Business settings
Review requests
The automatic ask goes out after the job is paid, on a delay you set, to your Google review link. You can also ask for one by hand from any finished job.
This applies to both workflows
What are the two workflows?A review request is a text or email to the customer with your Google review link. HaulHQ sends one on its own after each job, and you can send one yourself from the job. Both need the same three things set up first.
What to set up
| Setting | Where | Notes |
|---|---|---|
| Google Review Link | Settings > General | Without it nothing is sent, automatically or by hand: the request has nowhere to point. |
| When to ask | Settings > Notifications | After the job is paid (the default) or After the job is completed. Paid means the money has actually arrived -- a cash or check payment you record, a card payment, or a settled invoice. "Invoice later" is not paid. |
| The delay, in hours | Settings > Notifications | Counted from whichever moment you chose above. Two hours by default. A reminder can follow the first request after a further delay. |
Why the default waits for payment
A customer who has just paid is at the happiest point of the job and has nothing left to dispute. A customer who has not paid may have a reason, and a review ask lands badly. So the request waits for the money by default, and a job that is completed but never paid is never asked automatically. Switch to After the job is completed if you invoice later and still want the ask to go out.
Asking by hand
On any completed, invoiced or paid job, Ask for a review sends the request now, on the desktop job page and on your phone. It skips the timing rule and the paid rule -- you are standing in front of a delighted customer, or you know the invoice is fine -- and nothing else. It still needs the Google link and a phone or email on the customer, it still honours a customer who opted out of texts (they get the email, or nothing), and each job gets one request: a second press, or a press that the automation beat by a second, is told a request has already been sent and sends nothing.
- A job that is not finished (booked, scheduled, on the way, in progress, missed) is refused: there is nothing to review yet.
- A cancelled job is refused.
- The Reviews page shows what came back: Google reviews on one tab, testimonials you can publish to your site on another, and private feedback on the third.
Common mistakes
"Jobs are completing and nobody is being asked for a review."
Two things to check. Is a Google Review Link set on Settings > General? Nothing sends without it. And is When to ask set to after payment while those jobs are being invoiced later? A completed-but-unpaid job is never asked automatically; use Ask for a review on the job, or switch the setting to after completion.
"I pressed Ask for a review and it says one was already sent."
Correct: one request per job, whoever sent it. The automatic request had already gone out, or the button was pressed before. Look on the job's activity for when.
"The customer opted out of texts, so I cannot ask them."
You can. The ask goes by email when one is on file. Only a customer with no email and a text opt-out gets nothing, and the screen tells you which channel was used.