Setting Up Review Management

Who uses this: Admins enable Review Management and configure the request emails and triggers in Company Settings. Availability: All regions · included in the FieldPulse subscription. Review Management must be enabled in Company Settings > Features & Plugins.

Review Management emails your customers a request for a review after you work with them. It sends two kinds of request — a third-party review request that points the customer to your Google, Yelp, Facebook, or HomeAdvisor page, and an internal feedback request that collects a private rating of your company or the assigned team member. Set both up once in Company Settings, and FieldPulse sends them as customer communications on its own — or you send either one by hand from a job record.

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Overview

Review Management sends two kinds of request email:

• Third-party review requests point the customer to your public review pages — Yelp, Facebook, Google, or any other site you add. Each site has its own link field and its own on/off control, so you choose which links appear in the email.
• Internal feedback requests ask the customer to rate your company or the team member assigned to the job on a five-star scale and leave written comments. Internal feedback stays in FieldPulse and is never posted publicly.

Setting up Review Management takes four parts:

1. Enable the feature in Company Settings > Features & Plugins.
2. Set up the third-party review request email.
3. Set up the internal feedback email.
4. Add a trigger so the right email sends on its own.

You can also send either request by hand from a job record instead of using a trigger.

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Video walkthrough

This video walks through Review Management in FieldPulse.

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Before you begin

• Gather the review page URLs you want customers to use — your company’s Yelp, Facebook, Google, or other review pages.
• Decide the contact email address that should appear on third-party review requests.
• Decide whether internal feedback scores apply to the Company or the Assigned User on the job.
• Set up your customer communication email templates before you build a trigger, since a trigger sends one of those templates. See Customer Communications Overview.

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Step-by-step setup

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1. Enable Review Management

1. Go to Company Settings > Features & Plugins.
2. Find the Review Management tile and select Enable.

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2. Set up third-party review requests

Third-party review requests ask your customer to publish a review on an external site such as Google, Yelp, Facebook, or HomeAdvisor.

1. Go to Company Settings > Review and stay on the Review Setup tab.
2. Turn on Enable 3rd Party Review Requests Email. FieldPulse fills in a standard Email Subject Line and Email Body.
3. Replace the standard subject line and body with your own wording. Both fields are required, and both go out with every review request.
4. Under 3rd Party Review Sites, paste the URL of each review page into its field. Yelp, Facebook, and Google each have their own field.
5. Turn each site’s toggle on or off to control whether that link appears in the request, or select the trash icon to remove the site.
6. Select Add 3rd Party Review Site to add a review site beyond the three listed.
7. Enter a Contact Us Email Address. This field is required, and the address sits behind the Contact Us Directly button in the request email.
8. Select Save.

Here is what a third-party review request looks like when it reaches your customer:

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3. Set up internal feedback

Internal feedback requests ask your customer to rate the service they received so your company and your service agents can improve. The rating stays in FieldPulse and is never posted publicly.

1. On the Review Setup tab, turn on Enable Internal Feedback Scores Email.
2. Set Request Feedback Scores On Behalf of Company or Assigned User? to Company to score the business as a whole, or to Assigned User to score the team member assigned to the related job.
3. Replace the standard Email Subject Line and Email Body with your own wording. Both fields are required, and both go out with every feedback request.
4. Select Save.

Your customer rates the service on a form carrying your company logo, choosing a star rating from Poor to Excellent, adding any written comments, and selecting Submit:

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4. Add an automatic trigger

A trigger sends a review or feedback request on its own when something happens on a job, so nobody on your team has to remember to send it.

1. Go to Company Settings > Review > Triggers.
2. Select Create New.
3. In Choose Trigger, pick the event that sends the email. The list covers job events such as when a job record is created and when job status is updated to In Progress, Pending, Completed, or Canceled. Pick When job status is updated to ‘Completed’ if you want the request to go out once the work is done.
4. In Choose Trigger Action, pick what happens when the trigger fires. See Trigger actions in the Settings reference for what each option does.
   

   
5. In Choose Communication Template, pick the review or feedback template this trigger sends.
6. Select Save.

The new trigger appears in the Communication Triggers list with its trigger event, its trigger action, and its template. Repeat these steps to add another trigger.

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Sending a request manually

Send a review or feedback request by hand from the job record when you would rather not use a trigger.

1. Open the job record for a job that has been completed.
2. Select Customer Communication.
3. On the Email tab of Select an Email Template, choose Third Party Reviews or Internal Feedback.
4. Check the Email To, Subject Line, and Email Body that the template fills in, then select Send Email.

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Settings reference

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Review Setup settings

Every setting below lives on the Review Setup tab under Company Settings > Review.

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Trigger actions

Choose Trigger Action decides what FieldPulse does once the trigger event happens.

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Related articles

• Review Management Emails Overview
• Customer Communications Overview
• Setting Up Automatic Communication Triggers
• How to Create Review Management Reports

Your setup is working when the trigger you created fires on a job, your customer receives the request email you wrote, and public reviews and internal feedback scores start coming back to your company or to the assigned team member.