Your online reputation matters now more than ever. Great reviews bring in new customers, build trust, and boost revenue. But what about the customers who didn’t have a great experience? What if you could catch their feedback before it turns into a negative public review?

With our platform, you can! Here’s how to use automated texts and keywords to ask for feedback, respond in real time, and turn more visitors into loyal, happy customers.

🔧 Step 1: Set Up Keywords for Customer Ratings (1–5)

Before you can ask for feedback, you need to set up keywords 1 through 5 in your platform. These keywords will trigger custom replies based on how a customer rates their experience.

This allows you to handle unhappy customers privately and encourage happy ones to leave public reviews.

Example Setup:

Keyword	Auto-Reply	What It Does
1	“We’re really sorry to hear that. Please reply and let us know what went wrong. We want to make it right.”	Opens a conversation so you can respond personally.
2	“Sorry your experience wasn’t great. Can you tell us more so we can fix it?”	Starts a private dialogue.
3	“Thanks for your feedback. What could we do better next time?”	Encourages honest input.
4	“Glad to hear you had a good experience! Would you mind leaving us a quick review? [Review Link]”	Sends them to your review page.
5	“Awesome! We’d love for you to share your experience. Here’s our review link: [Review Link]”	Turns happy customers into reviewers.

💡 You only need to set this up once. After that, the system will take care of the replies automatically.

⏱️ Step 2: Set Up the Automated Follow-Up Text

Once your keywords are ready, you’ll create an automated text that asks customers to rate their visit.

You have two options, depending on your account setup:

For Loyalty accounts, you have the option to send the message after a certain number of check-ins. We recommend setting it to send after the second check-in, since a customer who returns is likely to have had a good experience, making them more likely to leave a positive review.

For other non-loyalty accounts, you can trigger the message after sign-up, which works well for first-time impressions.

It’s also a good idea to schedule the message to send at least an hour after to give them time to complete their experience before being asked for feedback.

Sample Text:

“Thanks for visiting! How was your experience today? Reply with a number from 1 (poor) to 5 (excellent).”

This message should be friendly and simple. Once the customer replies with a number, your keywords will take over with the appropriate response.

💬 Step 3: Respond to Feedback in Real Time

When a customer replies with a 1, 2, or 3, your keyword response will ask them to share what went wrong. Once they reply to that message, a conversation will automatically start in the Conversations tool, allowing you to follow up directly and resolve the issue.

This gives you a chance to fix a problem before they post a public complaint and shows the customer that you genuinely care.

For 4s and 5s, they’ll be directed to your review link, helping you grow your online reputation with real, satisfied customers.

📈 The Results: Happier Customers + More Reviews = More Revenue

• You fix issues in real time, before they hit Google, Yelp, or Facebook.
• You build better customer relationships and encourage return visits.
• You grow your 5-star reviews with almost no extra effort.

This simple setup can turn feedback into a revenue driver and protect your brand at the same time.

Need help setting this up? Reach out and we’ll walk you through it. You’re just a few clicks away from more happy customers and better reviews.