Watch this 👀**step-by-step guide**
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Follow these steps to adjust your appointment booking time frames.
MUST HAVE ADMIN PANEL ACCESS TO PROCEED
⚙️ Step 1: Access the Template Settings
Log in to your Admin Panel.
Click Marketing → Templates → Customers.
You’ll see a list of available message templates used for customer communication.
🧩 Step 2: Turn On the Five Key Templates
To set up the Review Automation Sequence, toggle on the following five templates and configure their Send Timing and Exclusion Settings as shown below:
| Template Name | Function | Send Timing | Don’t Send Template If |
|---|---|---|---|
| Service Receipt | Automatically sent after a repair order is finalized. | Sent immediately after RO is closed. | — |
| Welcome New Customer | Sent to new customers to thank them for visiting your shop. | 1 day after the most recent RO date. | If last received message from customer was within 1 day. |
| Repeat Customer Follow-Up | Sent to returning customers after their service. | 1 day after the most recent RO date. | If last received message from customer was within 1 day. |
| Review Invite (Coupon ON) | Must be turned on for proper system function (this template will not send out). | 2 days after the most recent RO date. | If last received message from customer was within 2 days. |
| Review Invite (Coupon OFF) | Sends the message inviting customers to leave a Google review. | 2 days after the most recent RO date. | If last received message from customer was within 2 days. |
💡 Tip:
You’ll need to click Update twice to ensure all settings save correctly:
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After toggling the template ON and setting the Send Timing, click Update.
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After adjusting the Exclusion (“Don’t Send Template If”) settings, click Update again.
This ensures that all automation, timing, and exclusions are properly applied.
🔁 Sequence and Timing Explained
Here’s how this automation naturally generates more Google reviews:
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Service Receipt Sent
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As soon as a repair order is completed, the customer receives a Service Receipt message.
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Welcome New Customer and Repeat Customer Follow-Up
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Both templates are sent 1 day after the most recent RO date.
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If the customer responds, no further templates are sent (to prevent duplicate outreach).
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If there’s no response, the system automatically sends either the Welcome New Customer or Repeat Customer Follow-Up template the next day.
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Review Invite Trigger
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If there’s still no reply, the Review Invite (Coupon ON or OFF) template is sent 2 days after the most recent RO date.
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This message includes a direct link to your shop’s Google review page — making it quick and easy for the customer to leave feedback.
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Smart Protection
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If a customer replies at any point, all later templates stop automatically.
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This ensures your shop doesn’t send multiple or unnecessary messages.
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✨ Why this boosts reviews:
This sequence reaches customers when they’re most satisfied — right after service. Automating the process ensures consistency, saves time, and increases your total review volume.
📱 Step 3: Set Correct Follow-Up Preferences
For each of the five templates:
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Go to the Follow-Up Preferences section.
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Set the preferences to include:
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Phone and Text
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Text Only
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Unknown
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Phone Only
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- Click Update
These preferences ensure that messages are delivered in the customer’s preferred communication method — improving engagement and review response rates.
💬 Optional: Send a Canned Message When a Customer Responds
If a customer replies positively, you can send a preloaded thank-you or review follow-up message for a personal touch.
To send a canned message in the 2-way portal:
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Click the Notes Icon on the left side of the customer’s message.
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Scroll to find your desired preloaded message.
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Send it directly from the customer’s CRM profile.
🔗 Need help adding Canned Notes to Messages? Click here for a guide!
This friendly, personalized follow-up reinforces the customer’s great experience and often leads to a genuine Google review.