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Review requests

Ask people how their visit went by text or WhatsApp, and send your review link to those who answer.

After a visit, your receptionist asks the person how it went. When they answer, it reads the reply. Happy people are sent your review link. Unhappy people are thanked, told someone will be in touch, and their answer is passed to your team.

What it does

  1. A set time after the appointment ends, the person gets your question, for example: "Hi Ann, thanks for coming to Riverside Dental today. How did we do? Just reply to this message, we read every one."
  2. When they reply, the AI that runs your receptionist reads it as happy, mixed, unhappy, or not an answer at all.
  3. Happy: they get your Reply to a happy answer, with your review link.
  4. Mixed or neutral: they get your Reply to a mixed or neutral answer.
  5. Unhappy: they get your Reply to an unhappy answer. If you use a plugin that tells your team about things, such as Team alerts, the unhappy answer is sent there.
  6. Not an answer (a question, a booking request): your receptionist answers it as normal.

Each exchange appears in Conversations. Press Show recent answers to see the latest 50 answers, with their reading and star estimate.

Settings

  • Ask by: Text message, WhatsApp, or WhatsApp, or a text if they're not on WhatsApp.
  • When to ask: from An hour after the visit to Two days after.
  • Ask the same person at most: Once a month up to Once a year. The default is once every three months.
  • The question: you can use {first}, {name} and {business}.
  • Where reviews go: a table of review sites. Press Add site, give each a Site name and its URL. Up to 20.
  • Which link to send: The first one filled in above, Take turns, to spread reviews across your sites, or All of them, and let them choose.
  • Who gets the link: Only people who sound happy or Everyone who answers (unhappy people are also passed to your team).
  • Sounds happy means: Clearly delighted: they'd give five stars or Any clearly positive answer.
  • The three replies. In the happy reply, {link} is where the link goes, and you can use {site} too.

What you need

  • Bookings taken by your receptionist.
  • For texts: texts from your number set up in Settings > Phone line, and the Text messages plugin on, so replies come back.
  • For WhatsApp: the WhatsApp plugin, linked.
  • Your review link. For Google: Google Maps, your business, Reviews, Get more reviews, copy the link. For Trustpilot: Trustpilot Business, Get reviews, Share your review link.

Setting it up

  1. Request the plugin from the Plugins page (see Plugins overview).
  2. Once it's on, add your review sites and choose your settings.
  3. Press Save and test. It checks that each review link opens.

What it costs

£2 a month. Your phone provider also charges for each text, on your own account with them.

Privacy

  • The question and replies go to the person's mobile through your phone provider, or through WhatsApp.
  • Their reply is read by the AI that runs your receptionist.
  • Answers are kept for 12 months, then deleted.
  • If you use plugins such as Team alerts, Webhooks or Spreadsheet log, answers are passed to them too.

STOP and limits

  • Nobody who has replied STOP to a text from your number is asked, by text or WhatsApp.
  • Nobody is asked after a cancelled booking, or more often than your chosen period.
  • Only UK mobiles are asked. If the time to ask passed more than three days ago, the booking is skipped.
  • Replies are only read as answers for three days after the question.
  • At most 20 questions go out every few minutes, between 8am and 9pm.
  • Choosing WhatsApp only: if the message can't be sent on WhatsApp, no text is sent instead.
  • Read Texts and opt-outs for how STOP works.

Still stuck? Write to hello@callscovered.ai with your business name and what you were trying to do, and a person will reply.