Planning Reputation Automations

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.

​

The default setup, ready to use

Reach ships three supported review flows. Most partners choose the combined flow:

1. Combined (recommended): collect private feedback, then show the Google review ask after every successful submission.
2. Google review only: send the customer directly to the configured public review destination.
3. Private feedback only: collect internal feedback without a public review ask.

The older flow that showed the Google review ask only after a positive score is not offered for new configurations. Existing tenants that still use that legacy flow can continue to run it, but new onboarding should not design around a positive-score threshold. The trigger, cadence, segment logic, and reminder timing are pre-configured. If one of these flows matches what your tenants need, you can launch with no segment work of your own — you only need to make the decisions in What you do need to decide below.

​

How it maps to Engage concepts

The mapping: Select the flow that matches what the tenant should ask for. In the combined flow the score does not decide whether the Google review prompt appears — every submitter gets it — but it does decide what the customer sees next:

• A high score sends the customer straight to the public review destination, with no screen in between.
• Any lower score shows a follow-up screen asking what went wrong, with the public review link underneath it.

A high score means the top two values of the chosen scale (5 or 4 of 5, 10 or 9 of 10); a thumbs up/down field treats only the up as high. That second screen is a surface you have to write copy for — its heading, its comment label, and its submit button text are all part of the templates you brand during onboarding, alongside the public review link text.

​

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.

​

What you do need to decide

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

​

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.

​

The private feedback scale

If you select the combined or private-only flow, choose the scale used by the feedback form. Common choices:

• Thumbs up / thumbs down. The simplest private feedback choice.
• A 1–5 number scale. Useful when tenants want more granular internal reporting.
• A star rating, typically 3 or 5 stars. A familiar presentation for customer feedback.

The Google-review-only flow has no private feedback scale. In the combined flow, every successful private feedback submission proceeds to the public review ask — but the scale you pick sets where the cutoff falls, and the cutoff decides whether that ask is an immediate redirect or a link under the follow-up screen.

​

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 for public-review flows — combined and Google-review-only flows need each applicable location mapped to a Google Business Profile so the public ask resolves to the right destination. Private-feedback-only tenants do not need a public review destination. 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.

​

Capturing your plan

During onboarding, Reach will provide a planning worksheet that organizes your Reputation plan alongside any Engage automations. For Reputation specifically, the worksheet will capture:

1. Which review flow you’re adopting — combined, Google review only, or private feedback only — and whether you’re customizing the audience.
2. Any custom segment filters — described in plain English and in terms of fields/operators.
3. Your feedback-scale choice if the flow collects private feedback.
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.