Review opt-out
By the end of this article you will be able to read a customer’s page and know whether they will be asked for a review, and what to do when one who opted out changes their mind.
What the customer clicked
Every review request, and every follow-up inviting a customer to review you on Google, Yelp or Facebook, carries an opt-out link at the bottom. One click is enough: the customer lands on a page confirming they will receive no more review invitations from your business, and the page tells them to contact you if they change their mind.
What it stops, and what it does not
- Stops: the automatic review request after a finished job, a request sent by hand from the phone, and the external-review invitation. All of them check for the opt-out at the moment of sending.
- Does not stop: anything else. Invoices, receipts, quotes, confirmations, reminders, the completion email with photos, marketing broadcasts and text messages are untouched — this is a review preference only. Marketing email has its own unsubscribe link, and texts have STOP.
The customer can still leave a review on their own: the job page in your customer portal offers it for 90 days after the service, opt-out or not.
How it shows on their page
Open the customer under Customers. Beside the language chip on the Contact Information card, Opted out of review requests appears for as long as the opt-out stands. It is one of two such chips; the other, Unsubscribed from promotions, is the marketing unsubscribe and has no control on it, because re-subscribing to marketing is the customer’s own act.
Lift it when the customer asks
Only do this because the customer asked — the link they clicked said so, and the confirmation dialog repeats it.
- On the customer’s page, click the × on Opted out of review requests.
- The dialog Allow review requests again? names the customer. Click Allow review requests again.
- The chip disappears and you see “Review requests restored”. Their next finished job is asked about like any other, and the opt-out link in that email lets them stop again.
Lifting it needs the customer-edit permission — the Admin, Manager and Technician roles.
Good to know
- Nothing is deleted. Reviews they already left, and your responses, stay exactly as they were.
- A customer with no email is never asked in the first place, opt-out or not.
- Counting them. The number of customers who opted out of external-review invitations is on the Revenue Report under External Review Prompt Campaign as Opt-outs.