How to send review requests in HighLevel
Verified against HighLevel as of August 25, 2026
- Area
- Retention
- Time
- 10 min
- Difficulty
- Starter
- Outcome
- better retention
- Updated
- August 25, 2026
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- Google Business Profile fully integrated and connected to the correct location, or a 3rd party review link configured in reputation settings.
- Review request feature enabled (toggled on) in sub-account settings.
- Active logged-in user account with proper sub-account permissions.
- Optional outbound SMS and Email custom review messaging templates configured.
Steps
SettingsIntegrationsGoogle My Business
Verify Google Business Profile Connection
Navigate to sub-account settings and select the integrations section to verify your Google My Business connection status. Ensure your Google Business Profile is fully integrated and connected to the correct sub-account location before issuing review requests to clients. Connecting your Google Business Profile ensures that review links generated by the CRM direct your customers directly to your Google review page. If you choose to use a 3rd party review link instead, configure your custom review URL in your reputation management settings. Confirm that your location mapping is accurate so outbound review links route to your correct business listing.
Setting What to enter Google My Business Integration ConnectedRequired to generate native Google review links You should now see: The integrations page shows your Google Business Profile connected to the correct location.
Why this matters: Connecting an incorrect location sends customers to broken or wrong review listings. This harms customer trust and prevents positive feedback from boosting your local SEO rankings.
SettingsReputation Management
Enable Review Requests in Sub-Account Settings
Navigate to sub-account settings to locate the global reputation management configuration options. Search for the review request feature toggle switch that controls review request functionality across the entire sub-account. Switch the toggle on to activate review request capabilities in Quick Actions, Workflows, and the Reputation tab. Saving this configuration ensures that outbound SMS and email review request communications are permitted by the system. Verify that the toggle remains continuously active to prevent account-wide review request blockages.
Setting What to enter Enable Review Request Feature EnabledToggle on to permit system-wide review requests You should now see: The review request toggle displays as enabled inside sub-account settings.
Why this matters: Leaving this toggle disabled blocks all review request attempts across the platform. Skipping this step causes workflow steps and manual shortcuts to fail without sending messages.
SettingsReputation ManagementCustomized Messages
Customize Outbound Review Messaging
Access sub-account settings and select the reputation management customization options. Customize both your outbound SMS review message template and your outbound Email review message template to align with your business brand. You can enter custom text and verify that dynamic review link tags are included in the body of the message. Save your customized messaging settings so that all manual and automated review requests auto-populate with your updated messaging. Creating customized message templates helps build customer trust and improves conversion rates across outreach campaigns.
Setting What to enter SMS Review Message Customized text templateOptional SMS review template Email Review Message Customized email templateOptional Email review template You should now see: Your custom SMS and Email review templates display as saved in settings.
Why this matters: Generic review templates produce lower conversion rates. Personalizing outbound requests encourages clients to leave reviews, directly increasing customer retention and sales conversions.
Quick ActionsSend Review Request
Access Quick Actions for Immediate Manual Request
Locate the Quick Actions icon in the top left header menu positioned above the main sidebar navigation panel. Click the Quick Actions button to display the drop-down menu of system shortcuts. Select the option labeled Send Review Request from the list of quick action shortcuts. This feature enables signed-in team members to manually dispatch review requests to individual contacts without navigating away from their active screen. Ensure you are logged into the appropriate user profile because the system lists the signed-in user as the message sender.
You should now see: A review request modal overlay opens directly over your active CRM screen.
Why this matters: Quick Actions let staff request feedback immediately after a positive service call. Prompt manual outreach increases the likelihood of receiving immediate positive reviews.
Quick ActionsSend Review RequestSend
Send Manual Request via Quick Actions
Search for and select your intended target contact record within the Quick Actions modal that pops up on screen. Verify that the selected contact record contains valid communication data, such as an active phone number or email address. Choose your preferred outbound communication channel by selecting either SMS or Email. Click the final send button to trigger the review request message immediately. The system logs the signed-in user as the sender of this manual review request.
Setting What to enter Select Contact Target Contact RecordContact record must have valid phone or email Mode SMS or EmailChoose outbound transmission channel You should now see: A confirmation alert indicates the manual review request was successfully sent.
Why this matters: Quick Actions attribute sender details to the active signed-in user. Verifying contact data prevents failed deliveries and ensures proper team member attribution.
AutomationWorkflowsCreate Workflow
Create Automated Review Request Workflow
Open the main navigation sidebar menu and select the Automation section to access workflow build tools. Click to create a new workflow from scratch or select an existing customer follow-up workflow to edit. Establish a workflow trigger event, such as a completed service appointment, paid invoice, or updated contact tag. Name your workflow clearly so team members can recognize that this workflow controls automated review collection. Save your trigger configuration to determine exactly when review outreach will automatically run.
Setting What to enter Workflow Name Automated Review Request SequenceIdentifies retention follow-up workflow You should now see: The workflow canvas displays your trigger step configured at the top of the workflow.
Why this matters: Automating request triggers removes manual dependencies from customer follow-up. Standardizing outreach ensures 100 percent of served clients are invited to leave feedback.
AutomationWorkflowsAdd ActionSend Review Request
Add Send Review Request Workflow Action
Click the add action plus icon inside your workflow builder canvas to open the action selection sidebar. Scroll through the available action options or search for the Send Review Request action block. Select the Send Review Request action to insert it directly into your automation workflow branch. Place this action immediately following your positive customer milestone trigger or after an intentional wait step delay. Save the action step inside your workflow builder editor screen.
You should now see: The Send Review Request action block appears inside your workflow canvas sequence.
Why this matters: Automated workflow steps deliver requests reliably at the moment of highest customer satisfaction. Timely follow-up drives higher review volume and builds search engine trust.
AutomationWorkflowsSend Review RequestChannel
Select Review Request Communication Channel
Open the settings drawer for the Send Review Request action block inside your workflow builder interface. Choose your preferred outbound delivery channel by selecting either SMS or Email from the dropdown menu options. Ensure that your selected delivery channel matches your client communication preferences and account capabilities. Save the action settings inside the workflow editor to store your channel configuration. Publish the workflow to activate automated review request dispatching when triggers fire.
Setting What to enter Channel SMS or EmailSelect communication channel for automated delivery You should now see: The workflow step displays the designated delivery channel inside the workflow canvas.
Why this matters: Selecting an unconfigured delivery channel leads to message drop-offs. Selecting the right channel improves open rates and brings repeat customers back.
ContactsContact RecordAssigned User
Assign User to Contact for Workflow Attribution
Navigate to the Contacts module or insert an Assign User action inside your workflow prior to the review request step. Select a specific team member to serve as the assigned user for the contact record. When review requests send via a Workflow action, the system automatically sends the request on behalf of the assigned user. Verify that the assigned user profile includes valid contact parameters and credentials. Save the contact record or workflow step to maintain proper sender attribution.
Setting What to enter Assigned User Specific Team MemberDetermines sender identity in automated workflow requests You should now see: The contact record reflects the selected assigned user profile.
Why this matters: Automated requests sent from an assigned user build personal familiarity. Client retention improves when outreach comes from a recognized account representative.
ReputationRequestsSend Review Request
Send Review Requests from Reputation Tab
Select the Reputation tab from the main left sidebar navigation menu to enter your reputation management portal. Click on the Requests sub-tab situated along the top menu bar of the Reputation dashboard. Click the Send Review Request button positioned on the right side of the Requests table. Enter the customer name along with their valid phone number or email address in the modal fields, then click send to issue the request.
Setting What to enter Customer Name Client NameTarget contact name for manual request Recipient Phone / Email Client Contact InfoValid email address or SMS phone number You should now see: A new review request row appears inside the Reputation Requests table.
Why this matters: The Reputation tab gives support teams a dedicated center to send and monitor manual review requests. Centralizing manual requests prevents duplicate messages to clients.
ReputationRequestsStatus Column
Monitor Review Request Delivery Statuses
Navigate to the Requests sub-tab within the Reputation tab to review all outgoing review communications. Examine the status column to audit whether review requests are listed as Queued, Sent, Delivered, or Failed. Note that a Queued status indicates the system is actively processing the request or holding it for a 1-day delay setting. Understand that Twilio provides delivery status confirmation for SMS, whereas Mailgun email integrations register Sent status without delivery confirmation.
Setting What to enter Filter Status All / Queued / Sent / Delivered / FailedFilters requests by real-time delivery status You should now see: The Requests table displays updated delivery status values for each outbound message.
Why this matters: Auditing delivery statuses helps identify invalid phone numbers or email bounces. Fixing contact errors ensures customer engagement campaigns remain functional.
SettingsEmail ServicesSMTP Integration
Audit SMTP Settings for User Email Matching
Access sub-account settings to inspect your custom 3rd party SMTP email integration setup if email requests fail to deliver. Ensure that the logged-in user email address matches the authorized sender email address integrated within your SMTP settings. When using custom SMTP integrations, issuing review requests from a non-matching user email account causes delivery errors. Update your logged-in user profile email or adjust SMTP authorization settings to align matching credentials.
Setting What to enter SMTP Integration Email Matching User EmailLogged-in user email must match custom SMTP sender address You should now see: Your active logged-in user email matches your integrated SMTP sender email address.
Why this matters: Mismatched custom SMTP credentials prevent email review requests from reaching clients. Correcting credentials keeps outreach functional and preserves review conversion opportunities.
What changes once this is set up
- Ability to send individual manual review requests instantly using Quick Actions and the Reputation tab.
- Automated review request collection sequences running smoothly inside customer workflows.
- Real-time visibility into Queued, Sent, Delivered, and Failed review request statuses.
- Enhanced customer trust, higher conversion rates, and better customer retention through automated outreach.
Common mistakes
Attempting to send review requests without enabling the review request toggle in sub-account settings.
Fix: Navigate to Settings > Reputation Management and toggle the review request feature on before triggering requests.
Expecting Mailgun email review requests to report a Delivered status in the Reputation Requests list.
Fix: Recognize that Mailgun only provides a Sent status for email review requests, whereas Twilio provides a Delivered status for SMS requests.
Triggering automated workflow review requests without assigning a user to the contact record.
Fix: Assign a specific team member to the contact record or add an Assign User action in your workflow prior to the Send Review Request step.
If it is not working
Review request status displays as Failed after triggering an email or SMS message.
Likely cause: The recipient phone number is invalid or the email address is improperly formatted.
What to check: Open the contact record in the CRM and verify that the phone number and email fields contain valid formatting.
Outbound email review requests fail when sending from a third-party SMTP provider.
Likely cause: The active logged-in user email address does not match the authorized email address in the custom SMTP integration.
What to check: Navigate to Settings > Email Services and verify that your logged-in user email address matches your SMTP integrated email address.
A review request remains stuck in Queued status longer than expected.
Likely cause: The system is processing a high-volume request queue or the request is subject to a 1-day delayed sending rule.
What to check: Check your reputation settings and workflow delay steps to see if a 1-day send delay option is active.
FAQs
Why should I automate review requests in HighLevel?
Automating review requests ensures prompt outreach after positive customer experiences. Prompt follow-up builds trust with prospects, improves local SEO rankings, increases conversions, and strengthens customer retention by keeping satisfied clients engaged.
Who appears as the sender when a review request is sent manually versus automatically?
Manual requests sent via Quick Actions or the Reputation tab list the logged-in user as the sender. Automated requests sent through Workflows are sent on behalf of the contact's assigned user.
What is the difference between Sent and Delivered statuses in the Reputation tab?
Sent indicates that the CRM successfully dispatched the request. Delivered status is confirmed exclusively for SMS sent via Twilio. Email integrations like Mailgun do not report a Delivered status, staying in Sent status upon dispatch.
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