Automation
Email Review Request: Automated Requests That Arrive at the Right Moment
A review request sent three days after an interaction converts at a fraction of the rate of one sent three hours after. Deploy this automation and every review request fires at the moment your customer data says satisfaction is highest, not on a fixed schedule that ignores where each customer is in their experience.
How it works
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Trigger: a purchase or service completes
Fires the moment the purchase or service completes. Connect via direct API, Zapier, or any webhook-capable tool.
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Review request sent
A short, warm message via Email. Personalised with the customer's name and your business.
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Routed by likely sentiment
Happy customers get a direct link to Google, Yelp, or TripAdvisor. Unhappy ones are routed to you privately first.
✓ One tap to your Google review page, while the experience is still fresh.
→ A short private form reaches you directly, fix it before it becomes a 1-star review.
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Review growth tracked over time
Requests sent, reviews earned, and rating movement, updated continuously.
Sample survey questions
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Trigger event
Purchase confirmed, ticket closed, or appointment completed, fires the send
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Wait time before sending
Configurable, typically a few hours to a day, timed to peak satisfaction
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Which platform to link to
Google, Trustpilot, or your primary review destination
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Follow-up if no click-through
One reminder after a set interval, suppressed once clicked
Email review requests fail most often not because of the email itself but because of the timing. A customer who had a great experience on Monday and receives a review request on Thursday is being asked to recall and reconstruct an emotion that has already passed. The window where the experience is vivid, specific, and emotionally present is short, typically a few hours, and most businesses miss it entirely because they send review requests on a fixed daily or weekly schedule regardless of when the experience occurred. Deploy FeedbackRobot's email review request automation and the timing is driven by the trigger event, not a calendar. A purchase confirmed triggers a review request at the moment delivery is expected. A support ticket closed triggers a request within the hour. A service appointment completed triggers a request as the customer arrives home. Each request is also personalised to the specific interaction, referencing what the customer bought or what was resolved, which significantly increases open and click rates compared to generic "how did we do?" templates. The automation also handles the follow-up logic. If no action is taken on the first request, a second goes out after a defined interval. If the customer clicks through to a review platform, the follow-up is suppressed. The entire sequence runs without any manual intervention.
Frequently asked questions
Why does timing matter so much for this specific automation?
Review request emails sent within a few hours of a positive interaction convert at multiples of the rate of ones sent after a couple of days, so the wait-time setting is the single most important configuration choice here.
What happens if a customer already left a review somewhere else?
This specific template doesn't check for that automatically, if you need that logic, the how-to-ask-for-reviews template handles routing repeat reviewers to an alternate platform.
Does the follow-up email look identical to the first one?
No, the follow-up is a distinct, shorter message acknowledging it's a reminder, not a duplicate of the original ask.
What if the customer clicks the link but doesn't actually submit a review?
The click-through itself suppresses the follow-up email, since the intent to review has already been shown, even if the review isn't ultimately completed on the platform's side.
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