Customize your Google Review Request
1. In your Marsello app admin, go to Customers > Responses > Google Reviews > Google Review request automation and click on the edit link.
📝Note: Your Google Reviews Program must be enabled to access this automation for editing.
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. Click on the pencil icon on the SMS step to edit the text of the message. This will bring up an SMS editor page where you can customize the message.
📝 Note: By default, this first step in this automation is set to SMS by default. Steps to remove this step (if preferred) are also included in this guide.
📝 Note: Each step of the automation must include the ##{{google_review_url}} merge tag in it or the automation will fail to send. This is because the merge tag automatically links the customer to the correct Google Business page for the site that they purchased from (based on the mapping in settings).
📝 Note: SHAFT retailers will not be permitted to send SMS requests for Google Review. Please refer to this article on SMS compliance for more information.
💡 Tip: If you prefer not to include an SMS message in your automation, simply click on the three-dot menu icon next to SMS to open drop-down menu and then click Delete. Removing the SMS step from the flow will not prevent the automation from sending emails to customers.
7. Adjust the delay between the SMS step and the email step of the automation as necessary by clicking on the pencil icon next to the delay step.
8. Click on the pencil icon on the email step to edit the text of the message. This will bring up an email settings page. Select Edit email to customize the message.
📝 Note: each step of the automation must include the ##{{google_review_url}} merge tag in it or the automation will fail to send. This is because the merge tag automatically links the customer to the correct Google Business page for the site that they purchased from (based on the mapping in settings).
💡 Tip: If you prefer not to include an email message in your automation and would just prefer SMS, simply click on the trash can icon next to the email message. Removing the email step from the flow will not prevent the automation from sending emails to customers.
9. If you wish to add additional steps to the flow, simply click on the + icon in the location of the flow where you would like to add this step.
📝Note: The Google Review Request doesn't contain an exit condition to remove a customer from the flow. If a customer successfully leaves a review and the flow contains both an SMS and email step, the customer may receive a request to leave a review from each medium.
⚠️ Important: Requesting customers to submit reviews is permitted under the Google Review manager, however there a few business rules when requesting reviews. Failure to comply to these guidelines may result in Google's removal of a review or banning users or businesses from using their services. The following is forbidden:
Soliciting reviews in customers in bulk
Selectively solicit(ing) positive reviews from customers
Paying for or incentivizing reviews
Reviewing your own business as it causes a conflict of interest.
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