What good looks like
Eligible completed jobs receive a review request while negative or unresolved experiences are handled privately first.
Have these details ready
- A completed job and verified customer contact
- The customer outcome and open complaint status
- Approved review destinations and message wording
Run the workflow
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Review eligible customers
Open Reviews and check pending review requests. Exclude open callbacks, unresolved disputes, failed closeout, or customers who should not be messaged.
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Confirm timing and recipient
Use the contact who experienced or approved the work and send soon after a successful completion, not during a billing dispute.
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Run the request
Use Run Review Request or the supported candidate action. Keep the message brief, recognizable, and free of incentives that conflict with platform rules.
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Monitor outcomes
Track pending, sent, completed, or failed requests and the resulting review. Avoid repeatedly contacting customers who did not respond.
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Route service recovery
When feedback reveals a problem, create a customer service request or task, assign an owner, and respond according to company policy.
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Reuse approved proof
With permission and policy compliance, review strong feedback for testimonial use and preserve its source and publication status.
Check your work
Do not call the workflow complete until these statements are true.
- Only eligible customers were contacted
- Request status and resulting feedback are visible
- Negative feedback has a service-recovery owner
If something does not look right
No candidates appear
Confirm jobs meet completion and timing criteria and that customer contact/preferences are usable.
A request failed
Correct the customer channel or preference, then retry once through the supported action.