Setora can send a Customer an automated Google review request after their Booking is completed. Set the review link and delay for each Location, then Setora sends the request without your team having to remember.
- Get the Google review link for the right Location.
- Turn on Google review requests in that Location's settings.
- Set the delay and check the Customer journey.
- Complete a real Booking and check its activity timeline.
1. Get your Google review link
Open the verified Google Business Profile for the Location and copy its Google review link. Make sure it opens the review form for the right business when you test it in a private browser window.
If you have more than one Location, use a separate link for each one. A Customer should never be sent to another shop's profile.
For help adding Setora links to your profile, read Add Setora to your Google Business Profile.
2. Turn on review requests
In Setora Hub, open the Location settings and find the Google review request settings. Paste the Google review link, turn on the requests and save.
Review requests are triggered when a Booking is marked Completed. Setora sends the Customer an email first. If the Customer has no email address on the Booking, Setora uses SMS as the fallback.
There is at most one request for each Booking. Cancelled and No Show Bookings do not trigger a request because they are not completed visits.
Check before moving on: Confirm that the link belongs to the Location and that the setting is on. Do not use a Hub link or a preview link as the Google review link.
3. Choose when the Customer is asked
Set the send delay for the Location from 0 to 168 hours. A zero-hour delay queues the request immediately, but delivery may wait for the next five-minute dispatch run.
The delay starts after the Booking becomes Completed, not when it was first created. The Customer receives a short message with a link to your Google review form. They can open it, sign in to Google if asked and choose whether to leave an honest review.
A Customer may receive the request by email or, when no email is on file, by SMS. Setora does not send both channels for the same Booking.
Choose a time that gives the Customer a chance to finish their visit while the experience is still fresh. If you want the request sent after payment, complete the Booking through Checkout. Open its activity timeline and look for Review invitation scheduled, Review invitation sent or Review invitation failed. Read Create and manage a Booking for the completion step.
4. Keep requests within Google's policy
Google allows businesses to remind Customers to leave a review, but the review must reflect a genuine experience. Keep your request neutral and follow these rules:
- Ask Customers who completed a real visit, whether their experience was positive or negative.
- Do not offer a discount, free service, prize or any other incentive for a review.
- Do not ask a Customer to change or remove a review.
- Do not only ask Customers you expect to be happy, or discourage Customers from leaving a negative review.
Setora sends a request after a completed Booking. It does not promise a positive review and cannot control what a Customer writes.
What the Customer sees
The Customer receives the request through the available channel and follows the Google review link. Google may ask them to sign in before they can post. The review is submitted on Google, not in Setora, so replies and changes to the review are managed in your Google Business Profile.
If a request was not sent
- Check that the Booking is Completed, not Confirmed, Cancelled or No Show.
- Check the Location's Google review requests are on and the delay has elapsed.
- Check the Google review link belongs to the same Location and opens publicly.
- Check the Customer has an email address. SMS is only the fallback when no email is on the Booking.
- Check that this Booking has not already had its one request.
- If SMS was used, check that you have enough SMS credits.
If the setting is on but a completed Booking still does not send a request, open the chat. Include the Location, Booking reference, completion date and time, Customer contact channel available, and the Google review link you tested. Do not send Customer contact details or payment information.