Infinity3 Help Centre

Invite a customer to share their experience after completing work or delivering a service.

Before you start

You’ll need configured review request settings, a customer contact record and a valid email address or phone number.

Check whether another request has already been sent or scheduled.

Send a request

1. Open Reputation → Requests.
2. Click Send Review Request.
3. Find and select the customer.
4. Choose Email, SMS or the supported channel you intend to use.
5. Select the appropriate template where shown.
6. Review the recipient and message settings.
7. Click Send Review Request.

The configured delay and retry settings can affect when the message is sent.

Check its progress

Return to Requests and review the request’s status. Check the outbound message in Conversations where available.

Automate requests

For a repeatable process, use Automation → Workflows and add Send Review Request after the event that represents completed service.

Select the channel and review the message in Reputation settings. Test the trigger and request before publishing.

Things to know

• Sending a request does not guarantee a review.
• Ask customers consistently using your agreed process.
• Avoid sending both manual and automated requests for the same event.
• Retry messages follow the configured request settings.

If a request doesn’t send, check contact details, channel settings and the sending service before contacting Infinity3.