Auto-Send (follow-ups)
Most customers don't ignore your review request — they just forget. Auto-Send fires a single, polite reminder a few days later, and roughly doubles the number of reviews you collect. Find it under Reputation → Requests → Auto-Send.
Why follow-ups work
Across thousands of accounts, the data is consistent: the first request typically gets a 12% response rate, and adding one reminder takes it to 22–25%. After two reminders, response rate barely moves and unsubscribes go up — so we stop at one.
How it works
When you send a review request and the customer hasn't clicked through after a set delay (default: 3 days), Auto-Send sends a shorter, friendlier follow-up message. If they clicked through but didn't leave a review, it doesn't follow up — they already saw the page and decided not to.
If they leave a review at any point, all pending follow-ups for that contact are cancelled automatically.
Channel rotation
If you provided both an email and a phone number with the original request, the follow-up goes through the other channel. So a customer who got an email request and didn't open it will get an SMS follow-up — or vice versa.
This works well because it gets around channel-specific reasons for non-response (inbox full, SMS missed in a busy day, etc.). If you only have one channel, the follow-up uses the same channel.
Settings
Open Reputation → Requests → Auto-Send to configure:
- Delay. How long to wait before the reminder. Default is 3 days; range is 1–14. Three days hits the sweet spot for most service businesses.
- Channel rotation. On (recommended) or off.
- Quiet hours. Follow-ups never send before 9am or after 8pm local time. You can narrow this further.
- Quiet days. Skip weekends, Sundays, or any specific weekday.
- Templates. Edit the follow-up email and SMS copy. The defaults are tested; small edits to match your voice are encouraged, big rewrites generally hurt.
One reminder, not three. We deliberately don't offer multi-step drip sequences. Two-plus reminders cross the line from helpful nudge into pestering, and the data shows it hurts your brand more than it helps your review count.
Turning it off for one customer
When you send a single request, you can untick "Send a follow-up if no response" before clicking send. Use this for customers you've already nudged in person, or for VIPs you don't want to chase.
You can also disable follow-ups for an entire campaign during bulk send.
What the follow-up says
The default email is intentionally short and warm — something like: "Hi [name], hope you're well. Just wanted to follow up on the review I sent last week — would love to hear your thoughts if you have a minute. [link]". The SMS is even shorter.
Both include a clear unsubscribe option, and unsubscribes are honored permanently across your account.
Measuring impact
The Sending requests dashboard splits responses by initial vs follow-up so you can see exactly how many extra reviews Auto-Send brought in. For most owners this turns out to be roughly equal to the initial-send count — i.e. it doubles your output for zero extra effort.
Common questions
Is one reminder really enough?
Yes. Three things happen when you go past one: response rate plateaus, unsubscribes climb, and a small but real fraction of customers get annoyed enough to leave you a less-than-five-star review. The economics of "one reminder, then stop" beat any other pattern we've tested.
Can I change the follow-up wording?
Yes, under Reputation → Requests → Auto-Send. Keep it short. The default copy is tuned for response rate; substantial rewrites usually lower it.
What about SMS quiet hours by timezone?
Follow-ups respect each contact's timezone if you've provided it (e.g. via a phone number area code or in a CSV column called timezone). If we don't have a timezone, we use your business timezone.