How to Send a Review Request to a Customer?

Reviews & Review Collection

Send an individual review request when a saved customer has completed a visit, purchase, appointment, or service. UpBlick uses the customer’s available contact details to deliver the request and records the activity under the selected business location.

Before you start

Make sure that:

• The correct business location is selected.
• The customer has agreed to receive the review request.
• The customer record contains a valid WhatsApp or mobile number, an email address, or both.
• The location has the correct Google Review Link.
• An approved WhatsApp review request template is available if you are sending through WhatsApp.
• An active email review request template and email setup are available if you are sending through email.

How UpBlick selects the delivery channel

UpBlick uses the contact details saved for the customer:

• If the customer has a WhatsApp or mobile number, UpBlick attempts to send the request through WhatsApp.
• If the customer has an email address, UpBlick attempts to send the request through email.
• If both contact methods are available, UpBlick can send the request through both channels.

The template you select in the Send Review Request window is used for WhatsApp. Email requests use the active email review request template.

Send a review request to an existing customer

Step 1: Open Customers

In the UpBlick sidebar, select Customers. The page displays customers for the currently selected business location.

Step 2: Check the selected location

If you manage more than one location, use the location selector at the top of the page to choose the location where the customer had their experience.

Step 3: Find the customer

Use Search customers... or browse the customer list. Confirm the customer’s identity and saved contact information before sending the request.

Step 4: Open the review request action

From the customer’s available actions, choose the option to send a review request. The Send Review Request window opens.

Step 5: Select the WhatsApp template

Open Review Request Template and choose the approved WhatsApp template you want to use. If the customer only has an email address, UpBlick uses the active email review request template instead.

Step 6: Send the request

Select Send Request. UpBlick queues the request and attempts delivery through each available, configured contact channel.

Do not select the button repeatedly. UpBlick prevents another recorded review request for the same customer and location when one already exists that day.

If the customer is not in UpBlick

1. Open Customers and select Add Customer.
2. Enter the customer’s name and at least one contact method.
3. Leave Do not send review request. unchecked.
4. Select the required Review Request Template.
5. Confirm the customer consent statements only when you have the required permission.
6. Select Add Customer.

What happens after you send the request

1. UpBlick queues the request for the selected location.
2. The available channels attempt to deliver the configured message.
3. The customer opens their unique review link.
4. The customer follows the location’s configured review journey.
5. UpBlick records available request and review activity for reporting.

If reminders are enabled, eligible customers may receive follow-up messages according to your reminder settings.

Track the review request

Open Reviews, then select Review Requests. Choose a reporting period and review:

• Total Requests, Pending, Opened, Reviews Received, and Conversion Rate.
• Progress through Sent, Open, Link Click, Review Provided, and Shared on Google.
• Activity by WhatsApp, email, SMS, or other channels.
• Upcoming reminders.

Best practices

• Send the request soon after the customer’s experience is complete.
• Keep names, international phone codes, phone numbers, and email addresses accurate.
• Ask for an honest review without requesting a particular star rating or wording.
• Do not offer an incentive in exchange for a review.
• Send requests consistently to eligible customers instead of selecting only customers likely to leave positive reviews.
• Respect consent, privacy requirements, and communication preferences.

These practices also help you follow Google Maps policies for user-contributed content.

Troubleshooting

Frequently asked questions

Can I send a request to a customer who is not saved in UpBlick?

Add the customer first. Leave Do not send review request. unchecked to send the request as part of the Add Customer process.

Which channel will UpBlick use?

UpBlick attempts WhatsApp when the customer has a WhatsApp or mobile number and email when the customer has an email address. If both are available, UpBlick can use both.

Does the template selected in the window apply to email?

No. The selected Review Request Template is for WhatsApp. Email requests use the active email review request template.

Can I send another request on the same day?

UpBlick prevents another recorded request for the same customer and location when a request already exists that day.

Does selecting Send Request guarantee delivery?

No. UpBlick queues and attempts the request, but delivery can still be delayed or rejected by the destination channel or affected by incorrect contact information.