Texting Guide for Review Requests

Requesting reviews through SMS is one of the fastest ways to gather social proof and strengthen your brand reputation. When messages are brief, timed well, and make it easy to act, customers are far more likely to respond.

TextUs helps teams automate review outreach while keeping each message personal and compliant.

How TextUs Fits Review Request Workflows

TextUs Campaigns can reach recent customers or clients with a simple request to leave feedback. You can attach review links, thank-you images, or instructions for specific platforms such as Google, G2, or Trustpilot.

Keywords like REVIEW, RATE, or HELP can trigger Sequences that deliver the correct link or route questions to a support contact automatically.

Replies appear in the Shared Inbox so marketing and service teams can manage all responses in one place. Integrations can sync contact and campaign data with your CRM or review management platform.

You can track deliveries, replies, and clicks, then export CSVs to measure engagement and review completion rates.

What to Set Up First

Connect your CRM or e-commerce platform so customer lists and transaction data can sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically.

Define the ideal moment to send review requests, such as 24–48 hours after purchase, project completion, or support resolution. Create templates for thank-you, review invite, and gentle follow-up.

Assign Shared Inbox coverage during business hours so that review replies or questions get quick responses.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Recent Purchases” or “Closed Service Tickets.” This can make sure your request reaches happy, recent customers.
2. Write your message: Keep it friendly and appreciative. Example: “Hi {{first_name}}, thanks for choosing [Company]! Could you take 30 seconds to share your experience? Reply REVIEW for the link.”
3. Attach media: Add a branded image or thank-you card if appropriate. Visuals can make the request feel genuine and personal.
4. Set up an A/B test: Try slight variations in tone (one direct, one more conversational) and keep the better performer.
5. Schedule your campaign: Send review requests within 1–2 days of service completion. A second gentle reminder can go out three days later.
6. Create a keyword: Add a keyword such as REVIEW or RATE and include it in your message. When a customer replies, TextUs can respond automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the review link. Step 2: Follow up 48 hours later with a thank-you or secondary reminder.”
8. Send and monitor: Launch your campaign, track replies and clicks, and manage customer feedback through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thank you! Here’s your review link: [short URL]. We appreciate your time and feedback.”
• Step 2 (reminder): “Hi {{first_name}}, just checking if you had a moment to share your thoughts. Your feedback really helps us improve: [short URL].”

Segmentation and Personalization Strategy

Segment by recent interactions, such as completed orders, appointments, or support cases. Use filters like “Delivered Orders,” “Closed Tickets,” or “Completed Projects.” Exclude anyone who has already left a review or opted out of communications.

Personalize messages with first name and service details for authenticity. Example: “Hi {{first_name}}, glad you enjoyed your [Product/Service]! Would you mind leaving a quick review? Reply REVIEW.” Always include fallback text for missing data.

Update segments daily to remove duplicates and ensure timely outreach. Clean lists keep campaigns accurate and effective.

Template Library for Review Request Scenarios

Keep a focused set of templates ready for common touchpoints. Each should be short, polite, and action-driven.

• “Hi {{first_name}}, thanks for your recent [Product/Service]. Could you share a quick review? Reply REVIEW for the link.”
• “We’re glad to have you as a customer! Your feedback helps others choose us with confidence. Reply REVIEW to rate your experience.”
• “Hi {{first_name}}, thanks for trusting [Company]. Would you mind leaving a quick review on [Platform]? Reply REVIEW.”
• “Your opinion means a lot to us. Could you take a moment to share how we did? Reply REVIEW for the link.”
• “Thanks for being part of [Company]. Would you recommend us? Reply REVIEW to leave feedback.”

Review the template performance monthly with compliance. Refresh CTAs and timing as you collect more data on engagement patterns.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM or reputation management tools to measure completed reviews and response rates. Preserve campaign name, keyword, and send time for accurate reporting.

Track reply-to-review and click-to-review rates. Identify which templates, segments, or timings yield the most responses. Create a simple monthly dashboard with delivery rate, review rate, and average rating improvement.

Encouraging Genuine and Positive Feedback

Send review requests only to customers who completed successful interactions. Use Keywords and Sequences to capture negative feedback privately before it becomes public. Example: if someone replies HELP instead of REVIEW, route the message to a manager for personal handling.

Always thank respondents regardless of rating. Example: “Thanks so much for your feedback. It helps us serve you better.” Polite, transparent messaging encourages continued trust.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox so marketing, customer success, and support teams can collaborate easily. The first responder assigns ownership and tags threads appropriately. Templates can standardize thank-you replies and escalation responses.

Use tags such as Review, Positive, Neutral, and Escalation to keep the organization clear. Add notes when passing threads to different departments for further follow-up. Keep notifications active during working hours so no feedback goes unanswered.

Compliance and Deliverability for Review Requests

Use registered 10DLC numbers for all review campaigns. Keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically. Include a clear line such as “Reply STOP to opt out” in the first message.

Avoid overly promotional language or multiple links in one text. Keep attachments lightweight and relevant, like a branded thank-you card or simple graphic. Send requests during local business hours to maintain professionalism and engagement.

FAQs About Texting Guide for Review Requests

Can I attach review links in my messages?

Yes. TextUs allows URLs, PDFs, and images in both campaigns and one-to-one messages. Include a direct review link for convenience and higher response rates.

Can review requests be automated?

Yes. You can schedule campaigns or set up Sequences to trigger after a completed purchase or interaction. This ensures consistency without manual effort.

How can I manage negative feedback privately?

Use alternate Keywords like HELP or FEEDBACK to route critical responses to your service team. This lets you resolve issues before customers post public reviews.

How does the Shared Inbox help manage reviews?

All replies appear in one shared view where teams can assign owners, tag sentiment, and respond quickly. It prevents duplicate outreach and improves collaboration.

What metrics should I track for review requests?

Track delivery, reply, and click rates, plus completed reviews per link. Export data from TextUs and connect it to your review platform for clear attribution.