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The Reputation product covers internal feedback requests, Google review prompts, and the reminders that go with them. Planning a Reputation rollout draws on the same core concepts as Engage — automations, segments, triggers, and the customer-centric framing — so if you haven’t already, the Planning Engage Automations guide is the right starting point. It explains the mental model, the three trigger types, and how segments work. This guide assumes you’ve read those sections — or are happy to refer back to them — and focuses on what’s specific to Reputation.

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The default setup, ready to use

Reach ships a default Reputation configuration that most partners can adopt more or less out of the box. It’s the canonical flow:
  1. Shortly after a customer interaction (the trigger), an internal feedback request goes out.
  2. If the customer responds positively, they’re prompted to leave a Google review.
  3. If they don’t respond at all, they receive one reminder.
The trigger, cadence, segment logic, and reminder timing are all pre-configured. If that flow matches what your tenants need, you can launch on it with no segment work of your own — you only need to make the decisions in What you do need to decide below.

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How it maps to Engage concepts

The mapping:
Reputation conceptWhat it is in automation terms
The trigger that starts the flowA segment-entry trigger (see trigger types) — typically firing when a customer has a recently-completed interaction.
The audienceA segment. Filters such as “only customers who opted in to review requests” or “only customers above a spend threshold” are segment conditions.
The initial feedback requestA send-communication step with a feedback form action template.
The Google review promptA send-communication step that prompts the customer to leave a Google review.
The reminderA wait step followed by another send, with an optional check-segment-membership guard so anyone who already responded isn’t pinged again.
How these steps are sequenced is one of the decisions you’ll make. Some partners turn on smart routing, where the Google review prompt is sent only to customers who respond positively to the internal feedback request — directing happy customers toward a public review and routing less-positive feedback to the business privately. Others send the Google review prompt to everyone, either alongside the internal feedback request or as the only ask. Reach supports either model; the smart routing logic, when used, is handled inside the Reputation templates so you don’t have to design the branching yourself.

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Customizing audiences

If your tenants have specific requirements — different timing for the internal feedback vs. Google review prompt, additional eligibility filters, or different cohorts handled differently — you provide segment inputs to define those audiences. The customer-centric rule is the technique to lean on when an audience involves a customer’s recent interactions or upcoming events. A few examples of Reputation-specific audience filters that partners commonly want:
  • Only customers above a certain spend threshold. Useful when tenants want to prioritize asking for reviews from high-value customers. Expressed as a segment condition on customer attributes or a sum across related transaction records.
  • Only customers who opted in to review requests. A boolean field on the customer.
  • Only customers tied to a specific staff member or location. A relationship field on the customer, useful when tenants want to throttle review velocity per staff member or rotate which locations are actively soliciting reviews.
  • Excluding customers who recently received a request. Expressed as “has zero feedback requests in the last N days” — protects against over-asking.
If you can express the requirement as a question about customers (directly or by reaching through related records), it’s buildable.

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What you do need to decide

Even if you adopt the default flow as-is, two decisions are yours to make.

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Message copy

The default Reputation templates ship with generic wording. Most partners want to brand and tone-match the messages — the initial feedback request, the Google review prompt, and the reminder. As part of onboarding, you’ll work directly with Reach to craft a default email template that wraps every message and to finalize the per-message copy. See the Engage guide’s section on messages, copy, and the email template for how this works — the same template you craft for Engage is reused here.

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The internal feedback scale

What scale should the feedback form use? Common choices:
  • Thumbs up / thumbs down. Simplest. Under smart routing, a thumbs-up sends the Google review prompt; a thumbs-down keeps the feedback internal.
  • A 1–5 number scale. Slightly more granular. Under smart routing, partners typically treat 4 and 5 as “positive” (route to Google review) and 1–3 as “negative” (private feedback).
  • A star rating, typically 3 or 5 stars. Visually warmer than a number scale. With 5 stars, 4–5 is the typical positive threshold under smart routing; with 3 stars, 3 is.
If smart routing is on, the scale you choose also determines what counts as “positive” and therefore who receives the Google review prompt. Pick the scale that matches your tenants’ brand and how granular they want their feedback data.

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What you must send us

The data requirements for Reputation are a subset of the Engage data requirements. At minimum:
  • Customer identity — a stable external ID, plus email and/or phone, plus first/last name.
  • Business locations — every tenant needs at least one location record, mapped to a Google Business Profile, so review requests route to the right GBP and the resulting reviews are attributed to the correct location. This matters most for multi-location tenants, but every tenant needs at least one. See Location Data for the field list.
  • The customer interaction that triggers the feedback request. This is the Reputation-specific piece. Whatever event you want to ask about — a completed appointment, a closed service ticket, a finalized order — needs to be sent to Reach as a related record on the customer, with a timestamp and a status. The Reputation segment then asks “has a recently-completed interaction” by reaching through that collection.
  • Opt-in / opt-out signals for email and SMS.
If your tenants want any of the customization filters above (spend threshold, staff member, review-request opt-in), the fields backing those filters need to sync too. Keep the data fresh on your side — a feedback request that goes out hours after a service is fine; one that goes out three days late feels strange to the customer.

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Capturing your plan

During onboarding, Reach will provide a worksheet that organizes your Reputation plan alongside any Engage automations. For Reputation specifically, the worksheet will capture:
  1. Whether you’re adopting the default flow as-is or customizing the audience.
  2. Any custom segment filters — described in plain English and in terms of fields/operators.
  3. Your feedback-scale choice, whether smart routing is on, and (if it is) the threshold that counts as “positive.”
  4. Draft message copy for the feedback request, the Google review prompt, and the reminder.
  5. The data fields required to support all of the above.
Send the populated worksheet back to your Reach contact. We’ll review it with you, flag anything that doesn’t fit the supported model, and confirm the data fields against our schema-mapping format before your engineers start integrating.
Questions, edge cases, or a use case you can’t fit into the model? Bring it to your Reach contact early — most apparent blockers turn out to be reframings, and the few that don’t are worth knowing about before you ship.