# How to Customize the Review Request Messages (SMS/Email) > Learn how to enable, edit, and schedule SMS/Email review requests in GHL Customer Care, set your Review Link, and select templates for live and retry sequences. - Source: https://docs.ghlcustomercare.com/docs/reputation-management-and-reviews/review-requests/how-to-customize-the-review-request-messages-sms-email - Section: Reputation Management & Reviews / Review Requests - Reading time: 8 min - Images: 17, each explained below - Modified on Tue, 25 Aug at 4:43 PM --- Make it easy for customers to leave reviews with customized SMS and Email requests in GHL Customer Care. This article shows how to enable review requests, edit message templates, control cadence and retries, and set your Review Link. --- **TABLE OF CONTENTS** - [What is Review Request Messaging?](#what-is-review-request-messaging) - [Key Benefits of Review Request Messaging](#key-benefits-of-review-request-messaging) - [Where You Can Send Review Requests](#where-you-can-send-review-requests) - [Review Link (Balancing vs. Custom Link)](#review-link-balancing-vs-custom-link) - [SMS Requests](#sms-requests) - [Create or Edit an SMS template](#create-or-edit-an-sms-template) - [Select the Default Sender Number](#select-the-default-sender-number) - [Email Requests](#email-requests) - [Create or Import an Email template](#create-or-import-an-email-template) - [Select the Default Sender Email](#select-the-default-sender-email) - [Select the Live & Retry Templates (Sequence)](#select-the-live-and-retry-templates-sequence) - [How To Setup Review Request Messaging (Step‑by‑Step)](#how-to-setup-review-request-messaging-step-by-step) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) - [Related Articles](#related-articles) --- # **What is Review Request Messaging?** Review Request messaging automates how your location asks customers for public reviews. GHL Customer Care can send personalized **SMS** and **Email** messages after check‑in, repeat them on a schedule until the customer clicks the review link, and direct traffic to the right review destination using your **Review Link**. --- ## **Key Benefits of Review Request Messaging** Understanding the benefits helps you configure requests in a way that fits your business goals. - **Brand consistency:** Build templates that match your tone and branding across SMS and Email. - **Automation:** Schedule when the first request sends and how often to retry until the customer clicks. - **Personalization:** Use merge fields like contact and location variables for tailored messages. - **Flexibility:** Point customers to Google Business Profile or a custom destination; add multiple links in emails. - **Control:** Choose which templates are “Live” and which power each retry in your sequence. --- ## **Where You Can Send Review Requests** Once your templates and cadence are configured, you can request reviews from several places in GHL Customer Care. Use the method that best fits your team’s workflow. - **Reputation → Requests:** Send and track requests in bulk or individually. - **Contact record:** Open a contact and choose **Send Review Request**. - **Workflows:** Use the **Review Request** action to automate sends based on triggers (e.g., after an appointment status change). - **Channels:** SMS and Email are covered here; **WhatsApp Requests** are available in **Reputation → Settings → WhatsApp Requests** (configure separately if needed). --- ## **Review Link (Balancing vs. Custom Link)** The Review Link is the URL inserted into your requests. You can allow GHL Customer Care to balance reviews across supported platforms (e.g., Google) or override with a single destination using a custom URL. **Where to find it:****Reputation → Settings → Review Link** ![Review Link (Balancing vs. Custom Link) (image 1 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063513870/original/ZkcZchgDLioGh9YTmNgacq7SrE6--_izSQ.jpeg) **Review Link (Balancing vs. Custom Link) (image 1 of 17)** This screenshot appears in the "Review Link (Balancing vs. Custom Link)" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Where to find it: Reputation → Settings → Review Link. Immediately after, the guide continues: Review Balancing: Toggle on to automatically distribute review traffic across configured platforms. - What this covers: Where to find it: Reputation → Settings → Review Link - Controls: Reputation → Settings → Review Link - Next: Review Balancing: Toggle on to automatically distribute review traffic across configured platforms. #### **Enable & Cadence Controls** - **Review Balancing:** Toggle on to automatically distribute review traffic across configured platforms. - **Get Reviews on Google:** Connect Google Business Profile (GBP) to route traffic to your Google listing. - **Custom Link:** Select and paste a specific URL if you want to send all customers to a single page. **Tip:** If you use a Custom Link, confirm it opens directly to your review form. If you use Balancing, make sure your integrations are connected. --- ## **SMS Requests** SMS requests are quick and personal. Use the enable toggle to start sending, define when the first text goes out, set retry cadence, and create templates that include your review link and optional image. **Navigation:****Reputation → Settings → SMS Requests** ![SMS Requests (image 2 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063513905/original/Vo_pjWaiHFSBuHwx-TJSn7UrR6sQIURIbA.jpeg) **SMS Requests (image 2 of 17)** This screenshot appears in the "SMS Requests" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Navigation: Reputation → Settings → SMS Requests. Immediately after, the guide continues: Enable SMS Review Requests: Turn the top‑right toggle on. When to send SMS after check‑in?: Choose when the first text sends (e.g., Immediately). Until clicked, repeat this every: Pick an interval (supports Custom with number + Days)…. - What this covers: Navigation: Reputation → Settings → SMS Requests - Controls: Reputation → Settings → SMS Requests - Next: Enable SMS Review Requests: Turn the top‑right toggle on. When to send SMS after check‑in?: Choose when the first text sends (e.g., Immediately). Until clicked, repeat this every: Pick an interval (supports Custom with number + Days). Maximum retries: Set how many follow‑ups can send if the review link isn’t clicked. #### **Enable & Cadence Controls** - **Enable SMS Review Requests:** Turn the top‑right toggle on. - **When to send SMS after check‑in?:** Choose when the first text sends (e.g., Immediately). - **Until clicked, repeat this every:** Pick an interval (supports **Custom** with number + **Days**). - **Maximum retries:** Set how many follow‑ups can send if the review link isn’t clicked. ![Enable & Cadence Controls (image 3 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063513935/original/PYFMHD87MYkdGS3KPqcFuASbYRmCJQmEjg.png) **Enable & Cadence Controls (image 3 of 17)** This screenshot appears in the "Enable & Cadence Controls" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Enable SMS Review Requests: Turn the top‑right toggle on. When to send SMS after check‑in?: Choose when the first text sends (e.g., Immediately). Until clicked, repeat this every: Pick an interval (supports Custom with number + Days). Maximum retries: Set how many follow‑ups can send if the review…. Immediately after, the guide continues: Click Create New (or Edit on an existing template). Choose Create New from Scratch or Select from Pre‑Built Templates. In the builder, add a Template Name. Optionally enable Request with Image (or add an image URL). Write your message and…. - What to choose: Enable SMS Review Requests: Turn the top‑right toggle on. When to send SMS after check‑in?: Choose when the first text sends (e.g., Immediately). Until clicked, repeat this every: Pick an interval (supports Custom with number + Days). Maximum retries: Set how many follow‑ups can send if the review link isn’t clicked. - Controls: Custom, Days - Next: Click Create New (or Edit on an existing template). Choose Create New from Scratch or Select from Pre‑Built Templates. In the builder, add a Template Name. Optionally enable Request with Image (or add an image URL). Write your message and insert the review link token: {{reputation.review_link}}. Click Save. Full procedure: 1. Enable SMS Review Requests: Turn the top‑right toggle on. 2. When to send SMS after check‑in?: Choose when the first text sends (e.g., Immediately). 3. Until clicked, repeat this every: Pick an interval (supports Custom with number + Days). 4. Maximum retries: Set how many follow‑ups can send if the review link isn’t clicked. ### **Create or Edit an SMS template** 1. Click **Create New** (or **Edit** on an existing template). 2. Choose **Create New from Scratch** or **Select from Pre‑Built Templates**. In the builder, add a **Template Name**. Optionally enable **Request with Image** (or add an image URL). 3. Write your message and insert the review link token: {{reputation.review\_link}}. 4. Click **Save**. **Cost note:** If you enable Request with Image, the message may send as MMS and incur different carrier fees. Confirm with your provider. ### **Select the Default Sender Number** Use the default sender setting to choose the phone number used for SMS review requests. 1. Go to **Reputation → Settings → SMS Requests.** 2. Select the phone number you want to use as the default sender. 3. Configure the remaining timing, retry, and template settings. The selected number is used as the default sender for SMS review requests. ![Select the Default Sender Number (image 4 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079287866/original/jnwY9adqBqlsJREieaBWWhidNXaKXNxxnw.png) **Select the Default Sender Number (image 4 of 17)** This screenshot appears in the "Select the Default Sender Number" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: The selected number is used as the default sender for SMS review requests. Immediately after, the guide continues: Email requests allow richer branding, images, and multiple review destinations. Turn on the feature, set timing and retries, then create or import templates in the drag‑and‑drop editor. - What this covers: The selected number is used as the default sender for SMS review requests. - Controls: Reputation → Settings → SMS Requests. - Next: Email requests allow richer branding, images, and multiple review destinations. Turn on the feature, set timing and retries, then create or import templates in the drag‑and‑drop editor. Full procedure: 1. Go to Reputation → Settings → SMS Requests. 2. Select the phone number you want to use as the default sender. 3. Configure the remaining timing, retry, and template settings. --- ## **Email Requests** Email requests allow richer branding, images, and multiple review destinations. Turn on the feature, set timing and retries, then create or import templates in the drag‑and‑drop editor. **Navigation:****Reputation → Settings → Email Requests** ![Email Requests (image 5 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063516219/original/Ilaq69B44toxPAWJoghbVhS0eXlcVYCaCA.png) **Email Requests (image 5 of 17)** This screenshot appears in the "Email Requests" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Navigation: Reputation → Settings → Email Requests. Immediately after, the guide continues: Enable Email Review Requests: Turn the top‑right toggle on. When to send Email after check‑in?: Choose the initial delay (e.g., 1 Hour). Until clicked, repeat this every: Set the repeat interval (supports Custom with number + Days)…. - What this covers: Navigation: Reputation → Settings → Email Requests - Controls: Reputation → Settings → Email Requests - Next: Enable Email Review Requests: Turn the top‑right toggle on. When to send Email after check‑in?: Choose the initial delay (e.g., 1 Hour). Until clicked, repeat this every: Set the repeat interval (supports Custom with number + Days). Maximum retries: Choose how many follow‑ups to send. #### **Enable & Cadence Controls** - **Enable Email Review Requests:** Turn the top‑right toggle on. - **When to send Email after check‑in?:** Choose the initial delay (e.g., 1 Hour). - **Until clicked, repeat this every:** Set the repeat interval (supports **Custom** with number + **Days**). - **Maximum retries:** Choose how many follow‑ups to send. **Note:** “After check-in” refers to when the Send Review Request action is triggered either manually (from a contact record or Reputation → Requests) or automatically via a Workflow using the Review Request action. The timing you select here determines how long after that trigger the SMS will send. ![Enable & Cadence Controls (image 6 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063516230/original/g0tDB4bGh7YTD8ZUKizpWFQ-EQhsIWTDyA.png) **Enable & Cadence Controls (image 6 of 17)** This screenshot appears in the "Enable & Cadence Controls" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Note: “After check-in” refers to when the Send Review Request action is triggered either manually (from a contact record or Reputation → Requests) or automatically via a Workflow using the Review Request action. The timing you select here determines how long after that trigger the SMS will send. Immediately after, the guide continues: Click Create New → Create new Template or Import from Template Library. In the email builder, add your branding and content. Drag the Review Link element into the email (or configure the primary CTA button to use the Review Link). Save…. - What to choose: Note: “After check-in” refers to when the Send Review Request action is triggered either manually (from a contact record or Reputation → Requests) or automatically via a Workflow using the Review Request action. The timing you select here determines how long after that trigger the SMS will send. - Controls: Custom, Days - Next: Click Create New → Create new Template or Import from Template Library. In the email builder, add your branding and content. Drag the Review Link element into the email (or configure the primary CTA button to use the Review Link). Save the template. Full procedure: 1. Enable Email Review Requests: Turn the top‑right toggle on. 2. When to send Email after check‑in?: Choose the initial delay (e.g., 1 Hour). 3. Until clicked, repeat this every: Set the repeat interval (supports Custom with number + Days). 4. Maximum retries: Choose how many follow‑ups to send. ### **Create or Import an Email template** 1. Click **Create New** → **Create new Template** or **Import from Template Library**. 2. In the email builder, add your branding and content. 3. Drag the **Review Link** element into the email (or configure the primary CTA button to use the Review Link). 4. Save the template. ### **Select the Default Sender Email** Use Default sender email to choose the email address used for email review requests. 1\. Go to **Reputation → Settings → Email Requests.** 2\. Select an address from **Default sender email.** 3\. Configure the remaining timing, retry, and template settings. The selected address is used as the default sender for email review requests. ![Select the Default Sender Email (image 7 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079287916/original/JivKtPT0IEp_32i53Ewr_SdtlfI6yaia6Q.png) **Select the Default Sender Email (image 7 of 17)** This screenshot appears in the "Select the Default Sender Email" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: The selected address is used as the default sender for email review requests. Immediately after, the guide continues: Turning on SMS/Email requests isn’t enough, you must also tell GHL Customer Care which template to use for the initial send and for each retry slot. This selection controls exactly what customers receive at each step. - What this covers: The selected address is used as the default sender for email review requests. - Controls: Reputation → Settings → Email Requests., Default sender email. - Next: Turning on SMS/Email requests isn’t enough, you must also tell GHL Customer Care which template to use for the initial send and for each retry slot. This selection controls exactly what customers receive at each step. --- ## **Select the Live & Retry Templates (Sequence)** Turning on SMS/Email requests isn’t enough, you must also tell GHL Customer Care which template to use for the initial send and for each retry slot. This selection controls exactly what customers receive at each step. - **For Email:** Click **Set Email Templates**, select the **Live** template and assign templates to each **Retry** slot, then **Save**. - **For SMS:** Click **Set SMS Templates**, then select your Live/Retry templates and Save. --- ## **How To Setup Review Request Messaging (Step‑by‑Step)** #### **Step 1:** Set Review Link From the left sidebar, click **Reputation**, then open the **Settings** tab at the top. In **Review Link**, either enable the **Review Balancing** toggle or select the **Custom Link** radio and paste your URL in **Setup your custom link**. ![Step 1: Set Review Link (image 8 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058933873/original/QB3j9NV406CrZGGrHw_hZ5PhNhneE107XQ.jpeg) **Step 1: Set Review Link (image 8 of 17)** This screenshot appears in the "Step 1: Set Review Link" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: From the left sidebar, click Reputation, then open the Settings tab at the top. In Review Link, either enable the Review Balancing toggle or select the Custom Link radio and paste your URL in Setup your custom link. Immediately after, the guide continues: Open Reputation → Settings → SMS Requests and toggle the switch in the top-right to activate automated review texts. Set When to send after check-in, choose the repeat interval and Maximum retries, then use Create New or Set SMS Templates…. - Where to go: From the left sidebar, click Reputation, then open the Settings tab at the top. In Review Link, either enable the Review Balancing toggle or select the Custom Link radio and paste your URL in Setup your custom link. - Controls: Reputation, Settings, Review Link, Review Balancing, Custom Link, Setup your custom link - Next: Open Reputation → Settings → SMS Requests and toggle the switch in the top-right to activate automated review texts. Set When to send after check-in, choose the repeat interval and Maximum retries, then use Create New or Set SMS Templates to manage the messages shown below. #### **Step 2:** Enable SMS Requests Open **Reputation → Settings → SMS Requests** and toggle the switch in the top-right to activate automated review texts. Set **When to send after check-in**, choose the **repeat interval** and **Maximum retries**, then use **Create New** or **Set SMS Templates** to manage the messages shown below. ![Step 2: Enable SMS Requests (image 9 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058933920/original/gxWefKkRxYWGp630dnmpJmEt2GauEUvFPw.jpeg) **Step 2: Enable SMS Requests (image 9 of 17)** This screenshot appears in the "Step 2: Enable SMS Requests" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Open Reputation → Settings → SMS Requests and toggle the switch in the top-right to activate automated review texts. Set When to send after check-in, choose the repeat interval and Maximum retries, then use Create New or Set SMS Templates to manage the messages shown below. Immediately after, the guide continues: Click Create New to build a new SMS review request, or use the pencil (edit) icon to modify the selected template. Templates you create or edit here will appear in the list and can be assigned to the live or retry sequence later. - Where to go: Open Reputation → Settings → SMS Requests and toggle the switch in the top-right to activate automated review texts. Set When to send after check-in, choose the repeat interval and Maximum retries, then use Create New or Set SMS Templates to manage the messages shown below. - Controls: Reputation → Settings → SMS Requests, When to send after check-in, repeat interval, Maximum retries, Create New, Set SMS Templates - Next: Click Create New to build a new SMS review request, or use the pencil (edit) icon to modify the selected template. Templates you create or edit here will appear in the list and can be assigned to the live or retry sequence later. #### **Step 3:** Add SMS Template Click **Create New** to build a new SMS review request, or use the **pencil (edit)** icon to modify the selected template. Templates you create or edit here will appear in the list and can be assigned to the live or retry sequence later. ![Step 3: Add SMS Template (image 10 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058937902/original/JkADEj50izgPa70Pve3V3O8pGUFYEZ-B_Q.png) **Step 3: Add SMS Template (image 10 of 17)** This screenshot appears in the "Step 3: Add SMS Template" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Click Create New to build a new SMS review request, or use the pencil (edit) icon to modify the selected template. Templates you create or edit here will appear in the list and can be assigned to the live or retry sequence later. Immediately after, the guide continues: After clicking Create New, pick how you want to start: Create New from Scratch or Select from Pre-Built Templates. Click Select under your preferred option—start blank for full control or use a proven template to move faster. - What to click: Click Create New to build a new SMS review request, or use the pencil (edit) icon to modify the selected template. Templates you create or edit here will appear in the list and can be assigned to the live or retry sequence later. - Controls: Create New, pencil (edit) - Next: After clicking Create New, pick how you want to start: Create New from Scratch or Select from Pre-Built Templates. Click Select under your preferred option—start blank for full control or use a proven template to move faster. #### **Step 4:** Choose Template Type After clicking **Create New**, pick how you want to start: **Create New from Scratch** or **Select from Pre-Built Templates**. Click **Select** under your preferred option—start blank for full control or use a proven template to move faster. ![Step 4: Choose Template Type (image 11 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938037/original/6ufdGZ9VGsp7Sd_gom24_CQn2vBlfoyEPg.png) **Step 4: Choose Template Type (image 11 of 17)** This screenshot appears in the "Step 4: Choose Template Type" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: After clicking Create New, pick how you want to start: Create New from Scratch or Select from Pre-Built Templates. Click Select under your preferred option—start blank for full control or use a proven template to move faster. Immediately after, the guide continues: From the SMS Template Library, select a pre-built option such as Request a Review (note the visible character count for reference). Click Edit Template to open it for customization, where you can adjust copy and keep the…. - What to choose: After clicking Create New, pick how you want to start: Create New from Scratch or Select from Pre-Built Templates. Click Select under your preferred option—start blank for full control or use a proven template to move faster. - Controls: Create New, Create New from Scratch, Select from Pre-Built Templates, Select - Next: From the SMS Template Library, select a pre-built option such as Request a Review (note the visible character count for reference). Click Edit Template to open it for customization, where you can adjust copy and keep the {{reputation.review_link}} token. #### **Step 5:** Choose Prebuilt From the **SMS Template Library**, select a pre-built option such as **Request a Review** (note the visible character count for reference). Click **Edit Template** to open it for customization, where you can adjust copy and keep the {{reputation.review\_link}} token. ![Step 5: Choose Prebuilt (image 12 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938158/original/2p9Gcm_rwylwfHoQt5GN06fRSC6AMuOFQg.png) **Step 5: Choose Prebuilt (image 12 of 17)** This screenshot appears in the "Step 5: Choose Prebuilt" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: From the SMS Template Library, select a pre-built option such as Request a Review (note the visible character count for reference). Click Edit Template to open it for customization, where you can adjust copy and keep the {{reputation.review_link}} token. Immediately after, the guide continues: Enter a Template Name, optionally enable Request with Image to upload or link an image, and write your message using {{reputation.review_link}}. Check the live phone preview on the right, then click Save to store the template. - What to choose: From the SMS Template Library, select a pre-built option such as Request a Review (note the visible character count for reference). Click Edit Template to open it for customization, where you can adjust copy and keep the {{reputation.review_link}} token. - Controls: SMS Template Library, Request a Review, Edit Template - Next: Enter a Template Name, optionally enable Request with Image to upload or link an image, and write your message using {{reputation.review_link}}. Check the live phone preview on the right, then click Save to store the template. #### **Step 6:** Customize SMS Template Enter a **Template Name**, optionally enable **Request with Image** to upload or link an image, and write your message using {{reputation.review\_link}}. Check the live phone preview on the right, then click **Save** to store the template. ![Step 6: Customize SMS Template (image 13 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938272/original/0QeAG2m0_i5c6CJNuN-LoK2y27GC4heRVA.png) **Step 6: Customize SMS Template (image 13 of 17)** This screenshot appears in the "Step 6: Customize SMS Template" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Enter a Template Name, optionally enable Request with Image to upload or link an image, and write your message using {{reputation.review_link}}. Check the live phone preview on the right, then click Save to store the template. Immediately after, the guide continues: Open Reputation → Settings → Email Requests and turn on the toggle in the top-right to activate automated review emails. Use the controls to set when to send after check-in, the repeat interval until clicked, and the maximum retries, then…. - What to fill in: Enter a Template Name, optionally enable Request with Image to upload or link an image, and write your message using {{reputation.review_link}}. Check the live phone preview on the right, then click Save to store the template. - Controls: Template Name, Request with Image, Save - Next: Open Reputation → Settings → Email Requests and turn on the toggle in the top-right to activate automated review emails. Use the controls to set when to send after check-in, the repeat interval until clicked, and the maximum retries, then manage templates via Set Email Templates or Create New. #### **Step 7:** Enable Email Requests Open **Reputation → Settings → Email Requests** and turn on the toggle in the top-right to activate automated review emails. Use the controls to set when to send after check-in, the repeat interval until clicked, and the maximum retries, then manage templates via **Set Email Templates** or **Create New**. ![Step 7: Enable Email Requests (image 14 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938389/original/wwV6X0pG3zkFFBmww9-QoknrHLcSDpY3xQ.png) **Step 7: Enable Email Requests (image 14 of 17)** This screenshot appears in the "Step 7: Enable Email Requests" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Open Reputation → Settings → Email Requests and turn on the toggle in the top-right to activate automated review emails. Use the controls to set when to send after check-in, the repeat interval until clicked, and the maximum retries, then manage templates via Set Email Templates or Create New. Immediately after, the guide continues: Click Set Email Templates to choose which template sends first (Live) and which ones power each Retry slot from the left-side dropdowns. Review or edit the subjects on the right if needed, then click Save to apply the sequence. - Where to go: Open Reputation → Settings → Email Requests and turn on the toggle in the top-right to activate automated review emails. Use the controls to set when to send after check-in, the repeat interval until clicked, and the maximum retries, then manage templates via Set Email Templates or Create New. - Controls: Reputation → Settings → Email Requests, Set Email Templates, Create New - Next: Click Set Email Templates to choose which template sends first (Live) and which ones power each Retry slot from the left-side dropdowns. Review or edit the subjects on the right if needed, then click Save to apply the sequence. #### **Step 8:** Assign Email Sequence Click **Set Email Templates** to choose which template sends first (**Live**) and which ones power each **Retry** slot from the left-side dropdowns. Review or edit the subjects on the right if needed, then click **Save** to apply the sequence. ![Step 8: Assign Email Sequence (image 15 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938399/original/4BPED3NN1OybzIvDJvd-5dbY709-4ozMsA.png) **Step 8: Assign Email Sequence (image 15 of 17)** This screenshot appears in the "Step 8: Assign Email Sequence" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Click Set Email Templates to choose which template sends first (Live) and which ones power each Retry slot from the left-side dropdowns. Review or edit the subjects on the right if needed, then click Save to apply the sequence. Immediately after, the guide continues: Use Create New (dropdown) to Create new Template or Import from Template Library for your email request. To modify an existing design, click the ⋯ menu on a template card and choose Edit Templates; you’ll assign these later via Set Email…. - What to choose: Click Set Email Templates to choose which template sends first (Live) and which ones power each Retry slot from the left-side dropdowns. Review or edit the subjects on the right if needed, then click Save to apply the sequence. - Controls: Set Email Templates, Live, Retry, Save - Next: Use Create New (dropdown) to Create new Template or Import from Template Library for your email request. To modify an existing design, click the ⋯ menu on a template card and choose Edit Templates; you’ll assign these later via Set Email Templates. #### **Step 8:** Create/Import Email Use **Create New** (dropdown) to **Create new Template** or **Import from Template Library** for your email request. To modify an existing design, click the **⋯** menu on a template card and choose **Edit Templates**; you’ll assign these later via **Set Email Templates**. ![Step 8: Create/Import Email (image 16 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938411/original/Pn961HFj6HEg6tsZzG_RCNNeaB1IOamUmw.png) **Step 8: Create/Import Email (image 16 of 17)** This screenshot appears in the "Step 8: Create/Import Email" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Use Create New (dropdown) to Create new Template or Import from Template Library for your email request. To modify an existing design, click the ⋯ menu on a template card and choose Edit Templates; you’ll assign these later via Set Email Templates. Immediately after, the guide continues: Use the drag-and-drop email builder to add text, images, and buttons from the Elements panel on the left. Drag the Review Link element (bottom-left) into your layout so the CTA opens your configured review URL, then click Save in the…. - What to choose: Use Create New (dropdown) to Create new Template or Import from Template Library for your email request. To modify an existing design, click the ⋯ menu on a template card and choose Edit Templates; you’ll assign these later via Set Email Templates. - Controls: Create New, Create new Template, Import from Template Library, ⋯, Edit Templates, Set Email Templates - Next: Use the drag-and-drop email builder to add text, images, and buttons from the Elements panel on the left. Drag the Review Link element (bottom-left) into your layout so the CTA opens your configured review URL, then click Save in the top-right. #### **Step 9:** Design Email Content Use the drag-and-drop email builder to add text, images, and buttons from the **Elements** panel on the left. Drag the **Review Link** element (bottom-left) into your layout so the CTA opens your configured review URL, then click **Save** in the top-right. ![Step 9: Design Email Content (image 17 of 17)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155058938476/original/vyrtAQYYaTlWHTHlJSSZdcqI83g8lMQCYg.png) **Step 9: Design Email Content (image 17 of 17)** This screenshot appears in the "Step 9: Design Email Content" section of "How to Customize the Review Request Messages (SMS/Email)". The text alongside this image reads: Use the drag-and-drop email builder to add text, images, and buttons from the Elements panel on the left. Drag the Review Link element (bottom-left) into your layout so the CTA opens your configured review URL, then click Save in the top-right. Immediately after, the guide continues: Q: What happens after a customer clicks the review link? - How to confirm: Use the drag-and-drop email builder to add text, images, and buttons from the Elements panel on the left. Drag the Review Link element (bottom-left) into your layout so the CTA opens your configured review URL, then click Save in the top-right. - Controls: Elements, Review Link, Save - Next: Q: What happens after a customer clicks the review link? --- ## **Frequently Asked Questions** **Q: What happens after a customer clicks the review link?** The repeat schedule stops for that channel once the click is detected, preventing additional retries for that contact. **Q: What’s the difference between Review Balancing and a Custom Link?** **Balancing** distributes traffic across connected review sites (e.g., Google). **Custom Link** sends everyone to a single destination you choose. **Q: Which token should I use in SMS for the review URL?** Use {{reputation.review\_link}}. It automatically uses the Review Link you configured under **Reputation → Settings → Review Link**. **Q: Can emails include more than one review destination?** Yes. In the Email builder, you can use the **Review Link** element and, in some templates, configure multiple review buttons if supported by your design. **Q: How many retries should I set?** Most teams start with 2–3 retries. The right number depends on engagement, industry norms, and compliance requirements. **Q: Does adding an image to an SMS change costs?** It may send as MMS, which can have different carrier pricing. Check your messaging provider’s rates. **Q: Do I need Google Business Profile connected?** Only if you want to route reviews to Google using Balancing. If you prefer another site or your own page, set a **Custom Link** instead. **Q: Can I automate requests without manual sending?** Yes. Add the **Review Request** action in a Workflow to trigger sends automatically (e.g., after “check‑in”). --- ## **Related Articles** - Reputation - Breaking Down the Reviews Tab - [Getting Started with Reviews AI Agents](https://docs.ghlcustomercare.com/docs/reputation-management-and-reviews/review-requests/getting-started-with-reviews-ai-agents) - [Reputation Management - Video Testimonials](https://docs.ghlcustomercare.com/docs/reputation-management-and-reviews/video-testimonials/reputation-management-video-testimonials) - [How to send Review Request via Whatsapp](https://docs.ghlcustomercare.com/docs/reputation-management-and-reviews/review-requests/how-to-send-review-request-via-whatsapp) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com