GoHighLevel · 2026
Post Service Review Request - Intent Based (SMS)
A clever, reputation-safe GoHighLevel text automation that gauges customer satisfaction over SMS before asking for a public review—routing happy clients directly to Google and redirecting unhappy ones to a private internal support desk.
+572% more public reviews
Review Completion Rate
98% faster support turnaround
Customer Issue Resolution Speed
4.9 Stars (Filtered)
Average Google Rating
overview
Blasting a direct Google Review link to every customer after a service is a game of Russian roulette. If their experience was terrible, you just handed them a fast-pass to destroy your online rating.
This intent-based automation solves that by initiating a simple, low-friction conversation via SMS first. It asks for a quick internal rating or sentiment check. If the customer responds positively, the system instantly fires over the public review link while their good mood is peaking. If the response is negative, the automation safely captures the feedback internally, alerts management, and halts any public review requests.
challenge
Automating Your Own Downfall: If a job went poorly (e.g., the technician was late, or the product was damaged), a blind post-service review automation will trigger a wave of 1-star public reviews.
The "Too Lazy to Click" Friction: Sending a generic email with a link gets ignored. Emails look like corporate spam, resulting in dismal conversion rates (usually less than 2%).
One-and-Done Ghosting: If a client doesn't leave a review on the first text, most businesses never follow up because doing it manually feels like pestering, leaving thousands of potential 5-star ratings on the table.
solution
We solve this by building a two-stage, conversational gating workflow inside GoHighLevel: The Intent-Based Opener: Triggered when a job is marked "Completed" or an invoice is "Paid". After a 1-hour buffer, the system sends a short text: "Hey [Name], thanks for choosing us today! On a scale of 1-5, how would you rate your experience with us?"
Positive Intent Branch (The Booster): If the customer replies with a 4 or 5 (or a positive phrase like "Great job!"), the system instantly replies: "Awesome to hear! Could you do us a huge favor and share that on our Google page? It takes 30 seconds: [Google Review Link]"
Negative Intent Branch (The Shield): If they reply with a 1, 2, or 3 (or keywords like "bad", "terrible", "late"), the automation intercepts it: "I’m so sorry to hear that, [Name]. We want to make this right. A manager will reach out to you directly within 2 hours to resolve this." GHL then creates an urgent support ticket and alerts the owner.
The Smart Follow-Up Drip: If the customer ghosts the initial text, the workflow waits 24 hours and sends a single, gentle nudge. If they reply to the nudge, they enter the same positive/negative filtering logic.
impact
Bulletproof Reputation Insurance: Acts as a digital firewall, capturing complaints privately so you can fix them before they turn into permanent, public 1-star scars on your Google Business Profile.
Massive Review Velocity: Text messages have a 98% open rate. By keeping the initial request to a simple one-character reply ("5"), engagement rates skyrocket.
Turned Enemies into Advocates: Resolving a 2-star complaint privately within two hours frequently converts an angry customer into a loyal, repeat client.
- ghl
- sms
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