How to add customers for review requests

In this article, you'll learn how to add a customer by hand so they get a review request. It's handy for a job that didn't go through your usual system, or a happy customer you just thought of.

To open Contacts:

  1. In your dashboard menu, click Reviews.
  2. In the Reviews list that opens under it, click Contacts.

On a phone, open the menu and the Reviews links are already showing.

You'll see two cards side by side: Add Single Contact on one side and Upload a CSV file of your contacts on the other, with OR between them. This article covers the first one.

The Contacts page, with Add Single Contact on the left
The Contacts page, with Add Single Contact on the left
Note: Reviews only shows up on plans that include review requests. If Reviews is there but Contacts isn't in its list, that page has been switched off for your account.

Add one customer

The card has four fields. Each one is marked Required or Optional.

  • First Name: required
  • Last Name: optional
  • Email: optional
  • Phone: required
  1. Type the customer's first name in First Name.
  2. Add their last name in Last Name if you have it.
  3. Add their email in Email if you have it.
  4. Type their number in Phone. Use a 10-digit US number. A leading 1 is fine too.
  5. Click Add Contact.
Filling in Add Single Contact

Add Contact stays grayed out until there's a first name and a phone number that looks right. If the phone or email isn't in a valid format, that field gets a red border so you know what to fix. The button reads Adding… while the check runs.

What the message under the button means

After you click Add Contact, a short line shows up under the fields.

  • "[Name] added and queued for a review request." They're saved and in line for a request. The form clears so you can add the next person.
  • "[Name] is already in the queue." They already have review requests going, so nothing new was started.
  • "Not added: …" followed by the reason. Common ones: they already left a review, they asked not to be contacted, they already had a request after a job, or they were asked for a review in the last 90 days.

If they're already a customer in your account, they aren't added a second time. The existing record is matched by phone or email, and the review request goes out the same way it would after a job is marked Done.

The checks before anyone gets a message

Nobody is texted or emailed until their contact details are checked.

  • The phone number has to be a real, working number. A number that isn't in service is turned away.
  • If the number can't get texts, like a landline or a toll-free line, they're only added when you've also entered an email. The landline is saved to their record but never texted.
  • An email you enter is checked too. If it would bounce and the number can't take texts either, they're not added.
Tip: If a customer comes back "Not added" because of their number, double-check it with them. Adding an email gives them a second way to get the request.

If your account isn't set up yet

If review requests aren't switched on for your account, you'll see: "Your account isn't set up for review requests yet. We'll finish that on the onboarding call." Nothing's wrong. Once that's done, you can add customers here.

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