How Review Request Messaging Works
Review Request Messaging uses three parts:
Review Link: Determines where customers are sent when they click the review request.
Channel settings: Determine when SMS or email requests send and how often they retry.
Templates: Determine the content customers receive for the initial request and each retry.
A review request can be initiated manually or through automation. The timing configured under SMS Requests or Email Requests determines when the applicable message is sent after the request is initiated.
Where Review Requests Can Be Initiated
After Review Request Messaging is configured, review requests can be initiated from supported areas in Kyrios, including:
Reputation > Requests: Send review requests individually or in bulk.
Contact record: Use the available review request action for a specific contact.
Workflows: Use the Review Request workflow action to automate requests based on a workflow trigger.
WhatsApp review requests are configured separately under Reputation > Settings > WhatsApp Requests.
Configure the Review Link
The Review Link controls the destination customers open from an SMS or email review request. To configure it:
Go to Reputation.
Select Settings.
Select Review Link from the left menu.
Configure Review Balancing or select Custom Link.
If using a custom destination, enter the review URL.
Select Save.
Review Balancing
When Review Balancing is enabled, Kyrios can distribute review traffic across supported connected review destinations. A Google Business Profile must be connected if Google is one of the destinations you want to use.
Custom Link
Select Custom Link when every customer should be directed to one specific review destination. Enter the destination in Setup your custom link.
Confirm that a custom URL opens the intended review page before using it in live review requests.
Configure SMS Review Requests
SMS Review Requests control how Kyrios sends review requests by text message.
Go to Reputation > Settings > SMS Requests.
Enable SMS Review Requests
Use the toggle in the upper-right corner of the SMS Review Requests section to enable or disable automated SMS review requests. When enabled, configure:
When to send SMS after check-in?: Controls the delay before the first SMS request.
Until clicked, repeat this every: Controls how frequently Kyrios retries when the review link has not been clicked.
Maximum retries: Controls how many retry messages can be sent.
If Don't Repeat is selected, no repeating interval is used. If Custom is available, specify the interval value and time unit shown in the interface.
Select the Default SMS Sender Number
The Default SMS sender number determines which connected phone number Kyrios uses as the default sender for SMS review requests. To select the number:
Go to Reputation > Settings > SMS Requests.
Open Default SMS sender number.
Select the phone number that should send review requests.
The selected number is used as the default sender for SMS review requests.
Create or Edit an SMS Review Request Template
SMS templates control the message customers receive. From Reputation > Settings > SMS Requests, use the Manage Your SMS Templates section. To create a template, select Create New. To modify an existing template, select its edit icon.
Choose How to Create an SMS Template
After selecting Create New, Kyrios provides two starting options:
Create New from Scratch: Start with a blank SMS template.
Select from Pre-Built Templates: Start with an existing review request template.
Select the option you want to use.
Use a Pre-Built SMS Template
The SMS Template Library contains ready-made review request messages. To use one:
Select a template from the library.
Review its message and character count.
Select Edit Template.
Customize the template before saving it.
Pre-built templates can contain Kyrios merge fields that personalize the message for the recipient.
Customize an SMS Template
The SMS Template Builder lets you define the message that customers receive.
Configure the available fields:
Enter a Template Name.
Enable Request with Image if an image should be included.
Upload an image or provide a supported image URL when applicable.
Enter the SMS message.
Include the review link merge field:
{{reputation.review_link}}
Review the message preview.
Select Save.
The {{reputation.review_link}} merge field uses the destination configured under Reputation > Settings > Review Link. An SMS containing an image may be sent as MMS depending on the messaging configuration and provider.
Assign SMS Templates to the Request Sequence
Creating an SMS template does not by itself determine when that template is used. The Set SMS Templates option controls which templates are assigned to the initial request and retry sequence. The SMS Requests page displays the available templates and their current status.
Assign the applicable template to the initial request and each enabled retry position before relying on the automated sequence.
Configure Email Review Requests
Email Review Requests control how Kyrios sends review requests by email. Go to Reputation > Settings > Email Requests.
Enable Email Review Requests
Use the toggle in the upper-right corner of the Email Review Requests section to enable or disable automated review emails. Configure:
When to send Email after check-in?: Controls the delay before the first email request.
Until clicked, repeat this every: Controls how frequently Kyrios retries if the review link has not been clicked.
Maximum retries: Controls the number of retry emails available in the sequence.
A Custom repeat interval can be used when the interface provides custom interval controls.
Select the Default Sender Email
The Default sender email determines which configured email address Kyrios uses as the default sender for email review requests. To select it:
Go to Reputation > Settings > Email Requests.
Open Default sender email.
Select the email address that should send review requests.
The selected address is used as the default sender for email review requests.
Manage Email Review Request Templates
The Email Requests page displays your configured email templates and the controls used to manage them. Templates can be organized as:
Live: The template assigned to the initial review request.
Retry: A template assigned to a later retry in the sequence.
Draft: A template that has not been assigned as part of the active sequence.
The number of retry positions available depends on the configured Maximum retries setting.
Assign Email Templates to Live and Retry Messages
Use Set Email Templates to determine exactly which template is sent at each point in the email sequence. To assign templates:
Go to Reputation > Settings > Email Requests.
Select Set Email Templates.
Select the template for the Live request.
Select a template for each required Retry position.
Confirm the associated subjects.
Select Save.
Each retry position can use a different template.
Create or Import an Email Template
Use Create New to add another review request email. Available options include:
Create new Template
Import from Template Library
To edit an existing email, open the ⋯ menu on the template and select Edit Templates.
Templates created or imported here can later be assigned through Set Email Templates.
Design an Email Review Request Template
The email builder lets you create branded review request messages using drag-and-drop elements. To build the email:
Add the required text, images, buttons, and other design elements.
Add the Review Link element where customers should click to leave a review.
Verify the email content and design.
Select Save.
The Review Link element uses the review destination configured under Reputation > Settings > Review Link.
Understand Retry Behavior
Retry settings determine whether Kyrios sends another review request when the previous request has not resulted in a detected review-link click. For either SMS or email:
Until clicked, repeat this every controls the interval between attempts.
Maximum retries controls the maximum number of follow-up attempts.
A detected click on the review link stops the retry schedule for that channel.
Use the Live and Retry template assignments to control what message the customer receives during each attempt.
Recommended Setup Order
Configure Review Request Messaging in this order to avoid an incomplete request sequence:
Configure the Review Link.
Enable the required SMS or email channel.
Configure the initial send delay.
Configure the repeat interval.
Configure the maximum number of retries.
Select the default sender.
Create or import the required templates.
Assign the Live and Retry templates.
Verify that the review link is included in each request template.
Common Issues and Fixes
Review requests are enabled but customers are not receiving retry messages
Confirm that Until clicked, repeat this every is not set to Don't Repeat and that Maximum retries allows additional attempts. Also confirm that templates have been assigned to the applicable retry positions.
The SMS review link is missing
Make sure the SMS template contains:
{{reputation.review_link}}
This merge field inserts the configured Review Link into the message.
Review requests are opening the wrong page
Go to Reputation > Settings > Review Link and verify the selected review destination. If Custom Link is selected, confirm that the saved URL points directly to the intended destination.
SMS requests are sending from the wrong number
Go to Reputation > Settings > SMS Requests and check Default SMS sender number. Select the correct connected phone number.
Email review requests are being sent from the wrong address
Go to Reputation > Settings > Email Requests and check Default sender email. Select the correct configured sender address.
The same email is being sent for every retry
Open Set Email Templates and review the template assigned to each retry position. Assign different templates when each follow-up should contain different content.
A newly created template is not being used
Creating a template does not automatically assign it to the review request sequence. Use Set SMS Templates or Set Email Templates to assign the template to the initial request or a retry position.
FAQ
What happens after a customer clicks the review link?
When Kyrios detects that the customer clicked the review link, the repeat schedule for that request channel stops so additional configured retries are not sent.
What is the difference between Review Balancing and a Custom Link?
Review Balancing distributes review traffic across supported configured destinations. Custom Link sends customers to one specific URL that you provide.
Which merge field should I use for the review link in an SMS?
Use {{reputation.review_link}}.
The merge field inserts the Review Link configured under Reputation > Settings > Review Link.
Do I have to enable retries?
No. Select Don't Repeat when you want to send only the initial request without a repeating schedule.
Can each retry use a different template?
Yes. The Live and Retry template settings let you assign templates to different positions in the request sequence.
Does creating a template automatically make it live?
No. A template must be assigned through Set SMS Templates or Set Email Templates before it controls an applicable Live or Retry message.
Can an SMS review request include an image?
Yes. The SMS Template Builder includes a Request with Image option and supported image controls. Messages containing an image may be sent as MMS depending on the messaging configuration and provider.
Do I need a Google Business Profile connected?
A connected Google Business Profile is required when you want the configured review experience to send customers to Google through the applicable connected Google review destination. A Custom Link can be used when you want requests to open another specific review URL.
Can review requests be automated with a Workflow?
Yes. Use the Review Request action in a Workflow to initiate the review request process automatically when the workflow reaches that action.