Overview
Two configuration modes available:- With Direct Feedback: Collect private feedback first, then route satisfied customers to public Google reviews
- Without Direct Feedback: Send customers directly to Google reviews
Configuration Modes
With Direct Feedback
- All customers receive private feedback request via email/SMS
- Satisfied customers routed to leave Google reviews
- Concerns captured privately
- Duplicate prevention across all requests
Without Direct Feedback
- Customers receive direct Google review requests
- Duplicate prevention ensures customers never asked twice
Key Configuration Areas
Customer Data Synchronization
- Share customer contact information (email addresses, phone numbers)
- Sync transaction and event completion data
- Maintain accurate customer opt-out preferences
Request Triggers
- Automated sending based on customer events
- Built-in exclusions for specific transaction types
- With Direct Feedback: One feedback request per event, Google review requests only to satisfied customers without existing Google reviews
- Without Direct Feedback: One Google review request per customer with duplicate prevention
Communication Channels
- Email and SMS delivery (configurable by partner)
- Respects marketing preferences and opt-outs
- Branded templates available
Timing
- With Direct Feedback: Initial feedback request, follow-up reminder, then Google review requests to satisfied customers
- Without Direct Feedback: Initial review request, follow-up reminder
- All timing is fully configurable - you know your business best and can choose the optimal send times
Integration Requirements
Partners must share:- Customer identifiers and contact information
- Event/transaction completion data
- Location mapping information
- Customer communication preferences
Configuration mode is set at the partner level and applies to all tenants. Contact your Reach account representative to configure.