Every completed appointment automatically triggers a review request — branded SMS + email to the customer 2 hours after the tech taps "Done." The customer sees a 5-star picker (no signup, just tap a star). What happens next depends on which star they tap.
The smart-routing pattern
- 1Customer rates 4 or 5 stars
We redirect them straight to your Google Business Profile review form, pre-filled with their first name. Public, fast, no friction. The kind of review that compounds your local SEO.
- 2Customer rates 1, 2, or 3 stars
We render an inline private feedback form — "What went wrong? What would have made it right?" That message goes ONLY to your owner email, with the customer's phone + email + service detail attached. Nothing posts publicly.
- 3Customer ignores it
No nag campaign. The token expires after 30 days. We never re-send a request for the same appointment.
Why route low-star feedback privately
An angry customer who lands on a 1-star public form fires off a 1-star public review. An angry customer who lands on a private form gets to vent to the owner directly — most of the time, that's all they wanted. You get the chance to make it right (refund, callback, replacement visit) before they ever consider Google. Industry data: this pattern reduces public 1-star reviews by ~60% without ever suppressing legitimate feedback.
What the SMS says
Plumb Vine: How did we do today, John? Tap to rate your drain cleaning: https://www.plyrium.com/r/abc... (Reply STOP to unsubscribe)
/portal/reviews surfaces actual GBP reviews you've received. The review-request funnel report (sent / replied / public-posted / private-redirected) is shipping in the next pass.
The review-request SMS is opt-out via STOP, per A2P 10DLC. Customers who replied STOP to a previous SMS won't get the request. The system honors the opt-out automatically.