Review Requests: How Automated Review Requests Work

WolfPack's Review Request Service Automatically Sends Review Requests To Your Customers Via Email And SMS After Each Job Is Completed.

This article explains how WolfPack's automated review request service works, from the moment a customer's appointment is complete to when a review lands on your Google Business Profile. It's written for business owners and staff who want to understand what customers experience and how requests, reminders, and follow-up are handled automatically.

Heads up: this article covers the standalone Review Request add-on service, which uses standard message templates and the pricing shown below. If you have a full WolfPack CRM setup, your review requests run as an automation inside your CRM instead, and you can edit the timing and the email copy yourself. That version is explained in Getting Started: Your WolfPack CRM Automations Explained.

How it works

The request

Once review requests are enabled for your business, the system automatically sends your customer a review request after their appointment, with no manual effort required from your team. Each request includes up to two emails and up to two SMS messages: an initial message and a 24-hour follow-up reminder.

Where the customer lands

When a customer opens the request, they land on a short feedback page and choose whether their experience was good or poor.

Positive feedback: The customer is routed to your Google Business Profile (or another chosen review site) to leave a public review.
Negative feedback: The customer is routed to a private feedback form instead. If they complete it, the results are emailed to your team, not published anywhere, so you can follow up and resolve the issue before it becomes a public review.

SMS requirements

Heads up: To send review requests by text message, your business must complete a one-time 10DLC carrier registration first. Your WolfPack specialist team handles this as part of onboarding. Until it's complete, review requests go out by email only.

Tracking results

Customer Portal analytics: See request activity, response rates, and review outcomes, both company-wide and by individual request, in the Reviews section of your Customer Portal. Businesses with more than one location can also filter by location.
Website review widget: If WolfPack hosts your website, you can have a widget installed that displays your positive Google reviews (negative reviews are automatically filtered out). If your site isn't hosted by WolfPack, widget code is available in your Customer Portal under Reviews > Widget.

Stopping requests to a specific person

Some people should never be asked for a review: a real estate agent who books several jobs a month, a property manager, or anyone who has told you they do not want the messages. Add them to your Do Not Send List and they will never receive a review request from you, by email or by text.

In your Customer Portal, open Reviews and click the Settings tab.
Scroll to the bottom to the Do Not Send List card.
Enter the person's Email or phone number, add a Name so you recognize the entry later, and click Add.

That is it. From then on, that contact is skipped before a request is ever created, so they get no email, no text, and no 24-hour reminder. If they had a request waiting to go out, it is cancelled on the spot and shows as Cancelled on your Requests tab. Nothing is billed for a contact on the list.

A few things to know:

Email and phone are separate entries. Adding an email stops emails to that address. If the same person should not get texts either, add their phone number too.
Formatting does not matter. Capital letters in an email and dashes or a +1 in a phone number are ignored when matching.
You can remove someone later. Click the remove icon on their row and confirm. They can receive review requests again from that point, though any requests that were cancelled are not re-sent.
Anyone on your team with portal access can manage the list, and your WolfPack specialist team can add someone for you if you ask.

Tip: A customer who replies STOP to one of your review texts is handled automatically by the texting system and stops receiving texts right away. That does not stop their emails, and it does not apply if they replied STOP in a different system, such as your scheduling software. For a complete stop on both channels, add them to the Do Not Send List.

Sending a one-time review request yourself

Most requests go out automatically after a job, but you can also send one by hand, for example after a job that did not come through your scheduling software, or for a customer who asked to be sent the link again.

In your Customer Portal, open Reviews and click the Requests tab.
In the Recent Review Requests card, click Create Request.
Enter the customer's Contact Name and their Email, Phone, or both. Email goes to the email address, text goes to the phone number, so fill in both to send both. Property address, service type, technician, and a short custom message are optional.
Click Create Request. The request goes out within a minute, and the same 24-hour reminder applies if the customer has not responded.

If you want it to go immediately rather than waiting for the next sending cycle, find the new row on the Requests tab and click the Send icon next to it.

A manual request follows the same protections as an automatic one. The portal will tell you if it cannot create the request because the contact is on your Do Not Send List, already gave feedback on a previous request, or already received a request in the last 30 days. A manual request counts as one request for billing, exactly like an automatic one, and only once it actually sends.

Review requests for multiple locations

If your business has more than one location, each with its own Google Business Profile, your review requests can be sent to the right profile for each job. Every location then builds its own rating instead of one profile collecting all the reviews.

Adding your locations

Your WolfPack specialist team sets up your locations during onboarding. You can see and manage them any time:

In your Customer Portal, open Reviews and click the Settings tab.
In the Review Locations card, click Add Location.
Enter the Location Name and Address, choose the matching Google Business Profile location, and click Add Location.

One location carries a Default badge. To change it, open a location with the edit icon and turn on Set as default location. The default is where a request goes when the routing rules below cannot pick a location, and its review link is also used for any location that is not connected to Google yet.

Choosing how requests are routed

Once you have two or more locations, the Review Routing card on the Settings tab lets you choose how each request picks its location:

Option	What it does
One location	Every request goes to the location you choose in the dropdown.
Spread evenly	Requests rotate across your locations in turn. Locations without a review link are skipped.
By service address	Each request goes to the office closest to the job's property address, whether it came from your scheduling software, the API, or a manual entry.

Click Save Routing Settings when you are done.

Heads up: By service address needs a full property address, including city and state. If the address is missing, cannot be matched, or the nearest office is more than about 150 miles away, the request goes to your default location instead.

The same card also has a Review platform choice. Google sends happy customers straight to the Google review page for their location. Let the reviewer choose shows a short platform picker after positive feedback, so the customer can pick Google or another platform you have connected.

Seeing results by location

Requests and Analytics tabs: A Location dropdown appears at the top of both tabs once you have two or more locations. It defaults to All locations; pick a location to see only its requests, response rates, and reviews.
Manual requests: When you click Create Request, the form includes a Location field. Leave it on Automatic (uses your routing settings) or pick a location yourself.
Website widget: On the Widget tab, the Show reviews for dropdown controls what the widget displays. All locations (combined) adds every location's review count together and shows the weighted average rating. Choose one location to show that profile only. After changing it, copy the updated embed code and paste it into your site. Widgets already on your site keep working as they are until you replace the code.

Frequently asked questions

What is included in each review request? Each request includes up to two emails and up to two SMS messages: an initial message and a 24-hour follow-up reminder. You're billed once per request.

Can I send review requests by email only, without SMS? Yes. Email-only review requests are available, though WolfPack recommends enabling SMS too, since using both channels together improves response rates.

Is there an additional cost to activate review requests? Yes. Activating review requests involves a one-time setup fee, a recurring monthly fee, and a per-request usage fee. See the pricing table below.

Can I choose which days review requests are sent? Yes. You can choose which days of the week requests go out, so they align with your business's schedule.

What happens if a customer replies to an SMS? Your SMS number isn't set up to send or receive conversational replies, and incoming messages aren't actively monitored. Replies are still visible in your account, but they aren't treated as a support channel.

What if a customer wants to stop receiving review requests? They can reply STOP to any text message to opt out of texts immediately. Twilio, the SMS provider, automatically processes opt-out keywords (STOP, UNSUBSCRIBE, CANCEL, END, QUIT), sends a confirmation, and blocks future texts to that number. Customers can reply START to resubscribe. To stop both texts and emails to someone, or to stop requests to a person who asked you directly, add them to your Do Not Send List (see above).

Can I stop requests to one specific person, like an agent or a property manager? Yes. Add their email or phone number to the Do Not Send List under Reviews > Settings. They will never receive a request, and any request already waiting for them is cancelled.

Will the same customer be asked more than once? No. Each contact receives at most one request every 30 days, and once someone has left feedback through the request page, positive or negative, they are never asked again.

Can I customize the review request messages? No, not on the add-on service. Messages use a standard template to protect your business's reputation, stay within SMS character limits, and maintain strong response rates. (If your review requests run inside a full WolfPack CRM, you can edit those emails yourself.)

I have several locations. Can each one collect its own reviews? Yes. Add each location with its Google Business Profile under Reviews > Settings, then choose a routing option in the Review Routing card: send everything to one location, spread requests evenly, or route each request to the office closest to the job address. See the multiple locations section above.

Does it cost more to send review requests for multiple locations? No. Pricing is the same: one usage fee per request that goes out, whichever location it is sent for. All of your locations share one monthly software fee.

Where can I see my review request analytics? In the Reviews section of your Customer Portal, which shows request activity, response rates, and results at both the company-wide and individual level.

Pricing

Cost item	Rate
Setup fee	$149 (one-time)
Monthly flat rate	$29/month
Per-request usage fee	$0.25 per request

Questions?

If you have questions about your review request setup, reach out through your Customer Portal or reply to any email from your WolfPack specialist team.