Reviews serve as proof of concept for your business, and reaching out to customers for feedback after doing business can be greatly helpful in re-engaging them. However, just sending them an SMS is no guarantee they'll respond, so let's check how to customize the recurring messages to improve your response rate.
Creating A Template
Navigate to the Settings tab inside the Reputation section and select SMS Requests on the left side.
Click “+ Create New” to access the builder.
Select how you want to create your new template. You can start from scratch (1) or select a prebuilt template to use a prewritten message (2).
Fill out the details of your template, which will be:
Template Name: This is used to identify the template inside the system.
Image: You can add an image to your SMS by toggling the option on and uploading one from your desktop or adding a link for your image. This link can include merge tags in the URLs to send personalised graphics.
Text: This will be the content of the message that the customer receives. You can use custom values to personalize the content.
Once you're satisfied with the template, you can save (1) it to the system or directly make it the default send-out template (2).
Selecting The Templates
To set the template for the repeat requests, click “Set SMS Templates.”
Select the template you wish to use for each Retry.
Once you've selected the templates you wish to use, click Save.
Set your “Maximum retries” to match your total selected templates.
If no template is selected, the default template (Live) will be used. You can check which retry each template is being used for by checking the tag next to it.
To remove a template, click the trash can icon. As you might notice, this is not available for the “Live” option, as you must have a default template.
There you have it, now you can easily change your review request SMS templates. This will give you added control over tone, branding, and the visual aspects of your review requests, improving engagement and review completion rates.
15/8/25 Ext.