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Setting Up Campaigns and Automations

Campaigns are how you send review requests to customers at scale. This guide covers creating campaigns, choosing templates, and managing automated follow-ups.

What Is a Campaign?

A campaign is a reusable template for sending review requests. It defines: - The message — what the customer sees in the SMS or email - The review destination — where the link sends them (Google, Facebook, your review portal) - The campaign type — Review Request or Survey

Most businesses have 1-3 active campaigns running at a time.

Creating a Campaign

Campaigns are created and managed in the desktop app (not mobile).

Steps

  1. Go to Settings → Campaigns in the desktop app
  2. Click Create Campaign
  3. Fill in: - Campaign name — internal label (e.g., "Post-Service Review Request") - Campaign type — Review Request or Survey - Message template — the SMS/email text
  4. Set the review destination — which review site the link points to
  5. Activate the campaign

Message Template Variables

Use these placeholders in your message — they're replaced with real values when sent:

Variable Replaced With
@customerName The customer's first name
@business Your business name
@link The review request link
@sender The team member's name who sends it

Example template:

Hi @customerName, thank you for choosing @business! We'd love your feedback. Please take a moment to leave us a review: @link

Campaign Types

Review Request

Sends customers directly to a review site (Google, Facebook, or your custom review portal). This is the most common campaign type.

Survey

Sends customers to a satisfaction survey first. Based on their score: - High score (promoters) → directed to leave a public review - Low score (detractors) → directed to private feedback form

This protects your public reputation by filtering negative experiences to private channels.

Managing Campaigns

Activating / Pausing

  • Active campaigns appear in the mobile app for your team to use
  • Paused campaigns are hidden from the send flow but retain their history
  • Pause a campaign when running a seasonal promotion, or if opt-out rates are too high

Viewing Campaign Performance

Go to More → Campaign Status in the mobile app to see: - Summary funnel — Sent, Clicked %, To Site %, Completed, Opt-outs - Per-campaign cards — individual performance for each campaign - Active/Paused filter — toggle between campaign states

Campaign Stats Explained

Metric What It Means
Sent Total requests sent through this campaign
Clicked Percentage of recipients who clicked the SMS link
To Site Percentage who reached the review site
Completed Number who actually left a review or completed a survey
Opt-outs Number who unsubscribed from future messages

Automations

Auto Follow-Up Reminders

Campaigns can include automatic follow-up reminders for customers who haven't acted on the initial request. These are configured at the campaign level:

  • Timing — how many days after the initial send
  • Message — a gentler reminder message
  • Limit — maximum number of follow-ups (usually 1-2)

Automation + Field Tech Sync

When a field tech sends a review request manually (via the mobile app), the automation system knows not to send a duplicate. This prevents customers from receiving multiple requests for the same visit.

Best Practices

  1. Keep messages short — SMS has character limits. The link takes up space. Keep your message under 160 characters.
  2. Personalize — always use @customerName and @business variables
  3. One campaign per service type — create separate campaigns for different services (e.g., "Oil Change Follow-Up" vs. "Major Repair Follow-Up") if you want different messaging
  4. Monitor opt-out rates — if a campaign has high opt-outs (>5%), revisit the messaging or frequency
  5. Pause seasonally — if your business is seasonal, pause campaigns during off-season to avoid sending to stale contacts

Troubleshooting

"No campaigns available" on mobile - Make sure at least one campaign is Active (not Paused) - Check that the campaign is assigned to the correct location - Campaigns are location-specific — if you switched locations, the available campaigns change

"Customer received the request but there's no link" - Check the message template — make sure it includes the @link variable - The link is generated automatically when the request is sent

"High opt-out rate" - Review your message frequency — are you sending too often to the same customers? - Check your message tone — is it too aggressive or impersonal? - Consider adding a survey campaign to filter dissatisfied customers before they reach review sites

Next Steps

Last updated: June 2026 · Reveo Help