Velocity 360: Automate Review Requests via SMS & Email

📱 1. Sending a Manual Review Request

Manually sending a request is the fastest way to get feedback from a client right after a successful interaction.

From your Velocity 360 dashboard, navigate to Contacts or the Reputation > Requests tab.
Use the search bar to find the specific client you want to request a review from.
In the contact's detail view, look for the Send Review Request option (often a star icon or button).
Choose your preferred method (SMS or Email). The system automatically inserts your pre-configured review link.
Review the template preview and click Send to immediately dispatch the request.

Best Practice: Always choose the communication method the client prefers. SMS often results in the fastest response rate.

Use automation workflows to ensure requests are sent at the optimal time without manual effort, scaling your feedback collection.

Navigate to Automation > Workflows in your dashboard.
Click + Create New Workflow and choose a relevant recipe (e.g., "Post-Sale Review Campaign").
Set the Workflow Trigger: This is the action that starts the request. Common triggers include "Customer Tag Added," or "Pipeline Stage Changed to: Closed Won."
Add the Action Step: Click `+` and select Send Review Request.
Configure the step: Select the delivery method (Email or SMS) and add an appropriate time delay (e.g., "Wait 2 Days") to space out the request from the primary transaction.
Click Save and ensure the workflow is set to Publish to activate it.

Personalized messages get higher conversion rates. You can edit the standard templates to match your brand voice.

Navigate to Reputation > Settings.
Look for the section labeled Template Settings or Review Request Templates.
Select the SMS Template or Email Template you wish to modify.
Use Custom Values (like {{contact.first\_name}}) to personalize the greeting.
Ensure the placeholder for the review link (e.g., {{review\_link}}) remains untouched, as this is how the system directs clients to your sites.
Click Save Template to apply changes to all future manual and automated requests.

Keep track of which clients responded and identify opportunities for follow-up by monitoring the request status.

Reputation > Requests Tab: This central table lists every review request sent (manual and automated), including the client name, date sent, and its current status.
Contact Timeline: For an individual client, their contact timeline shows the record of the request being sent and any subsequent interaction (Opened, Clicked, Review Left).
Status Definitions:
- • Sent: The request message was successfully delivered.
- • Clicked: The client opened the message and clicked the review link.
- • Reviewed: The system detected a new review posted by that client (or within that time frame).

Clients who have a 'Clicked' status but haven't 'Reviewed' yet are prime candidates for a friendly follow-up message!