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Overview

Reputation offers three review flows. Reach sets up the flows available to your businesses, and each business chooses one during Reputation setup:
  • Private feedback, then a Google review (recommended): Every customer rates the business privately, then is offered a Google review. A high score goes straight to Google; a lower score is asked what went wrong first, with the Google link underneath.
  • Google review only: Customers go straight to the business’s Google page to leave a review.
  • Private feedback only: Customers rate the business privately and can add a comment. There is no Google review ask.
Some existing businesses still use a legacy flow that sends a separate Google review request only to customers who gave a high score. It isn’t offered for new setups. See Planning Reputation Automations.

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Configuration Modes

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With Direct Feedback

  1. All customers receive private feedback request via email/SMS
  2. Every customer who submits feedback is offered a Google review
  3. Customers with a lower score are asked what went wrong before seeing the Google link, and their answers are captured privately
  4. Duplicate prevention across all requests

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Without Direct Feedback

  1. Customers receive direct Google review requests
  2. Duplicate prevention ensures customers never asked twice

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Key Configuration Areas

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Customer Data Synchronization

  • Share customer contact information (email addresses, phone numbers)
  • Sync transaction and event completion data
  • Maintain accurate customer opt-out preferences

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Request Triggers

  • Automated sending based on customer events
  • Built-in exclusions for specific transaction types
  • With Direct Feedback: One feedback request per event, with a Google review offered to every customer who submits feedback
  • Without Direct Feedback: One Google review request per customer with duplicate prevention

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Communication Channels

  • Email and SMS delivery (configurable by partner)
  • Respects marketing preferences and opt-outs
  • Branded templates available

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Timing

  • With Direct Feedback: Initial feedback request and follow-up reminder; the Google review is offered as soon as the customer submits feedback
  • Without Direct Feedback: Initial review request, follow-up reminder
  • All timing is fully configurable - you know your business best and can choose the optimal send times

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Integration Requirements

Partners must share:
  • Customer identifiers and contact information
  • Event/transaction completion data
  • Location mapping information
  • Customer communication preferences
Reach sets up which flows are available to your businesses, and each business chooses one during Reputation setup. Contact your Reach account representative to change the available flows.