Reputation Management
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      Setting and Sending Review Requests

      How to Set Up Review Requests via Emails and Text Messages

      Updated: September 25, 2024

      Linking Google My Business

      1. Ensure that your Google My Business account is linked to the platform.

      If not linked, refer to the instructions on linking Google My Business.

      Accessing the Settings for Reputation Management

      1. Navigate to Settings in the menu pane.
      2. Click on Reputation Management.

      Ways to send Review Requests:

      There are three ways to send review requests from within the CRM:

      1. Quick Actions - This is a Manual action by the user
      2. Workflow Action - This is an Automated action that sends a review request from within a workflow. If the contact has an assigned user the review request will come from the assigned user.
      3. Reputation Tab - This is a Manual action by the user

      1. Quick Actions

      • Quick Actions can be accessed by using the Lighting Bolt icon next to the Search bar in the top left hand-corner in your Vintory account
      • When sending a review request manually, the person who is signed in will be the one listed as the sender of that message. 

      If you are looking to send a review request from the contact's assigned user, please use the Workflows action "Send Review Request" to send a request on behalf of the assigned user

      2. Workflow Action

      • To automate the review request process within a workflow please add the "Send Review Request" action > Select the channel Email/ SMS

      3. Reputations Tab

      • Quick Action refers to the green "Send Review Request" available in the top right of the Reputation Management screen.

      What do the different review request statuses mean?

      Queued: When the user creates a review request, the system will attempt to send the request immediately. If there is a queue of other review requests in front of your request, there may be a slight delay before the request goes out.

       

      Another possible reason is that the email/SMS request is set up to send after one day:

      • Sent: The system has sent the review request.
      • Delivered: After the system has sent the review request, only Twilio confirms the delivery of the SMS sent. Mailgun will not provide a delivered status.
      • Failed: When a review request fails to deliver. This can happen for a variety of reasons such as the phone number not being valid.

      Generating a Review Request Link

      1. In your account, navigate to Reputation Management. 
        1. You'll find the option to automatically generate a review link for:
          1. Google
          2. Facebook
          3. Custom
        2. The automatically generated link can be copied and sent directly to a contact

      Customizing the Review Request Behavior

      1. In the Review Request Behavior section.
      2. Specify whether the review request should be sent immediately or follow a custom schedule.

      Customizing the Text Message Review Request

      1. Scroll down to the SMS Review Requests section to customize the message that accompanies the review request.
      2. Add a request image (optional).  Type your request message in the Message box. Include a greeting, customer name, and request for a review.
      3. Click Save to make changes.

      Customizing the Email Review Request

      1. Similarly, customize the email review request.
      2. Enter the subject, heading, and message for the email.
      3. Utilize the "Leave us a review" option within the positive answer section.
      4. You can toggle between mobile, tablet, and laptop views on the right hand side to see the preview.
      5. Click Save to make changes.

      Customizing the Review Widget

      1. Modify the appearance of the review widget to match your branding.
      2. Adjust the branding colors according to your preference.

      Placing the Review Widget on Your Website

      • Consider embedding the review widget on your landing page or website using the Code provided.
      • This widget showcases your reviews, providing brand recognition and owner testimonials.

      Sending Review Requests

      1. To send a review request, navigate to Reputation in the menu pane.
      2. Click on Send Review Request.
      3. Enter the customer's name in the provided field.  If they are already in the system, select them from the dropdown.  
      4. Choose your Review Request Mode.
      5. Once completed, click Send Review Request.  It will be sent to the customer.

      Monitoring Review Requests

      • Navigate to Reputation in the menu pane.
      • Manage and monitor all review requests from this section.