Overview

SmartMoving's Smart Reputation module sends an initial review survey after a job finalizes, then follows up with up to three reminder emails to encourage customers to respond. You configure timing and which reminders are active from a single Review Reminders card in Settings > Marketing > Review Settings. The card also includes notifications that keep your internal team informed when a review comes in.

Before You Start

Admins configure reminder settings under Settings > Marketing > Review Settings. The Review Reminders card is only available to accounts with a Smart Reputation subscription.

How the System Works

When a job finalizes, SmartMoving runs the following sequence:

The Move Review Survey sends to the customer at the timing configured for the Survey row.
If the customer does not respond, up to three reminders (Reminder 1, Reminder 2, Reminder 3) follow at their configured intervals.
Each reminder uses its own template and sends only if the customer did not respond to the previous message.
Internal notifications alert your team when a review is submitted.

Setting Up Review Reminders

Go to Settings, then Marketing, then Review Settings.
Find the Review Reminders card.
Turn the master toggle ON to show the reminder rows. Turn it OFF to hide the rows and pause all reminders.
With the master toggle ON, four rows display: Survey, Reminder 1, Reminder 2, and Reminder 3.
For each reminder row, set the row toggle ON to enable that reminder. Reminders default to OFF.
For each row, set the timing using the number input and the Hours or Days dropdown. Each row shows a timing reference:
- Survey: after the job is completed.
- Reminder 1: after the survey.
- Reminder 2: after Reminder 1.
- Reminder 3: after Reminder 2.
The settings save as you change them.

Note: The Survey row does not have its own row toggle. The master toggle controls whether the whole flow runs.

Editing the Template for a Row

Each row is permanently mapped to its default template (Move Review Survey for the survey row, and Survey Reminder 1, Survey Reminder 2, and Survey Reminder 3 for the reminder rows).

Select the three-dot menu on the row.
Select Edit [template name], for example Edit Move Review Survey or Edit Survey Reminder 1.
The template opens in Email/SMS Templates in a new tab. Update the content and save.

Note: The status toggle for these four templates inside Email/SMS Templates is disabled. Its state mirrors the row toggle in Review Settings. Hovering on the disabled toggle shows the tooltip "This is controlled through Review Settings under Settings > Marketing."

Configuring Review Notifications

Review Notifications alert your internal team when customers submit reviews. Configure recipients, the platforms to monitor, and rating thresholds in Review Settings. Multiple recipients can be added so the right people see negative feedback quickly.

Best Practices

Keep reminder language friendly and concise.
Space reminders so customers are encouraged but not overwhelmed.
Align the templates with your brand voice.
Prioritize alerts for low-star reviews so your team can respond quickly.
Review reminder performance regularly and adjust timing if response rates drop.

Troubleshooting

I do not see the Review Reminders card. The card is only available with a Smart Reputation subscription.
A reminder email did not send. Confirm the master toggle and the row toggle for that reminder are both ON, and confirm the customer did not already respond to the previous email.
The template status toggle is disabled in Email/SMS Templates. The toggle is controlled from the Review Reminders card in Settings, Marketing, Review Settings. Change the row toggle there to enable or disable the template.

What’s Next?

Once reminders and notifications are set up, you can further enhance your review workflow by enabling:

Review Reminders and Notifications