In this video, we walk you through setting up the new customer review feature per location in Point of Sale Settings under the Locations tab. For each location, you click the star icon to configure review settings, including the low rating threshold for negative reviews, and when the review is triggered after payment or invoice close. We also cover the delay in seconds before the customer receives an email or SMS, and how to exclude certain customer types. You will set up your branding and review portal links, then enable the review request slider for that location and click Save.
SOP: Configure Customer Review Requests by Location
Objective
Set up and enable customer review requests for each location so customers can be invited to leave feedback by email or text after a purchase. This SOP ensures the review workflow, branding, timing, and exclusions are configured correctly before activation.
Key Steps
Access Customer Review Settings for the Correct Location 0:14
Navigate to Point of Sale Settings.
Open the Locations tab.
Select the desired location.
Click the star icon to open that location’s customer review settings.
Confirm you are editing the correct location before making changes.
2. Set the Low Rating Threshold and Review Trigger Rules 0:26
Locate the Low Rating Threshold setting.
Define what star rating should be treated as a negative review.
Example: 2 stars or lower can be routed as negative feedback.
Confirm how the review request is triggered:
When a payment is made, or
When the invoice is closed.
Verify the trigger matches your business process so customers are invited at the correct time.
3. Configure Review Delay and Customer Exclusions 1:06
Set the delay in seconds before the customer receives the review invitation.
Choose a delay that gives the transaction time to complete while still requesting feedback promptly.
Open Exclude Customer Types if certain customers should not receive review requests.
Select any customer types you want excluded from the invitation process.
Save exclusion choices before moving on.
4. Customize the Review Invitation Branding and Message 1:26
Open the Branding tab to configure the customer-facing invitation.
Set the style by choosing:
Background color
Text color
Review and edit the email subject line.
Write or update the email body so the message is clear and professional.
If using Conversations and Send SMS is enabled, configure the text message version of the invitation.
Make sure the email and SMS messages match your brand tone and customer communication standards.
5. Confirm Review Portal and E-Commerce Settings 2:02
Review the available portals where customers can submit their reviews.
Confirm these portals are tied correctly to your e-commerce settings.
Verify the review destination matches the intended customer experience and reporting workflow.
Ensure the review submission path is functioning as expected before enabling the feature.
6. Enable the Review Request and Save Changes 2:11
Return to the location’s customer review settings.
Turn on the review request slider to enable the feature for that location.
Click Save to apply all settings.
Confirm the location is active and ready to send review invitations.
Cautionary Notes
Do not enable the review request until all settings, branding, exclusions, and portals have been reviewed.
Make sure the low rating threshold is set appropriately so negative feedback is routed to the correct user or team.
Verify the trigger type (payment vs. invoice close) matches your operational workflow.
Double-check excluded customer types to avoid sending invitations to customers who should not receive them.
If using SMS, confirm Conversations and Send SMS are properly enabled before configuring text messages.
Tips for Efficiency
Prepare your email subject, email body, and SMS copy in advance to speed up setup.
Use a consistent brand style across all locations unless a location requires a unique message.
Standardize the delay in seconds across locations when possible to simplify maintenance.
Review settings for one location first, then replicate the configuration to other locations as needed.
Test the workflow after saving to confirm invitations are sent correctly and reviews route to the right place.