Overview
Review Screening is a Smart Reputation feature that lets customers share low ratings privately before they are asked to post a public review. Your team sees the feedback first, can reach out to fix the problem, and can invite happy customers to share their experience on Google. The result is fewer negative public reviews and faster service recovery.
Review Screening lives on the Review Settings page under Settings > Marketing. It sits inside the Review Screening card, alongside the Review Notifications card on the same page.
Before You Start
Access to Settings > Marketing is required to configure Review Screening.
An active Smart Reputation (ORM) subscription is required to use Auto-Create Customer Service Tickets and Follow-up Emails. Accounts without a Smart Reputation subscription see the other screening options only.
How Review Screening Works
A customer completes a job and receives a review request.
The customer leaves a star rating. If the rating is at or below your threshold, SmartMoving asks them for a reason using your Subpar review reasons list.
The feedback is saved as a SmartMoving-only (private) review instead of being sent to Google or Facebook.
Your team receives the feedback in the Reviews Inbox. If auto-tickets are on, a customer service ticket opens at the same time.
Customers who leave a positive internal review can receive an automatic follow-up email that invites them to share their review on Google.
Setting Up Review Screening
Open Review Settings
Go to Settings.
Under Marketing, select Review Settings. The page opens with two cards: Review Screening and Review Notifications.
Scroll to the Review Screening card.
Turn On Review Screening
On the Review Screening card, turn on the master Review Screening toggle. All screening options appear below.
Note: Turning the master toggle off hides the screening options without deleting your settings. Turn the toggle back on to restore access to your saved configuration.
Set the Star Rating Threshold
Under Trigger for ratings up to, click one of the star buttons from 1 to 5.
Selecting a value highlights every star up to and including that value. Only one value can be selected at a time.
Screening applies to any review at or below this rating.
Manage Subpar Review Reasons
Subpar review reasons are the tags customers choose from when explaining a low rating. Clear, specific reasons help your team spot patterns and fix recurring issues.
Under Subpar review reasons, review the existing tags.
Click the remove control on a tag to delete it. The Other tag cannot be removed.
Click + Add reason to add a new tag inline and save it.
Turn On Auto-Create Customer Service Tickets
The Auto-Create Customer Service Tickets subsection has its own on/off toggle and its own star threshold. When the subsection is off, its star threshold is hidden.
Turn on Auto-Create Customer Service Tickets. The star threshold selector appears.
Select the star rating that should trigger ticket creation. SmartMoving opens a customer service ticket for every review at or below this rating.
The ticket includes the customer's details, the related job when available, the review content and rating, and the review source.
Turn On the Positive Screening Response Email
The Follow-up Emails subsection holds the Positive Screening Response Email control. Turning this on sends an automatic email to customers who leave a positive internal review, encouraging them to share it on Google.
Turn on Positive Screening Response Email.
Click Edit template to customize the subject, body, and call to action.
Save your changes.
Note: Enabling the Positive Screening Response Email overrides any existing SmartMoving-only auto-reply rule that uses the same rating criteria. Rules for other rating ranges are unaffected.
Best Practices
Keep subpar review reasons short and specific to the complaints your team sees most often. Short tags make patterns easier to spot in reporting.
Turn on Auto-Create Customer Service Tickets at or below your screening threshold so no negative review goes unanswered.
Edit the positive follow-up email template to match your brand voice before turning it on.
Review your screening settings quarterly as your services, markets, and review volume evolve.
💡 SmartTip: Pair Review Screening with your Review Notifications on the same page. A low-star notification plus an auto-created ticket gives your team two paths to the same feedback, which helps make sure nothing slips through.
Troubleshooting
Auto-Create Customer Service Tickets and Follow-up Emails are not visible. These subsections require an active Smart Reputation subscription.
My screening settings disappeared. Confirm the master Review Screening toggle is on. Turning the master toggle off hides all screening options until you turn it back on.
A new subpar reason is not showing to customers. Confirm the master Review Screening toggle is on and that the Trigger for ratings up to threshold includes the ratings where you want the reason to appear.
My positive follow-up email is not sending. Confirm both Review Screening and Positive Screening Response Email are on, that the customer's rating matches your positive criteria, and that no other auto-reply rule for the same rating range is overriding it.