The Requests section shows all the review requests you've sent, whether they're completed or still pending. It also displays key customer details, so you can track how people are engaging with your review outreach. This record helps you assess how well your feedback collection is working, and gives you the insight to make adjustments that'll improve your reputation management and customer relationships.

Access the Requests tab within the Reputation section of your account.

Send Review Request

Click this button to send a review request to a contact. You'll be prompted to enter the contact's name, provide their details, and select how you'd like to send the request.

Review Request List

The Review Request List shows all your requests and related data, helping you track how well your outreach is working. You can search for a specific review by entering the contact's name, email or phone number.

Here's what each column in the table shows:

Invite Sent To

This column shows the name of the person who received the review request. It makes it easy to see which customers you've asked for feedback, so you can keep track of who you're engaging.

Email or Phone Number

Shows whether you sent the review request via email or SMS. This helps you understand what works best for your customers and which method gets better responses.

Sent By

Shows which team member sent the review request. This is useful for accountability and tracking who's managing customer outreach, especially if you have a larger team.

Sent Via

The Sent Via field shows which channel was used to send the review request.

You can also use the "Sent via" dropdown to filter reviews by a specific channel.

Date Sent

Records the exact date when the review request was sent, so you have a timeline of all your requests.

Status

Shows the status of the review request (queued, sent, delivered, and failed). This lets you see how your feedback collection is progressing at a glance.

You can use the "Status" dropdown to filter the results.

A review request can have the following statuses:

  • Queued: When you create a review request, the system tries to send it right away. If there are other requests ahead in the queue, there might be a short delay. There could also be a delay if the email or SMS is set to send at a specific time, like one day later.
  • Undelivered: A review request is marked as undelivered if there are issues, such as an invalid phone number, that stop it from reaching the contact.
  • Failed: A review request is marked as failed if something in the request content prevents it from reaching the recipient.
  • Sent: This means the system has successfully sent the review request.
  • Delivered: For SMS requests, Twilio confirms the message was successfully received.
  • Opened: Email requests are marked as opened once the delivery system registers that a contact has interacted with your request.
  • Read: For WhatsApp requests, Meta confirms the contact has read your review request.

Retries

Shows how many times a follow-up request was sent to the same customer. This is helpful for tracking how persistent you're being with feedback requests, and gives you insight into whether your follow-up strategy is working.

Action

This column lets you pause or resume requests that are currently queued. This helps you manage when and how your review requests go out, so they align with your schedule and business needs.

By keeping an eye on these requests, you can refine how you collect and use customer feedback to strengthen your online presence.