Overview
SmartMoving solicits customer reviews after a job is finalized. You can choose whether requests send automatically, only when staff trigger them, or both. You can also stop review requests for a specific opportunity when a customer should not be contacted. Review screening and reminder emails help protect your reputation and keep follow-up consistent.
Before You Start
Admins set the account-level Review Request Policy and screening settings under Settings > Marketing > Review Settings. Office staff and crew see the resulting behavior when finalizing a job. Anyone with access to an opportunity page can omit or restore review requests for that opportunity.
Choosing How Review Requests Are Sent
The Review Request Policy controls whether review request emails send automatically, only when staff trigger them, or both. The setting applies to every finalized job across the office and crew apps.
Go to Settings, then Marketing, then Review Settings.
Locate the Review Request Policy control.
Choose one of three options:
Automatic only. Review request emails send automatically when a job is finalized. Staff cannot trigger them manually.
Manual only. Review request emails never send automatically. Staff trigger them when finalizing a job.
Both. Review request emails send automatically by default. Staff can choose to trigger them manually instead on a per-job basis.
If you choose Automatic only or Both, set the delay using the number input and unit dropdown (Hours, Days, or Weeks). The delay is how long after job finalization the request sends.
A confirmation toast appears after you change the policy, for example, "Your review request policy was set to Automatic only."
Note: The default for new accounts and for accounts at rollout is Both.
How the Policy Affects Finalizing a Job
Office customer-communication modal:
When the policy is Automatic only, the Send review request checkbox is disabled and a line appears beneath it: "Review request will be sent automatically."
When the policy is Manual only or Both, the checkbox is visible and unchecked by default. The existing guards still apply, such as missing contact info or an unsubscribed customer.
Crew app close-job flow:
The Send review request checkbox follows the same rules as the office modal, driven by the same account-level policy.
One email per finalized job:
Each finalized job results in at most one initial review request email. When the policy is Both and a staff member triggers a manual send during finalization, the manual send replaces the automatic one. No duplicates are sent.
Omitting Review Requests for a Specific Opportunity
Omit review requests for a specific opportunity when a customer should not be contacted, for example a customer with an open claim or complaint. Omitting affects every job tied to that opportunity, current and future.
Open the opportunity page.
Select Omit review request in the banner.
In the confirmation modal, optionally enter an internal-only reason. The reason is visible to your team but never to the customer.
Confirm. The opportunity shows a Review omitted indicator with the reason inline.
To resume review requests on the opportunity, select Restore review on the same opportunity. The review request sequence resumes for future jobs where applicable.
How an omitted opportunity affects the close-job flow:
When you close a job on an omitted opportunity from the office or crew app, the controls that would normally trigger or schedule a review request are disabled, and a warning label reads "Review request omitted."
Note: If some jobs on the opportunity already sent review requests before you omitted it, those are not retracted. Subsequent jobs on the opportunity will not send.
The First Review Request Email
Customers receive an initial review request using the Move Review Survey template, which you can customize to match your brand. The email links to a personalized review screen.
With Review Screening ON:
Customers see a private rating screen first.
Customers who give a positive rating advance to a public review request screen linking to the review sites configured in Settings > Company Settings > Social Media.
Customers who give a negative rating reach a private feedback form, so issues can be resolved before they appear publicly.
With Review Screening OFF:
Customers skip internal screening and go directly to the public review links with no pre-filtering.
š” SmartTip: Keep Review Screening ON to filter negative feedback before it can be posted publicly.
Reminder Emails
If the customer does not respond to the first request, up to three reminder emails follow. Each reminder uses its own customizable template (Survey Reminder 1, Survey Reminder 2, Survey Reminder 3), points to the screening survey rather than the public review pages, and sends only if the previous message was ignored. Reminder timing is configured in Review Reminders.
Final Push for a Public Review
A final follow-up email targets customers who gave a positive internal rating but did not post publicly. The message uses the Internal Survey Reply Email Template (Settings > Company Settings > Email / SMS Templates) and encourages satisfied customers to share their experience on platforms like Google.
Activity Log Entries
Every Omit review request and Restore review action writes to the opportunity activity log, capturing the actor, optional reason, and timestamp. Review the activity log to confirm who omitted a review and why.
Best Practices
Set the Review Request Policy to match how your team finalizes jobs. Use Both when you want automation as a safety net and the option for staff to send earlier or hold back.
Use Omit review request on accounts with open complaints or claims to avoid further damage to the relationship.
Add an internal reason when you omit so other team members understand the context later.
Keep Review Screening on to keep negative feedback inside the private form.
Customize email templates so the language matches your brand voice.
Troubleshooting
The Send review request checkbox is disabled. The Review Request Policy is set to Automatic only, or the opportunity has been omitted. Check both before troubleshooting further.
No review request email sent for a finalized job. Confirm the policy is not Manual only without a manual trigger, and confirm the opportunity is not omitted. Also verify customer contact information and subscription status.
A reminder email did not send. Confirm the reminder is enabled in Settings, Marketing, Review Settings, in the Review Reminders card, and confirm the customer did not already respond to the previous email.
Need help? Check out our Smart Reputation Help Article or reach out to our support team.