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Overview

When needed: If implementing Reputation (reputation management) Phase 7 sets up review request and feedback collection flows. If you’re already setting up Engage, the additional setup for Reputation is minimal.

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What Reputation Does

Automates the process of requesting reviews and collecting feedback from customers after transactions or service completion. Features:
  • Private feedback requests (internal only)
  • Public review requests (Google Business Profile, etc.)
  • Automated sending based on transaction triggers
  • Review monitoring and response management

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Your Responsibilities

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1. Send Location Data to Reach

If your customers have multiple business locations, send location records so they can map to their Google Business Profiles.

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2. Embed Reputation UI

Include the Reputation iframe in your platform. See more at Embedding Reach →

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3. Key Decisions

Work with Reach to decide: What to send:
  • Both internal feedback AND public review requests?
  • Or just one?
Which channels:
  • Email, SMS, or both?
Who receives requests:
  • All customers?
  • Only customers with completed transactions?
  • Only customers with transactions above certain value?
When to send:
  • Immediately after transaction?
  • X days after transaction completion?
  • After specific transaction statuses?

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Reach’s Responsibilities

  • Configure email and SMS senders (using Phase 5 channel setup)
  • Configure templates for review/feedback requests
  • Create segments for determining who receives requests and when
  • Set up Google Business Profile integration infrastructure

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Customer’s Responsibilities

Your customers (tenants) need to:
  1. Connect their Google Business Profile within the Reach UI
  2. Map locations (if they have multiple) to their Google Business Profile locations
  3. Customize request templates (optional - you provide defaults)
These are tenant-side actions performed within the embedded Reach UI. You don’t need to build any of this—Reach provides the interface.

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Example Use Cases

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Use Case 1: Request Review After Service Completion

Trigger: Transaction status changes to “completed” Wait: 2 days Send: Email request for Google review Target: Customers who completed transaction >$100

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Use Case 2: Internal Feedback First, Then Review

Step 1: Send private feedback request via SMS immediately after transaction Step 2: If feedback is positive (4-5 stars), send public review request 1 day later Step 3: If feedback is negative, alert business owner but don’t request public review

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Phase 7 Checklist

Location data schema created (if multi-location)
Location data synced to Reach
Decision made: Internal feedback, public reviews, or both
Decision made: Email, SMS, or both channels
Sending logic defined (who receives requests and when)
Reach has configured templates and segments
Reputation UI embedded in platform
Tested with sample tenant connecting Google Business Profile

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Next Steps

Phase 8: Tracking Implementation

Implement attribution snippet (if using Measure/Acquire)