Reputation Ops

Review Request Flow After Completed Service

When a job is marked complete, a timed review request goes out with a direct Google review link, with sentiment branching so unhappy customers route to a private fix instead of a public ask.

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3 to 6 days
build time
4
outcomes
5
stack tools
6
build steps

Built with real HMX tool paths

GGoHighLevel
TTwilio SMS
RResend
GGoogle Place ID review link
WWebhooks
GGoHighLevel
TTwilio SMS
RResend
GGoogle Place ID review link
WWebhooks

Outcome signals

These are the real outcome statements attached to this HMX case study.

Timed
requests fire at completion, not whenever someone remembers
Direct
one-tap Google link instead of make-customers-search
Branched
unhappy customers route to a private fix first
Capped
no re-asking prior reviewers or opt-outs

Case architecture

Review Request Flow After Completed Architecture

6 nodes
on job-complete stage change
Wait a set delay
GoHighLevel
Twilio SMS
Exception Path
Completed Workflow
  1. 01on job-complete stage change

    When a job is marked complete, a timed review request goes out with a direct Google review link, with sentiment branching so unhappy customers rout...

  2. 02Wait a set delay

    Wait a set delay, then send the review request via SMS + email

  3. 03GoHighLevel

    GoHighLevel carries Review Request Flow After Completed through validated triggers, branches, writebacks, and exception paths.

  4. 04Twilio SMS

    Include a direct Google review link generated from the business Place ID

  5. 05Exception Path

    When automation confidence is low, route the record to a manual owner with the source, stage, and last action attached.

  6. 06Completed Workflow

    Timed requests fire at completion, not whenever someone remembers; Direct one-tap Google link instead of make-customers-search; Branched unhappy cu...

Problem

The operating gap

Review requests are forgotten, sent at the wrong moment, or fired off to everyone including frustrated customers. The result is few reviews and the occasional public complaint that should have been caught privately first.

Build

What gets built

Completion of a job (a CRM stage change or webhook) starts a delay, then sends a review request by SMS and email containing a direct Google review link built from the business Place ID. An optional one-tap sentiment step branches the flow: happy customers get the public review link, while a low rating routes to a private feedback form and an internal alert so the team can resolve it. Stop conditions prevent re-asking anyone who already left a review or opted out.

Build steps

Review Request Flow After Completed Service uses an event-driven automation layer for AI Automation. When a job is marked complete, a timed review request goes out with a direct Google review link, with sentiment branching so unhappy customers rout... The architecture connects on job-complete stage change, gohighlevel, twilio sms, and completed workflow with an explicit control path.

  1. 01Trigger on job-complete stage change or webhook from the delivery system
  2. 02Wait a set delay, then send the review request via SMS + email
  3. 03Include a direct Google review link generated from the business Place ID
  4. 04Branch on a one-tap sentiment check: happy to public, unhappy to private
  5. 05Route low ratings to a private feedback form plus an internal alert
  6. 06Apply stop conditions for prior reviewers and opt-outs

Stack

Tools and layers

  • GoHighLevel
  • Twilio SMS
  • Resend
  • Google Place ID review link
  • Webhooks
  • Event layer: Trigger on job-complete stage change or webhook from the delivery system
  • Validation layer: Wait a set delay, then send the review request via SMS + email
  • Branching layer: GoHighLevel carries Review Request Flow After Completed through validated triggers, branches, writebacks, and exception paths.
  • Writeback layer: Twilio SMS handles routine steps while completion of a job (a CRM stage change or webhook) starts a delay, then sends a review request by SMS and email containing a direct Google review...
  • Exception layer: Timed requests fire at completion, not whenever someone remembers; Direct one-tap Google link instead of make-customers-search; Branched unhappy cu...

Data flow

  1. 01Trigger on job-complete stage change or webhook from the delivery system
  2. 02Wait a set delay, then send the review request via SMS + email
  3. 03Include a direct Google review link generated from the business Place ID
  4. 04Branch on a one-tap sentiment check: happy to public, unhappy to private
  5. 05Route low ratings to a private feedback form plus an internal alert
  6. 06Apply stop conditions for prior reviewers and opt-outs

Controls

  • Review requests are forgotten, sent at the wrong moment, or fired off to everyone including frustrated customers.
  • Completion of a job (a CRM stage change or webhook) starts a delay, then sends a review request by SMS and email containing a direct Google review...
  • When automation confidence is low, route the record to a manual owner with the source, stage, and last action attached.

Research basis