Is review automation turned on?
Go to Reviews in your dashboard. The toggle must be ON (green). If it's off, no review requests will go out regardless of other settings.
Do you have a review link saved?
You must have at least one review platform link (Google, Yelp, etc.) saved and a primary platform selected. Without a primary link, the SMS has nowhere to send the customer. Add your Google review link under Reviews → Platforms.
Was the job marked as completed?
Review requests only fire after a job is marked 'Completed' in the system. If a technician didn't update the job status, or the job was closed without being completed, no review request goes out. Check the job status under Dispatch or Bookings.
Does the customer have a phone number or email address on file?
A review request goes by text or by email, so the customer needs one or the other. If neither was captured, or one was captured incorrectly, the request can't be delivered. Check the customer record under Customers.
Check the Reviews tab for failed sends
Go to Reviews → Recent. Failed sends appear in red with an error code. Common errors: 'No phone number', 'Opted out' (customer replied STOP to a previous SMS), or 'Carrier blocked' (rare). Each shows the reason.
Did the customer agree to promotional texts?
A review request asks for a public review, so it is treated as a promotional text. It goes only to customers who opted in to promotional texts from you, for example by ticking the offers box on your booking page, and only from your own texting number. Customers who did not opt in get the review request by email instead, when you have their email address and they have not unsubscribed from your emails. The Reviews page shows whether each request went by text or by email, and the reason when one was skipped.
Did the customer opt out?
If a customer replied STOP to any of your SMS messages, they're opted out of all future SMS from your AlwaysRespond number. You can see opted-out customers under Settings → SMS → Opt-outs. You cannot legally re-send to opted-out numbers.
Frequently asked
How long after a completed job does the review SMS go out?
2 hours after the job is marked completed, enough time for the customer to get home but while the experience is still fresh.
Can I manually trigger a review request?
Yes. Go to Customers → find the customer → click 'Send review request'. This bypasses the 2-hour delay.
The customer says they didn't get the text
Check their number is correct in the customer record. Also check the Reviews tab to confirm the send status. Carrier filtering occasionally blocks automated SMS, if this happens repeatedly, contact support.