Reputation Management
One link, one question: happy customers are sent to your review sites, unhappy ones to a private feedback box — and each answer can start a plan.
1What it does
Reputation Management turns a finished job into public reviews without your team chasing anyone. You send the contact a link (usually from an action plan step, once the work is complete). The page asks one question — “Would you recommend {company}?” — with a thumbs-up and a thumbs-down:
- Thumbs up — the page offers your review sites one at a time (“Would you like to leave a Google review?”). Yes opens that site’s review link; No moves to the next.
- Thumbs down — instead of a public site, the contact gets a private feedback box (“We love to hear your feedback!”). What they write is emailed to the account owner (and the Enterprise owner, if there is one), and the contact is switched to your Negative action plan.
Each outcome can start an action plan — a thank-you sequence for a public review, a recovery sequence for negative feedback — so the follow-up is automatic too.
2Setting it up
Switch on Activate Reputation Management in Settings → Add-Ons; a Reputation Management tab appears. What it contains depends on the version your account has:
| Setting | What it does |
|---|---|
| Review site links | Your business’s rating page on Google, Facebook, Yelp, Angi and Yellow Pages, plus the Link Text the contact sees. |
| Action plans | One per outcome: Left Google / Facebook / Yelp / Yellow Pages / Angi Review, Internal Positive Review and Internal Negative Review — or Do not change Action Plan. |
| Multiple configurations (newer version) | Each has a Name, the Lead Source(s) it applies to, its link and link text, an Order, and separate Positive / Negative action plans for internal review — so different lead sources can be steered to different review sites. Configurations can be duplicated. |
3Sending the request
Put the reputation token in an email or text template — {{tokens.replink}} (or {{tokens.replinkV2}} for the newer version) — and use that template in a step of your Retention or completion plan. Every contact gets a link tied to their own record, so the thumbs-up or feedback is attributed correctly. See Tokens.
Ask once, at the right moment
Send the link a day or two after the job is marked Completed, from the plan that runs at that step. One well-timed ask outperforms three reminders.
4Troubleshooting
The link in the email is blank
The token was typed by hand with a typo, or the add-on isn’t active. Pick the token from the list in the template editor.
Thumbs-up doesn’t open any review site
No review links are saved on the Reputation Management tab. Add at least one.
5Related pages
- Tokens — the reputation link tokens.
- Action Plans — the plans each outcome starts.
- Templates — where the link goes.