In this article, you'll learn how the CRM asks customers for a review once their job is finished, and how to control which jobs get asked.
Reviews bring in new customers. Asking by hand is easy to forget, and a request that goes out a week late rarely gets an answer. So every account comes with a review rule in Automations. On a plan that includes Review Monster's review requests, it's already switched on. Mark a job Done and the customer gets a review request.
To open Automations:
- In the menu, click Automations.
- Click the My Automations tab.
On the phone app, tap the lightning bolt at the top of Home, or tap Automations in the menu.
The review rule
Look for the rule called Review request on job Done. Its card reads "When a job is marked Done, send the customer a review request", followed by the tags that stop a job from being asked.
There's nothing to set up. If the rule is on and nothing on the job says otherwise, marking the job Done sends the request. That holds whether the office closes the job or a subcontractor closes it from their crew page. When a subcontractor marks a job done, they're asked "Send the customer a review request?" first, with Yes, send it and Done, no review. Choosing no puts the SR tag on the job, so that one request is skipped.
The bottom of the card shows how many times the rule has been triggered, so you can see requests going out.
Turning review requests on or off
The switch on the right of the rule's card turns review requests from closed jobs on and off.
- Open Automations and find Review request on job Done.
- Click the switch to turn it off. Click it again to turn it back on.
Keeping certain jobs from being asked
The rule starts with three conditions: it only asks when the job is not tagged DND, NR or SR. Every account has these tags:
- NR (no review): the customer is never asked, for this job or any job after it.
- SR (skip review): only this job is skipped. Their next job still asks.
- DND (do not disturb): the customer gets no messages at all, and that includes review requests.
To skip a job, put one of those tags on it before you mark it Done.
You can add a tag of your own too. Say you make a "Warranty" tag and want those jobs left alone:
- On the rule's card, click the underlined a review request to open the rule.
- Click Add condition.
- In the Only if… box, pick job tag, click ≠ is not, then pick your tag.
- Click ✓ Apply.
- Click Update automation to save.
Turning off reviews for a job type
Some work shouldn't end with a review request, like a warranty visit or a free estimate trip. Each job type has its own switch for that.
- Go to Settings › Job types.
- Find the job type and turn off its Review when Done switch.
A job type that's switched off never asks for a review, even when the review rule is on and the job has no tags. On the phone app, the same switch is under Settings › Job types. The column only shows on a plan that includes review requests.
Checking what the customer gets
The wording, picture and review link aren't typed into this rule. They come from your review settings, so they match every other review request you send.
- Open the review rule.
- Click Preview/edit message.
You'll see a sample text addressed to you, with your review image. On the web, click Edit in Review settings to open the Reviews area of your Review Monster dashboard. You can also change the words of the texts and emails in the CRM under Settings › Templates, in the Review requests section. On the phone app, the sample opens in a Review request sheet you can only close.
The Collect Reviews template
On the Discover tab, under Marketing, there's a Collect Reviews / 1 Day After template. You don't need it. The built-in Review request on job Done rule already asks every customer when their job is marked Done, and a rule made from the template doesn't send anything on its own. Use the built-in rule's switch and tags to control review requests.