🏷️ Google Reviews are unlocked on the Loyalty Accelerate plan.
Customize your Google Review request automation to control when review requests are sent and tailor messages based on customer purchase location or satisfaction level. By adjusting delays and adding conditional splits to the automation flow, you can ensure customers receive the right review request at the right time. This helps increase the chances of collecting meaningful Google reviews while providing a more personalized experience for your customers.
Customize your Google Review Automation
📝Note: Your Google Reviews Program must be enabled to access this automation for editing.
Edit the Google Review Automation
1. In your Marsello admin, go to Customers > Responses > Google Reviews > Google Review request automation
2. Select Google Review request automation and click Edit
3. Click Edit Automation
Confirm the automation Trigger
4. Confirm the trigger is set to: Targeting customers when they complete an order
📝 Note: The Google Review automation must trigger after a customer completes an order. This allows Marsello to connect the order to the review and provide additional context about the purchase.
Adjust the review request delay
5. Click the pencil icon on the first step to edit the delay.
6. Choose the time delay before the review request is sent.
💡 Tip: Set a delay (for example, a few hours or days) to give customers time to receive and experience their purchase before being asked for a review.
Add Conditional Split Steps
You can add conditional splits to personalize review requests based on store location or customer satisfaction.
How do I add a conditional split by store location?
1. Click the + icon in the workflow to add a new step.
2. Select Split, then click Continue.
3. Set the following parameters:
Split based on: Order details
Field name: Site purchased from
Operator: Is
Value: Select the store location
4. Click Done.
This split allows you to route customers based on the location they purchased from, so they are directed to the correct Google review page.
How do I add a conditional split by customer satisfaction?
This split allows you to adjust messaging depending on the customer’s satisfaction level.
1. Click the + icon after the first split to add another step.
2. Select Split, then click Continue.
3. Set the following parameters:
Split based on: Customer details
Field name: Last satisfaction rating
Operator: Is
Value: Select Happy or Sad
How do I add a conditional split by customers who have previously left a Google Review?
You can also split customers based on whether they have already left a Google review. This helps avoid sending repeat review requests to customers who have already submitted feedback.
1. Click the + icon in the workflow where you want to add the new step.
2. Select Split, then click Continue.
3. Set the following parameters:
Split based on: Customer details
Field name: Left Google Review
Operator: Is
Value: False
4. Click Done.
Customers who have not yet left a Google review will continue through this branch and receive a review request, while customers who have already submitted a review can be directed to a different message or skipped from the request.
Customize Your Email and SMS Messages
⚠️ Important:
It is important to retain the default email and SMS templates within the Google Review Request automation. However, feel free to edit these and add additional messages to your automation.
Do not remove the Google Review merge tag {{google_review_url}} from the default Google automation.
After setting your splits, edit the default email and SMS templates within each branch of the automation.
You can customize:
Messaging tone
Branding
Review request wording
Incentives or follow-ups
✅ Your Google Review automation is now customized to send targeted review requests based on order location and customer satisfaction.