Automated Google Review Requests & Private Feedback
Payment Received, Quote Accepted, and Deal Won can send eligible recipients a feedback link when the matching event setting is enabled. Every respondent receives the same configured public Google Business Profile link. Private issue details are optional; a customer service ticket is created only if the respondent submits those private details. Each customer decides whether to publish on Google; OLT does not publish public reviews automatically. Monitoring and replying to published Google reviews is separate from automated review requests. It requires a Google Business Profile social connection with manager access and Business Profile API consent.
Verified request triggers
- Payment Received A recorded invoice payment can request feedback when the customer email address is available.
- Quote Accepted An accepted quote can request feedback when the responder or customer email address is available.
- Deal Won A won CRM deal can request feedback when its contact or company email address is available.
Dispatch requirements and link timing
- Module and event enabled An organization owner or administrator enables Google Reviews and the matching verified event in Marketing > Google Reviews.
- Destination URL saved The organization saves a supported public Google review destination URL.
- Recipient email available The triggering workflow supplies the email address that will receive the request.
- Recipient cooldown cleared The same recipient address has no request inside the configured cooldown period, which defaults to 30 days.
- Link expiration applied Each generated feedback link uses the configured expiration period, which defaults to 14 days.
Automated review request capabilities
- Verified event triggers Enable Payment Received, Quote Accepted, and Deal Won request events independently in the Google Reviews module; each workflow must provide the recipient email address used for delivery.
- Customer-controlled publishing Give every respondent the same configured public Google Business Profile link and let them decide whether to publish, regardless of their answer.
- Private issue follow-up Let respondents optionally submit a selected issue category and comments privately. A customer service ticket is created only when that private feedback is submitted, without changing the public Google Business Profile link.
- Dispatch and timing controls Require a saved supported public Google review destination URL, skip recipient addresses still inside the configured cooldown, and choose how long each feedback link remains valid.
- Review analytics View request, sent, page-opened, positive, negative, expired, and unique outbound review-link open totals without treating a link open as a completed Google review.
- Separate Business Profile monitoring Monitoring and replying to published Google reviews is separate from automated review requests. It requires a Google Business Profile social connection with manager access and Business Profile API consent.
Frequently Asked Questions
- How does the two-step feedback flow work?
- When a customer opens the feedback link, the configured Google review action appears prominently before the experience question. After answering, every respondent receives the same configured public Google Business Profile link. Private issue details are optional. A customer service ticket is created only if the respondent submits those private details, and the public review destination does not change.
- Which business events can trigger review requests?
- Payment Received, Quote Accepted, and Deal Won. Each verified event can be enabled independently in Marketing > Google Reviews and must supply a recipient email address before a request can be sent.
- Does OLT publish Google reviews automatically?
- Payment Received, Quote Accepted, and Deal Won can send eligible recipients a feedback link when the matching event setting is enabled. Every respondent receives the same configured public Google Business Profile link. Private issue details are optional; a customer service ticket is created only if the respondent submits those private details. Each customer decides whether to publish on Google; OLT does not publish public reviews automatically.
- How do I prevent over-asking customers for reviews?
- The configured cooldown skips another request to the same recipient address inside that period; its default is 30 days. The configured expiration controls how long each generated feedback link remains valid; its default is 14 days.
- Can I customize the review request emails?
- Yes. You can customize the email subject line and the feedback page title. The {Company Name} variable auto-fills with your organization's name for a branded experience.
- Can respondents share an issue privately?
- Yes, optionally. Respondents can submit a category (Service, Quality, Delivery, Billing, Other) and comments privately. A customer service ticket is created only when they submit this private feedback; the same public Google Business Profile link remains available.
- Do I need a Google Business Profile?
- Automated review requests require a public Google review destination URL in module settings; that URL alone does not connect monitoring or replies. Every recipient receives the same public destination regardless of the feedback they select or whether they submit optional private feedback.
- What is required to monitor and reply to Google reviews?
- Monitoring and replying to published Google reviews is separate from automated review requests. It requires a Google Business Profile social connection with manager access and Business Profile API consent.