Requesting a review makes sense after an experience the client can evaluate. For an agency, that moment may follow project delivery or completion of an agreed phase. This process aims to make authentic opinions easier to share and learn from, with a clear invitation and a team ready to respond.
First define the event confirming that the service was delivered. Use a consistent criterion for every client in that process. Record the business and location the review concerns: sending someone to the wrong listing can confuse both the client and people reading those opinions later.
Prepare a neutral invitation#
HighLevel supports sending review requests manually and through workflows. Before doing so, check the integration or destination link, request configuration and sender the person will see. Official documentation.
The text can identify the completed work, thank the client for their time and share the link. Ask for an opinion about the experience without suggesting a score. A short message such as “Your opinion about the project helps us improve; you can share it here” lets clients respond in their own words.
For Google reviews, the rules prohibit incentives in exchange for opinions and selectively requesting positive reviews. Do not use a preliminary survey to send only satisfied clients towards the public review. Official documentation.
Configure a reasonable cadence#
- Choose the completion event and verify that it cannot trigger twice for the same milestone.
- Send an invitation identifying the service and destination.
- Limit reminders and review contact preferences.
- Assign an owner to read new reviews.
- Record problems that should become improvement tasks.
HighLevel allows delays, retries and initial and follow-up templates to be configured. Review these choices together: enabling a channel alone does not define all the messages that will be sent. Official documentation.
Respond without losing context#
Hypothetical example: an agency delivers a website and requests feedback at project closure. The client says the design was good but training arrived late. The public response thanks the client and acknowledges that specific point; the internal review investigates the delayed session and assigns a process improvement.
Avoid publishing private project details in your defence, and do not turn every response into an advertisement. If an individual situation needs resolving, offer a direct channel and preserve context for the person handling it.
Measure invitations sent, failures, new reviews and response time. A link click does not equal a published review. Add a record of recurring themes: communication, deadlines, scope clarity or support. This record helps establish whether the service improves over time, even if the average rating barely changes during a particular week.