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Manual Google Review Request Configuration and Testing

Purpose​

This SOP documents the process of configuring GHL sub-accounts for manually sending Google Review requests via SMS and email. Manual review requests are the preferred approach while automated workflows are being refined, as they provide controlled testing and avoid sending redundant reminders to customers who have already responded.

Scope​

Covers:

  • Connecting Google Business Profile to GHL sub-account
  • Configuring SMS review request settings and templates
  • Configuring Email review request settings and templates
  • Sending manual review requests
  • Testing the review request flow

Does Not Cover:

  • Automated workflow-based review requests (see separate SOP when available)
  • AI review response configuration (see SOP: AI Review Response Configuration)
  • Facebook/Instagram review integration
  • Survey-based review funnels

Prerequisites​

  • GHL sub-account access (admin level)
  • Google Business Profile already created for the client
  • Access to setup@symphonycore.com account credentials
  • Test contact accounts for verification (see Test Accounts section)
  • Client branding information (colors, logo) for template customization

Test Accounts​

Use the following Symphony Core test accounts for testing review request functionality:

EmailPhoneGHL UserPassword
testadmin1@symphonycore.com+14753236801testadmin1@symphonycore.comTestadmin1@
testuser1@symphonycore.com+14753236565testuser1@symphonycore.comTestuser1@
testuser2@symphonycore.com(no phone)testuser2@symphonycore.comTestuser2@

Step-by-Step Procedure​

Step 1: Connect Google Business Profile​

  1. Log into the GHL sub-account
  2. Click Reputation in the left navigation menu
  3. On the Overview page, locate the "Get Started" checklist
  4. Click Connect Google Business Profile
  5. Sign in with setup@symphonycore.com when prompted
  6. Select the client's Google Business Profile from the list
  7. Click Save to confirm the connection
  8. Verify the connection shows as "Connected" with the correct business name

Note: The setup@symphonycore.com account is used for all client Google Business Profile connections. This centralizes access management and allows Symphony Core to maintain integrations.

Step 2: Configure SMS Review Request Settings​

  1. Navigate to Reputation > Settings

  2. Click SMS Requests in the left sidebar

  3. Toggle the SMS Review Requests switch to ON (blue)

  4. Configure timing options:

    • When to send SMS after check-in: Select "Immediately"
    • Until clicked, repeat this every: Select "Don't Repeat" (recommended for initial setup)
    • Maximum retries: Set to 1

  5. Under Manage Your SMS Templates, review the existing template or create a new one:

    • Click + Create New to create a branded template
    • Name the template: [Client Name] Review Request
    • Use this format for the message:
    Hi `{{contact.first_name}}`! Thank you for choosing `{{location.name}}`. Would you be willing to take 30 seconds and leave us a quick review? The link below makes it easy: `{{reputation.review_link}}`

  6. Set the new template as Live

  7. Click Save

Step 3: Configure Email Review Request Settings​

  1. While still in Reputation > Settings, click Email Requests in the left sidebar

  2. Toggle the Email Review Requests switch to ON (blue)

  3. Configure timing options:

    • When to send Email after check-in: Select "Immediately"
    • Until clicked, repeat this every: Select "Don't Repeat"
    • Maximum retries: Set to 1

  4. Under Choose email templates for your email requests, review or create templates:

    • Click + Create New for a branded template
    • Name the template: [Client Name] Review Request Email
    • Customize the email design with client branding (colors, logo)
    • Ensure the review link button is prominently displayed
    • Set subject line: Would you recommend us? or similar

  5. Set the new template as Live under Recurring Emails

  6. Click Save

  1. Navigate to Reputation > Settings > Review Link
  2. Confirm Get Reviews on Google is selected and shows "Connected"
  3. Verify the correct Google Business Profile is selected under "Select Page"
  4. Copy the review link URL for reference (format: https://search.google.com/local/writereview?placeid=...)
  5. Click Save if any changes were made

Step 5: Send a Test Review Request​

  1. Navigate to Reputation > Requests
  2. Click the Send Review Request button (top right)
  3. In the contact search field, search for a test contact (e.g., "Symphony Core" test user)
  4. Select the contact from the dropdown
  5. Under "Choose platform," select Google
  6. Under "Choose channel," check one or both:
    • SMS - Select the branded SMS template
    • Email - Select the branded email template
  7. Click Send Request
  8. Verify the request appears in the Requests list with status "Sent"

Step 6: Verify Receipt of Test Messages​

  1. Check the test phone number for the SMS message:

    • Verify the message content is correct
    • Click the review link and confirm it opens the Google review page

  2. Check the test email inbox:

    • Look in inbox and spam/junk folders
    • Verify email branding appears correctly
    • Click the review link and confirm it opens the Google review page

  3. Return to Reputation > Requests and verify status updates:

    • "Sent" = Message delivered
    • "Opened" = Recipient opened the email/clicked the link

Required Inputs​

  • GHL sub-account login credentials
  • Google Business Profile access (via setup@symphonycore.com)
  • Client branding assets (logo, brand colors)
  • Template messaging approved by client (or use default)
  • Test contact information

Expected Outputs​

  • Google Business Profile connected and showing in Reputation module
  • SMS review request template configured and set to Live
  • Email review request template configured and set to Live
  • Successful test messages sent and received
  • Review links verified to open correct Google review page
  • Request history visible in Requests tab

Troubleshooting​

Common Issues​

Issue: Google Business Profile not appearing in connection list Solution:

  1. Verify setup@symphonycore.com has been granted access to the client's GBP
  2. Check that the GBP is verified and active
  3. Try disconnecting and reconnecting the Google integration
  4. Clear browser cache and retry

Issue: SMS not received on test phone Solution:

  1. Verify the phone number format includes country code (+1 for US)
  2. Check that the sub-account has SMS credits available
  3. Verify the contact's phone number is marked as "mobile" not "landline"
  4. Check SMS logs in Conversations for delivery status

Issue: Email going to spam folder Solution:

  1. Verify dedicated sending domain is configured (see Email Setup SOP)
  2. Check that SPF, DKIM, and DMARC records are verified
  3. Review email content for spam trigger words
  4. Ensure "From" email uses client's domain, not subdomain

Issue: Review link opens wrong Google Business Profile Solution:

  1. Navigate to Reputation > Settings > Review Link
  2. Verify the correct business is selected under "Select Page"
  3. Disconnect and reconnect the Google Business Profile if needed
  4. Test the raw review link URL directly in a browser

Issue: Template variables not populating (showing {{contact.first_name}} literally) Solution:

  1. Verify the contact record has the required fields populated
  2. Check variable syntax matches exactly: {{contact.first_name}}
  3. Test with a contact that has all fields populated
  4. Review GHL merge field documentation for correct syntax

Repetition Settings Warning​

The "repeat" functionality in SMS/Email request settings should be used with caution:

  • Don't Repeat is recommended initially to avoid annoying customers
  • If using repeat, set to maximum 2 retries over 3+ days apart
  • The built-in repeat does NOT check if customer already responded
  • For intelligent follow-up logic, wait for workflow automation improvements

Exceptions and Edge Cases​

  • Case A: Client without Google Business Profile - Must create and verify GBP before proceeding with this SOP
  • Case B: Multiple Locations - Each location requires separate GBP connection and may need location-specific templates
  • Case C: International Clients - Verify SMS delivery works to international numbers; may require different messaging approach
  • Case D: High-Volume Clients - Consider dedicated sending domain for email to protect reputation
  • AI Review Response Configuration SOP
  • Email Subdomain Setup SOP
  • GHL Sub-Account Setup Checklist
  • Client Onboarding Procedure

Revision History​

DateVersionChange DescriptionAuthor
2025-12-171.0Initial version based on Tanu/Rohit status meetingSymphony Core Systems Team