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A review-request campaign sends a sequence of messages to your customers asking them to leave a review. This page walks the whole path end to end and links to the detail for each step.

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Before you start

Two things need to be in place, or your campaign will build fine and send nothing:

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1. Start the campaign

Open Settings from the circle with your initials in the left sidebar, click Campaigns under Applications, and start a new one. You will be asked what kind of campaign this is, and whether to begin from a template. For a review request, the type you want asks for public feedback. The types differ in more than name — they change which customers are eligible and how unsubscribes are respected. See Campaign types explained. Templates give you a working sequence to edit rather than a blank page. There is a trap worth knowing about before you pick one — see Start from a template.

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2. Work through the builder

The builder has five steps. You can move between them freely; the indicator at the top shows which are complete.
Send yourself a test message before you launch. It is the fastest way to catch a merge field that resolves to nothing or a link pointing at the wrong location. The test control sits on each touchpoint.

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Style the button in this campaign’s emails

At the bottom of Basic Info is a section headed Email Button — “Customize the review button (the survey button for survey campaigns) in this campaign’s emails. Leave a field blank to use the default text and your account’s branding colors.” Three fields, all optional:
  • Button Text — up to 25 characters, as the hint under the box says. Leave it blank and the button reads Review Us Now, or Take Survey on a survey campaign. The box shows whichever of those applies as placeholder text, so you can see what leaving it blank will give you, and it swaps over if you change the campaign type.
  • Button Background Color and Button Text Color — leave either blank and the button falls back to your account’s CTA Buttons colours. See Set your company branding.
This styles the button that the {{landing_page_cta_button}} and {{survey_url_button}} merge fields put in an email, so it shows up in whichever touchpoints use one. The section is on every campaign type, because the review button can appear in any campaign’s email.
Each campaign keeps its own wording and colours, so a campaign you leave alone is unaffected by what you set here. Blank means inherit rather than “no colour” — the field is empty and shows the inherited colour as a placeholder, and typing something the app can’t read as a colour reverts to the last one it accepted.

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Keep a campaign out of your review-request figures

At the bottom of the Settings step is a section headed Reporting, with one checkbox: Exclude from review request metrics. Tick it and this campaign is left out of your account’s and your locations’ conversion rate, requests sent and undelivered figures, for every date range. As the description on screen puts it: “Use it for one-off sends to past customers, which convert at a much lower rate. The campaign keeps sending, its reviews still count, and its own metrics still show everything it did.” So nothing about the campaign’s behaviour changes — it keeps messaging people on the same schedule, and reviews it brings in are still counted. Only the three account-level and location-level numbers above change. The checkbox saves as soon as you tick it, and Saved. appears beside it. An excluded campaign is marked in the campaigns list with an Excluded from review request metrics badge next to its type.
This is the one setting on the Settings step you can still change after a campaign has finished, because a completed one-off send is the most common thing to exclude. If you do not have permission to edit the campaign, the checkbox is greyed out and reads “Only users who can edit this campaign can change this.”
Reporting only appears on campaigns that ask for public reviews. Other campaign types have nothing to exclude, because they are not in the review-request figures to begin with.Duplicating an excluded campaign does not carry the exclusion over — the copy counts toward your figures until you tick the box on it too. See Duplicate a campaign.

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3. Launch

Launching runs a readiness check first. If something is missing — no locations assigned, no touchpoints, no entry rule — it tells you rather than starting a campaign that cannot send.
There is no confirmation step. Once the readiness check passes, the campaign is live and customers who match your entry rules start receiving messages.
For pausing, reactivating and duplicating a running campaign, see Launch, pause and duplicate.

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Account-wide settings that affect every campaign

Some limits live at the account level rather than on the campaign, including how long a customer is excluded after being contacted. They apply on top of whatever this campaign says. See Account campaign defaults.