Review Management - FieldPulse Docs

With the Review Management feature in FieldPulse, you can now get more reviews from customers and capture rating and feedback on your team members. Review Management gives you the ability to capture more reviews on Google, Yelp, HomeAdvisor, Facebook, or other sites with ease! You can also gather internal feedback from your customers to improve performance.

Enabling Review Management

To begin using Review Management, you’ll first need to enable it. Start by clicking on Company Settings and selecting Features & Plugins. Navigate to Review Management and select Enable. Now you’re ready to begin customizing and automating your review requests!

Setting Up 3rd Party Reviews

3rd Party Reviews will send requests to your customers to publish reviews on external websites such as Google, Yelp, and more. Once enabled, you can begin customizing your review management under Company Settings, then click Review at the top of your screen.

Begin by toggling on Enable 3rd Party Review Requests Email. A standard subject line and email body will appear, but please customize your subject line and email body as these will be included with each review request.

Next, add your review sites! Insert the links that will direct your customer to leave a review on your pages. Turn each site on/off as you wish, as well as add additional review sites using the Add 3rd Party Review Site button.

Lastly, be sure to include a Contact Us Email Address which will be included in your review request email.

Setting Up Internal Feedback

Internal feedback will send requests to your customers to give internal feedback intended to help your company and/or your service agents improve. Begin by toggling on Enable Internal Feedback Scores Email. A standard subject line and email body will appear, but please customize your subject line and email body as these will be included with each feedback request.

Additionally, you will need to designate who the feedback score will apply to: the company as a whole ( Company) or the team member who was assigned to the related job ( Assigned User).

Setting up Automatic Triggers for Review Management

You can use the automatic triggers feature to send out review requests automatically to customers. Before you set up automatic triggers, you have to set up email templates. To learn more about this, visit the Customer Communications article. Under Company Settings, click on Review. Then click on Triggers. To create a new trigger, click Create New.

First pick the action that will trigger an email from the first dropdown. (Hint: it will most likely be When job status is updated to ‘Completed,’ as you will want a review once the job has been completed.)

Next, you can select the Trigger Action - what you’d like to happen once the Trigger selected above occurs.

Automatically Sent - Choosing this option will automatically send the customer communication immediately after the trigger is triggered without a preview or confirmation.
Prompts Confirmation Prior to Sending - Choosing this option will open a pop-up after the trigger is triggered for you to confirm that you want to send this customer communication prior to sending.
Scheduled Based On Timing - Choosing this option will automatically send the customer communication based on a scheduled timing sequence that you specify.

Finally, choose the review or feedback template to use for this trigger email. Click Save to finalize the trigger.

Your new automatic trigger will now be listed under Triggers. You can add another automatic trigger by repeating this process.

Manually Sending Review & Feedback Requests

If you prefer not to use automatic triggers, you can also send these requests manually. Once a job has been completed, navigate to the job record and click on Customer Communications.