Google Reviews

Send Google review requests directly from Captivated and make it easy for customers to share feedback about their experience.

Customer reviews can help build trust, provide valuable feedback, and strengthen your business’s online presence. Captivated makes it easy to send customers a direct link to leave a Google review following an interaction with your business.

Send a Google Review Request

To request a review from a conversation:

1. Open the customer conversation.
2. Select the three-dot menu from the message field.
3. Choose Request Google Review.
4. Review the message and confirm that the correct Google Business Profile is selected.
5. Select Send.

You can also create a Message Template for commonly used review requests.

When to Ask for a Review

The best time to request a review is after a meaningful customer interaction, such as:

• Completing a service
• Resolving a customer issue
• Completing an appointment
• Delivering a product
• Reaching another natural point in the customer relationship

Keep the request conversational and make it easy for the customer to provide their honest feedback.

Ask customers for a review based on a consistent process rather than only requesting reviews from customers you expect will leave a positive rating.

Ask Naturally

A review request doesn’t need to be complicated.

For example:

Thanks for choosing ABC Business! We’d appreciate your feedback about your experience. If you have a moment, you can leave us a Google review using the link below.

Or:

Hi {{salutation}}, thank you for trusting us with your service today. We’d love to hear about your experience. Would you mind taking a moment to leave us a Google review?

Using Merge Fields such as {{salutation}} can help make your request feel more personal.

Ask Permission First

For a more conversational approach, you can ask the customer before sending the review link.

For example:

Would it be okay if I sent you a link to share your experience with us on Google?

If the customer agrees, send your Google review request.

This keeps the interaction personal rather than making the review request feel automated.

Depending on your account configuration, you can filter review activity by:

• Date
• Star rating
• Location
• Team member

This can help your organization understand review activity and identify opportunities to consistently ask customers for feedback.

Review Your Results

Google reviews collected through Captivated can be viewed from the Reviews Dashboard.

Navigate to:

Dashboards > Reviews

Review Request Best Practices

When asking customers for Google reviews:

• Make review requests part of a consistent customer experience.
• Ask for honest feedback, rather than specifically requesting a positive or 5-star review.
• Keep your request short and conversational.
• Send the request at a natural point in the customer journey.
• Make sure the review link directs customers to the correct Google Business Profile.
• Avoid offering incentives in exchange for reviews.
• Don’t discourage customers from leaving a review based on their expected rating.
• Don’t selectively ask only customers who indicate they’re happy or satisfied.

Businesses should not screen customers based on their expected rating and only direct satisfied customers to Google. Give customers an equal opportunity to share their honest experience.

Using Customer Surveys

Captivated’s Professional Services team can help create customer satisfaction or NPS surveys to gather additional feedback about the customer experience.

Surveys can be used to:

• Measure customer satisfaction.
• Gather additional feedback.
• Alert a manager when a customer reports a poor experience.
• Trigger follow-up workflows based on customer responses.

Contact Captivated Support to learn more about available survey and automation options.

Why Google Reviews Matter

Google reviews can help your business:

• Build trust and credibility with potential customers.
• Gather valuable feedback about the customer experience.
• Strengthen your online presence.
• Give prospective customers additional information when choosing a business.

Need Help?

If you need assistance setting up Google review requests or connecting the appropriate Google Business Profile, contact Captivated Support using the Support option within Captivated.