Build a trustworthy review process
Fieldified can ask eligible clients for a Google review after an important workflow event.
Use review automation to:
- Request genuine feedback consistently
- Monitor rating and review trends
- Respond from one dashboard
- Display testimonials on the website
- Compare local review performance
Only administrators and authorized marketing users can manage review settings.
Follow Google review policies
Review requests must be neutral and available to eligible clients regardless of whether you expect positive or negative feedback.
Do not:
- Offer discounts, payments, gifts, or services in exchange for a Google review
- Ask only satisfied clients to leave public reviews
- Discourage negative reviews
- Ask clients to include specific ratings or wording
- Pressure clients to review while staff watch
- Ask employees or connected parties to create misleading reviews
You can invite clients to share a genuine experience and separately provide a support path for service concerns, but the support path must not replace the review option for dissatisfied clients.
Connect Google Business Profile
A verified Google Business Profile is required for automated review collection and response management.
- Open Marketing Tools > Reviews.
- Select Connect Google Business Profile.
- Sign in to the Google account that manages the business.
- Complete multi-factor authentication when required.
- Review the requested permissions.
- Select the correct business location or profile.
- Approve the connection.
- Complete setup.
Fieldified uses the granted permissions to retrieve review data and publish approved responses. The connected Google user must retain permission to manage the profile.
Avoid duplicate feedback messages
If completed-job follow-up emails were previously being used primarily to request reviews, review both automations.
You can:
- Keep the job follow-up for service feedback and remove the public-review request
- Disable job follow-ups
- Send the review request at a different stage
Avoid sending several requests for the same completed work.
Configure the first review request
Open the Reviews dashboard, then select review settings.
Choose a trigger:
- Job closed
- Visit completed
- Invoice paid in full
Partial payment does not satisfy a paid-in-full trigger while an invoice balance remains.
Visit-completion trigger
For recurring work, choose how many completed visits should occur before the client receives a request.
This prevents asking after every routine appointment.
Delivery channel
Choose:
- Text
- Email and text
The client must have an eligible address or a consented text-capable phone number for the selected channel.
Message content
Customize:
- Email subject
- Email message
- Text message
- Client and payment variables
- Review link
Use neutral wording, such as:
Thank you for choosing {{COMPANY_NAME}}. We value honest feedback about your
experience. You can leave a Google review here: {{REVIEW_LINK}}Do not ask specifically for a five-star or positive review.
Quiet hours
When a job or visit is completed during configured quiet hours, Fieldified can defer the text or use email only.
Review the company timezone and send-time behavior so clients do not receive texts late at night.
Text length
Keep the request concise. SMS messages use 160 GSM-7 characters for one segment, or fewer when Unicode characters are included.
See Client Message Delivery Checklist.
Configure follow-up requests
When the client does not open the initial review link, Fieldified can send up to two follow-ups.
For each follow-up:
- Enable or disable it.
- Choose the delay in days.
- Select email or text.
- Review the message.
- Confirm the fixed send time.
Use different channels only when the client has consented to both. Stop follow-ups after the client opens the review path, leaves a matched review, opts out, or becomes otherwise ineligible.
Manage the Google connection
From review settings, you can review the connected profile or select Disconnect.
Disconnecting stops:
- New review synchronization
- Response publishing through Fieldified
- Review dashboard updates
- Review testimonials that depend on the connection
Reconnect the correct profile before restarting automation.
Review dashboard
The dashboard can show:
- Current average rating
- Total reviews
- Reviews received since setup
- Review requests sent
- Average response time
- Rating trend
- Request funnel
The request funnel can include:
- Clients contacted
- Review links opened
- Reviews matched
Not every opened link produces a review, and not every Google review can be matched automatically to a Fieldified client.
Read and respond to reviews
Open a review to write a public response.
Fieldified AI can suggest a draft or rewrite your text in a different tone. Before submitting:
- Confirm the response matches the review.
- Remove private job details.
- Avoid blaming or arguing with the client.
- Do not disclose payment, address, or health and safety information.
- Keep within Google’s response character limit.
The response is published under the business profile, and Google can notify the reviewer.
Respond to a positive review
Thank the reviewer and reference the service generally without exposing private details.
Respond to a negative review
- Acknowledge the concern.
- Avoid debating facts publicly.
- State that the business would like to understand or resolve it.
- Offer an appropriate private contact method.
- Investigate the client and work record internally.
Do not offer an incentive for removing or changing the review.
Compare local competitors
Create a benchmark list of relevant local businesses.
- Open Competitor Comparison.
- Select Add Competitors.
- Adjust the search radius.
- Search by business name or use recommendations.
- Add up to the displayed limit.
The comparison can show:
- Rating
- Review count
- Recent activity
- Strengths
- Weaknesses
- Suggested actions
Businesses without a public address can be absent from location-based recommendations.
Use competitor insights to improve service and response quality, not to imitate reviews or manipulate ratings.
Match an existing reviewer to a client
When Google reviewer information resembles a Fieldified client, Fieldified can suggest a match.
The suggestion can appear on:
- The job
- The paid invoice
- The client
Review the existing review, then:
- Select the matching client and save
- Select No Match when it is another person
A confirmed match links the review to the client and prevents unnecessary future requests according to your settings.
Do not rely on name alone when several clients share a similar name.
Turn review requests off for one client
- Open Clients.
- Select the client.
- Edit communication settings.
- Disable Ask for Review.
- Save.
Use this for a client who has opted out, already reviewed, or should not receive the automation for another documented reason. Do not use the setting to selectively exclude clients based on an expectation of negative feedback.
Client experience
The client receives the configured email, text, or both.
The message:
- Identifies the business
- Explains that honest feedback is welcome
- Contains the Google review link
- Includes text opt-out instructions when required
The client must sign in to a Google account to publish a Google review.
Review-request reporting
Communication history can identify:
- Initial review request
- Review follow-up
- Recipient
- Channel
- Sent date
- Delivery status
Email opens can be tracked when supported. SMS delivery does not show whether the client read the text.
Use Marketing Results to compare review requests, link engagement, submitted reviews, rating, and response time.
Display reviews on the website
Add a testimonials section to the Fieldified website after connecting the Google profile.
Review the visible selection and layout regularly. See Build Your Service Website.