Review Management is the workflow at /reviews. Review management helps you request, track, and respond to customer reviews. Reviews list, Reviews (/reviews) when enabled in navigation - Settings, Settings to Review Settings (/settings/reviews) - Integrations, Settings to Integrations (Google. Turn on review requests and choose default channels.
Yelp-related tools) Configure review request timing and templates (per your integration setup). Send review requests linked to completed jobs or invoices (where configured). View review status and customer feedback in the Reviews area. Manage review-related website widgets (see Website Widgets). Connect platform integrations under Settings to Integrations (availability varies by account). Admin enables review features under Settings to Review Settings and/or Integrations. Customer contact info (email/SMS) for requests. Twilio & Telnyx or email configured for outbound requests when using SMS/email channels. Customize message templates (or use Email & PDF Templates). From a completed job or invoice (where the action is exposed), choose Request review. Open a record for customer and platform link. Respond on the platform (Google, etc.) per their UI, ServiceFlow tracks request status more than hosting public review threads. Config-gated, features depend on integrations enabled for your business. /reviews step 4 is Enable review settings (admin).
Overview
Review management helps you request, track, and respond to customer reviews—supporting reputation workflows from job completion through public responses on connected platforms.
How to access
- Reviews list — Reviews (
/reviews) when enabled in navigation - Settings — Settings → Review Settings (
/settings/reviews) - Integrations — Settings → Integrations (Google, Yelp-related tools)
How do you configure review request timing and templates (per your integration setup)?
Configure review request timing and templates (per your integration setup).
- Configure review request timing and templates (per your integration setup).
- Send review requests linked to completed jobs or invoices (where configured).
- View review status and customer feedback in the Reviews area.
- Manage review-related website widgets (see Website Widgets).
- Connect platform integrations under Settings → Integrations (availability varies by account).
Prerequisites
- Admin enables review features under Settings → Review Settings and/or Integrations.
- Customer contact info (email/SMS) for requests.
- Twilio & Telnyx or email configured for outbound requests when using SMS/email channels.
Step-by-step
Enable review settings (admin)
- Settings → Review Settings.
- Turn on review requests and choose default channels.
- Customize message templates (or use Email & PDF Templates).
- Save.
Send a review request
- From a completed job or invoice (where the action is exposed), choose Request review.
- Confirm customer and channel.
- Send—track status on Reviews.
Monitor and respond
- Reviews → filter open/completed requests.
- Open a record for customer and platform link.
- Respond on the platform (Google, etc.) per their UI—ServiceFlow tracks request status more than hosting public review threads.
Current limitations
- Config-gated — features depend on integrations enabled for your business.
- Not all review platforms support two-way API replies; some responses happen only on Google/Yelp native sites.
- Automated sentiment analysis and AI-drafted public replies are limited today (see Yelp Responder for Yelp messaging automation).
- Bulk historical import of reviews from before ServiceFlow is manual.
Roadmap
- Unified inbox for Google review responses.
- AI-suggested reply drafts with human approval.
- Review score KPIs on dashboard widgets.
Review requests go out after a completed job when that workflow is enabled. A review that never arrives is usually a missing customer email or a provider that is not connected. The reviews tab on the customer shows what was stored. It does not post to Google or Yelp by itself. Reply tools follow the integration you turned on. Do not mark a request sent if the message channel failed.