Automatic review requests

Review requests ask customers for a review automatically, right after pickup, while they are still happy about the fix. Set it up once; your Google profile grows while you work.

The Thank You + Review Request template, opened in the visual editor. Recorded from the real app with demo data.

Set it up

1. Open Settings → Communications and find Review requests (marked 1). The settings search (“review”) jumps straight to it.
2. Turn review requests on.
3. Paste your review link. For Google: Google Business Profile → Ask for reviews → copy the short link. Requests are skipped until a link is set, BenchKey warns you about this.
4. Pick the trigger, the status that means the customer has their device back (usually Picked up or Completed).
5. Edit the message, or ask the AI assistant to write it in your shop’s voice: “write my review request text, friendly, one sentence, with the link.”

Requests go by text first with email fallback, texts get read.

Control who gets asked

• Cooldowns stop a regular from being asked every visit.
• The send queue is visible: skip anyone before it goes out.
• Send one manually whenever a customer is clearly delighted.

If reviews are not sending

Run down this list, it covers nearly every case:

1. Is the toggle on, and is a review link set?
2. Did the ticket actually reach the trigger status?
3. Is the customer inside a cooldown from a previous request?
4. Does the customer have a working mobile number or email on the ticket?

Still stuck? Ask the AI assistant “why didn’t ticket 23015 get a review request”, it checks your configuration against the ticket.