Reviews & Reputation

Reviews & Reputation helps you track review requests after completed work and record the ratings customers leave on public review channels. Use it when your team wants one place to see who has been asked for a review, which requests are still waiting, and how recent reviews are trending.

This guide covers the Reviews & Reputation plugin. If you are looking for job-level customer feedback and internal concern follow-up, see Reviews & Concerns.

What the plugin tracks

Each review request can include:

• Customer name, email, and phone number
• Related job or service name
• Review platform: Google, Yelp, Facebook, Nextdoor, Angi, HomeAdvisor, or Custom
• Review link for the platform or page where the customer should leave the review
• Request status: Pending, Sent, Reviewed, Declined, or Expired
• Star rating and review text after the customer responds
• Internal notes for your team

When to use it

Reviews & Reputation is useful for contractors and home-service businesses that want to:

• follow up after good jobs while the experience is still fresh,
• keep Google, Yelp, Facebook, or other review requests organized,
• see which requests are pending, sent, or already reviewed,
• record the rating and comment when a customer leaves a review, and
• watch reputation totals such as average rating, five-star reviews, response rate, and reviews received this month.

Create a review request

1. Open Reviews & Reputation.
2. Select New Request.
3. Enter the customer's name and any contact details you want your team to see.
4. Add the job or service name, such as “AC tune-up” or “Water heater replacement.”
5. Choose the review platform.
6. Paste the review link if you have one.
7. Add any internal notes, then save the request.

New requests start as Pending. You can edit or delete a request from the list if the details need to change.

Mark a request sent

When your team asks the customer for a review, use Mark Sent on the request. This changes the request from Pending to Sent and records the sent date used by the monthly totals.

The current Reviews & Reputation screen tracks the request and status. The request-message template and auto-send timing settings are saved for future automation, but the current customer-facing workflow should be treated as manual follow-up unless your account has a separate communications process configured.

Record a review

When a customer leaves a review:

1. Find the request in Reviews & Reputation.
2. Select Record Review.
3. Choose the star rating from 1 to 5.
4. Paste or summarize the review text if you want it saved with the request.
5. Save the review.

The request moves to Reviewed, and the rating starts contributing to the dashboard totals.

Declined and expired requests

Use Declined when the customer does not want to leave a review or the team decides not to continue follow-up.

Requests can also be marked Expired by the system/API. The settings page includes a request-expiry preference, but automatic expiry is still a future automation area; do not rely on the settings field alone to close requests automatically.

Review dashboard totals

The Reviews & Reputation page shows quick totals for:

• Sent this month
• Reviews received
• Average rating
• Five-star reviews
• Response rate
• Pending requests

Use these numbers to spot whether review follow-up is happening consistently and whether recent customer ratings need attention.

The Reviews & Reputation dashboard shows request status, platform, rating, and response metrics in one place.

Filter and search requests

You can narrow the list by:

• status tabs such as Pending, Sent, Reviewed, or Declined,
• platform, and
• search by customer, job/service, or platform.

This helps managers quickly find unanswered requests, recently completed review requests, or requests tied to a specific review channel.

Settings

Open the plugin settings from the Reviews & Reputation page to configure:

• the default review platform for new requests,
• the message template your team plans to send, including {{review_link}},
• the preferred delay after a job before asking for a review, and
• how long a request should remain open before expiring.

Today, the default platform is the setting that directly affects new review requests. The message template, auto-send delay, and expiry fields are stored as preferences for future review-request automation.

Reviews settings store the default platform, request-message template, send timing preference, and request-expiry window.

Best practices

• Ask for reviews soon after successful jobs, while the customer still remembers the service.
• Use the same naming style for job/service names so filtering stays useful.
• Mark requests sent only after the customer has actually been asked.
• Record the rating and review text once the review appears on the chosen platform.
• Review low ratings with the service manager before asking the team for more public follow-up.

What this plugin does not do yet

Reviews & Reputation does not currently guarantee automatic message delivery, automatic public-site posting, or automatic request expiry from the settings page alone. It is best documented as a request tracker, manual send log, and reputation summary until the communications-queue automation is connected end to end.