Sending a Google review request to customers who’ve previously left feedback ensures you're targeting engaged shoppers with fresh, relevant prompts. Automating this in Marsello helps turn satisfied customers into public advocates, boosting your credibility and visibility. With customizable delays, targeted conditions, and tailored messaging, you can enhance engagement while maintaining brand consistency.
Customize your Google Review Automation
📝Note: Your Google Reviews Program must be enabled to access this automation for editing.
1. In your Marsello app admin, go to Customers > Responses > Google Reviews > Google Review request automation and click on the edit link.
2. Click Edit Automation
3. Confirm the trigger is set to Targeting customers when they complete an order.
📝Note: The Google Review automation's trigger must be sent to when a customer has made an order. This is to allow the system to connect the order to the Google Review, so to provide you with more context on the review.
4. Click on the pencil icon to edit the delay of your first step.
5. This will bring up a menu that will allow you to adjust the delay to a more suitable time.
6. Select the Split step and then select Continue
8. For the first split in your step, use the parameters:
Split based on - Order details
Field name - Site purchased from
Operater- Is
Value - Select the site location here
Click Done once complete.
9. Add a second split step to your automation. Go back in the workflow go to the {+} icon after the first split step to add the next step of your automation.
10. Select the Split step and then select Continue
11. For the second split in your step, use the parameters:
Split based on - Customer details
Field name - Last satisfaction rating
Operator - Is
Value - Select from happy or sad
📖 Learn more about conditional splits for automation here.
12. Once your split conditions are setup, feel free to edit the default email and SMS templates within the flow to better suit your brand.
⚠️ 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.