view the review requests that were sent during that time period. To do this, click the date field at the top of the screen to open the date picker. From here, you can:
Use the calendar to select a specific date range and click Apply.
Use the left menu to select a preset date range:
Today: From 12:00 AM to the current time
Yesterday: Previous day, from 12:00 AM to 11:59 PM
Last 7 Days: Previous 7 days, including today
Last 30 Days: Previous 30 days, including today
Month to Date: From the first of the current month to the current day
Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.
Last 90 Days: Previous 90 days, including today
Year to Date: From January 1 of the current year to the current day
Track metrics for all review requests sent during the selected date range. These metrics include:
Total Requests: The number of review requests attempted.
Sent: The number of review requests successfully sent.
Delivered: The number of review requests delivered successfully.
Clicked: The number of survey clicks.
Delivery Rate: The percentage of review requests that were successfully delivered. This is calculated by (Delivered / Requests) * 100%.
See the details of each review request sent during the selected date range. These details include:
Last Sent Date: The date the survey request was last sent.
Survey name: The name of the survey sent.
Job: The job for which the review request was sent.
Trigger: The event trigger that sent the review request. For example, when the job is completed.
Requests: The number of times the review requests have been sent.
Sent: The number of review requests sent successfully.
Delivered: The number of review requests delivered successfully.
Clicks: The number of survey clicks.
Search for review requests
To save time searching for a review request you can enter the Job Number related to the review request.
Filter review requests
You can filter review requests by Survey Name, Triggers, Click Range, and Rating. For each filter, select the options you want to filter for and then click Apply. For example, you can filter for 1 star ratings.
Tip: Click Clear All to quickly remove all filters.
Sort reviews requests
You can organize reviews in three ways:
By Date: Sort by the date the request was sent.
By Trigger: Sort by the review requests trigger type.
By Sent: Sort the review requests by the number of review requests confirmed as sent.
By Clicks: Sort by the number of survey clicks.
Resend multiple review requests
Go to the navigation bar and click Marketing
.In the side menu, click Review Requests.
On the Review Requests screen, place a check in the box in the column header to select all the review requests in the list.
Click Resend Survey.
On the Resend Survey screen that opens, the Message Text, Listing Link, and other tags are generated automatically. The information in the Message Text is generated from the details you entered while creating the survey in the Prompt step. For more, see Use Default Setup to create an SMS survey in ServiceTitan and Use Default Setup to create an email survey in ServiceTitan.
Note: To learn how to send a Listing Link, see Add special links and merge tags to your marketing content.
When finished, click Resend.
Resend individual review requests
Go to the navigation bar and click Marketing
.In the side menu, click Review Requests.
On the Review Requests screen, hover over the review request you want to resend and click Resend Survey.
On the Resend Survey screen that opens, the Message Text, Listing Link, and other tags are generated automatically. The information in the Message Text is generated from the information you entered while creating the survey in the Prompt step. For more, see Use Default Setup to create an SMS survey in ServiceTitan and Use Default Setup to create an email survey in ServiceTitan.
Note: To learn how to send a Listing Link, see Add special links and merge tags to your marketing content.
When finished, click Resend.
Review errors for review requests
Review errors to identify the causes of any delivery issues for your review requests. Errors are indicated in red text in the Sent and Delivered columns, helping you quickly identify and resolve any issues.
Go to the navigation bar and click Marketing
.In the side menu, click Review Requests.
On the Review Requests screen, click the red 0 in the Sent or Delivered column to understand why a review request was not sent or delivered.
