ServiceFlow Pro Docs
Marketing & Website

Review Management

Request, track, and respond to customer reviews.
5 min read

Review Management

Overview

Review management helps you request, track, and respond to customer reviews—supporting reputation workflows from job completion through public responses on connected platforms.

How to access

  • Reviews list — Reviews (/reviews) when enabled in navigation
  • Settings — Settings → Review Settings (/settings/reviews)
  • Integrations — Settings → Integrations (Google, Yelp-related tools)

What you can do today

  • Configure review request timing and templates (per your integration setup).
  • Send review requests linked to completed jobs or invoices (where configured).
  • View review status and customer feedback in the Reviews area.
  • Manage review-related website widgets (see Website Widgets).
  • Connect platform integrations under Settings → Integrations (availability varies by account).

Prerequisites

  • Admin enables review features under Settings → Review Settings and/or Integrations.
  • Customer contact info (email/SMS) for requests.
  • Twilio & Telnyx or email configured for outbound requests when using SMS/email channels.

Step-by-step

Enable review settings (admin)

  1. Settings → Review Settings.
  2. Turn on review requests and choose default channels.
  3. Customize message templates (or use Email & PDF Templates).
  4. Save.

Send a review request

  1. From a completed job or invoice (where the action is exposed), choose Request review.
  2. Confirm customer and channel.
  3. Send—track status on Reviews.

Monitor and respond

  1. Reviews → filter open/completed requests.
  2. Open a record for customer and platform link.
  3. Respond on the platform (Google, etc.) per their UI—ServiceFlow tracks request status more than hosting public review threads.

Current limitations

  • Config-gated — features depend on integrations enabled for your business.
  • Not all review platforms support two-way API replies; some responses happen only on Google/Yelp native sites.
  • Automated sentiment analysis and AI-drafted public replies are limited today (see Yelp Responder for Yelp messaging automation).
  • Bulk historical import of reviews from before ServiceFlow is manual.

Roadmap

  • Unified inbox for Google review responses.
  • AI-suggested reply drafts with human approval.
  • Review score KPIs on dashboard widgets.

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