Automatic review requests

Summary

Review requests invite customers to leave you a public review after a job is finished and paid. A short while after sign-off, the customer gets a text or email with a single link. The link opens a branded page that thanks them and offers your public review link, usually your Google Business Profile. Timing, cooldowns and wording are yours to set. The feature is off until you deliberately turn it on, and enabling it never messages customers about old jobs.

Prerequisites

• You have the settings.communication.manage capability (Owner and Manager).
• You have your public review link to hand. For Google, that is the “ask for reviews” link from your Google Business Profile.

Steps

Set up review requests

1. Go to Settings > Communication and find the Review requests card.
2. Add your review destination: a label and the web address (it must start with https).
3. Check the timing settings. Each has plain-language help text beside it:
   • Wait after sign-off: how long after a job is signed off before asking. Default 24 hours, so the customer has driven the car.
   • Cooldown: how long before the same customer can be asked again, even on a new job. Default 90 days.
   • Paid jobs only: when on (the default), the invite only goes once the job’s invoice is paid.

Enable with a dry run

1. Click enable. Torqueflow first shows you a dry-run count: the jobs that would be invited right now.
2. Review the count, then confirm. The confirmation is deliberate because this is an ongoing behaviour, not a one-off send.
3. Only recent jobs qualify, roughly the last 7 days. Enabling today never messages customers from weeks or months ago.

What the customer receives

1. A short text or email with a single link, sent after the wait you set.
2. The link opens a page branded with your garage’s name and logo, thanking them and offering your public review link.
3. The message and the page both carry a “don’t ask me for reviews again” option. Using it stops review invites for that customer without affecting their other messages, like MOT reminders.

Change the wording

1. Open the reminder message editor under Settings > Communication.
2. Edit the review invite template on its tab. Email and SMS are editable; keep it short and honest.

Stop asking a specific customer

1. Open the customer’s record.
2. Turn on the “don’t ask for reviews” setting. They will never receive a review invite while it is on.

Expected Outcome

• Customers get at most one invite per job, and never more than one invite inside your cooldown window, whatever they book.
• Trade customers are never invited.
• Customers who have opted out of all contact are never invited.
• Invites only relate to jobs completed while the feature is on.

Troubleshooting

Problem: You enabled review requests but nothing has been sent. Cause: No job has completed and been paid since you enabled it, or the wait period has not passed yet. Fix: Give it a day or two of normal work. Check that jobs are being signed off and invoiced as usual.

Problem: The enable button is blocked. Cause: No review destination is configured. Torqueflow will not send an invite with nowhere to point it. Fix: Add your review link on the Review requests card first.

Problem: A regular customer was not asked after their latest visit. Cause: They were asked within your cooldown window, they have “don’t ask for reviews” set, or the job’s invoice is not yet paid. Fix: This is the feature working as designed. Adjust the cooldown if you find it too cautious.

Notes

1. Start with the default settings. 24 hours and 90 days are sensible for most garages. Shorten the wait if your customers pay and collect on the day.
2. You may see settings for checking privately before inviting a public review. That experience is being added. Until it goes live, every customer who opens the link sees your thank-you page with your public review link, whatever those settings say.
3. A word on review gating. Only inviting happy customers to review publicly is discouraged by Google’s review policy. The related setting is off by default; whether to use it is your call.
4. The invite is operational follow-up on work you have done, so it does not require marketing consent. The “don’t ask again” options exist so any customer can still decline easily.

Permissions

Action	Required capability
Configure and enable review requests	settings.communication.manage (Owner and Manager)