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How to Boost Your Shops Google Reviews Using this CRM Template Sequence

Google Reviews 

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.

marketing admin

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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:

  1. After toggling the template ON and setting the Send Timing, click Update.

  2. 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:

  1. Service Receipt Sent

    • As soon as a repair order is completed, the customer receives a Service Receipt message.

  2. Welcome New Customer and Repeat Customer Follow-Up

    • Both templates are sent 1 day after the most recent RO date.

    • If the customer responds, no further templates are sent (to prevent duplicate outreach).

    • If there’s no response, the system automatically sends either the Welcome New Customer or Repeat Customer Follow-Up template the next day.

  3. Review Invite Trigger

    • If there’s still no reply, the Review Invite (Coupon ON or OFF) template is sent 2 days after the most recent RO date.

    • This message includes a direct link to your shop’s Google review page — making it quick and easy for the customer to leave feedback.

  4. Smart Protection

    • If a customer replies at any point, all later templates stop automatically.

    • This ensures your shop doesn’t send multiple or unnecessary messages.

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:

  1. Go to the Follow-Up Preferences section.

  2. Set the preferences to include:

    • Phone and Text

    • Text Only

    • Unknown

    • Phone Only

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  3. 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:

  1. Click the Notes Icon on the left side of the customer’s message.

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  2. Scroll to find your desired preloaded message.

  3. 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.