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

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

• Keep messages short — SMS has character limits. The link takes up space. Keep your message under 160 characters.
• Personalize — always use @customerName and @business variables
• 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
• Monitor opt-out rates — if a campaign has high opt-outs (>5%), revisit the messaging or frequency
• 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

• Sending Your First Review Request → — use your campaign to send a request
• Understanding Your Dashboard → — track campaign performance
• Connecting Google and Facebook → — make sure your review destinations are connected

Last updated: June 2026 · Reveo Help