Two tools that look after the customers you already have. Review Manager asks customers to review you on Google and lets you answer the reviews that come in. Campaigns sends emails that bring customers back: when a service is due, when they put work off, when they haven't been in for a year.
Zawarte w planie ProBoth live under CRM in the sidebar. Inside your team, the Reviews and campaigns permission decides who can open them; owners and managers have it by default.
Reviews: Google, and only Google
Reviews are read from your Google Business Profile, replies are posted back to it, and every review request sends the customer straight to your Google page. There are no private, in-app star ratings. A review only helps new customers find you if it's on Google.
Connecting Google
Open Review Manager → Settings and press Connect Google. Sign in with the Google account that manages your business and approve the permissions it asks for. Then press Choose business and pick which of your businesses this shop is; a multi-site operator picks one location per shop, so replies never appear under the wrong branch. Your existing reviews are pulled in straight away, up to a year back, and new ones are synced every hour. Sync now pulls them in on demand.
Uwaga
If the card says Google review management isn't set up on this installation yet, the connection isn't switched on for your account. Contact support and we'll turn it on.
Until a business is connected, no review requests are sent at all: there would be nowhere to send the customer.
Asking for reviews
Requests are off until you turn on Ask customers for a review in Settings. Then choose:
- Trigger: the moment your shop counts as "the job is done". Payment collected in full, order completed, or invoice sent.
- When to send: from immediately up to seven days later. A day later usually beats asking while the customer is still at the counter, and it leaves you time to put anything right first.
- Don't ask again for (days): however often they visit, so regulars and fleet contacts aren't asked every week.
The request is an email with your own note above the invitation; edit the note under Settings → Messaging. Every customer who finishes a job gets the same ask. GarageFlow never screens out unhappy customers first, which Google's rules don't allow anyway.
Ask for a review on an order sends one by hand.
The Requests tab lists every finished job, including the ones that weren't sent and why: no email address, opted out of email, unsubscribed, asked recently, already asked for this job, requests were off, or Google not connected.
Replying
The Reviews tab shows each review with its rating. Write a reply, or press Draft with AI to have one written for you to edit. Nothing is posted until you send it, and then it appears publicly under the review on Google. Replies need no customer details, so you can answer reviews from people you have no record of.
GarageFlow links a Google review to one of your customers only when it is sure: exactly one customer you recently asked has a matching name. Otherwise the review stays unlinked rather than being pinned on the wrong person.
Campaigns
Campaigns has two tabs: Automated campaigns run on their own, and One-time campaigns go out once.
Automated campaigns
An automated campaign watches for a situation and emails each customer once when it happens. Start from one of the ready-written campaigns. Each arrives switched off; change the wording to sound like you, then turn it on.
| Trigger | Who gets it |
|---|---|
| A service is due again | Customers whose car had a particular service, once the interval you set has passed, if they haven't been back for it. |
| Work the customer put off | Customers who declined work, once the wait you set has passed. Skips anyone who has had it done since. The email can name the work with {Deferred Work}, never its price. |
| After any visit | A thank-you after a visit, only for the customer's most recent one. |
| Hasn't been in for a while | Customers who used to come in and stopped. Once per absence, not every night. |
| Due on mileage | Works out how far a customer actually drives from the mileage you record at each visit, and writes when they're near the next interval. |
| Missed appointment | Customers who missed a booking, unless they've already rebooked. |
Campaigns are checked once a day. Event triggers (a service, a visit, a missed booking) only look back 30 days, so switching a campaign on doesn't email your entire history. Pause stops a campaign and resuming picks up without re-sending to anyone it already reached.
One-time campaigns
For an announcement, a seasonal offer or a winter-tire reminder:
- Write the Subject and Message. Merge tags such as
{First Name}and{Vehicle}work in both, and every link you paste is tracked, so you can see who clicked. - Choose Who gets it: leave it empty for your whole list, or narrow it by last visit, customer tags, vehicle make, services they've had, or only customers who declined work.
- Send test to yourself, then Send now or pick a date under Send later. A scheduled campaign builds its list on the day it goes out, so anyone who unsubscribes or books in before then is left out.
Who is skipped
A campaign never goes to someone with no email address, who has opted out of email or unsubscribed, or who has had too many campaign emails recently. Some triggers also skip customers who have already booked in. They're listed as Not sent, with the reason.
Campaign emails are written in your shop's language, whatever language your own screen is in.
Which campaign brought them in
Each campaign shows what it sent, the open and click rates, and the appointments, orders and revenue it brought in. Credit works in two ways:
- Confirmed: the customer booked online through the campaign's link. That person clicked that email, so it counts straight away.
- Proposed: a customer who recently received or opened a campaign books by phone or at the counter. The appointment asks Did it bring them in?, and only counts once someone on your team confirms it.
Only confirmed bookings count toward a campaign's revenue, and the revenue is read from the invoice, so it's always the real figure. The order sidebar shows the campaign as its Source.
Reports
Reports → Marketing has Campaign performance and Reviews. See reports and exports.
Troubleshooting
"No review requests are going out." Check, in order: Ask customers for a review is on, a Google business is connected and chosen (status Connected, not Almost there), and the customer has an email address. The Requests tab gives the reason for each one not sent.
"Google says Connection expired." Google withdrew access, usually after a password change. Press Reconnect Google.
"Google didn't grant lasting access." Connect again and approve every permission Google asks for.
"My automated campaign sent nothing." It may be paused, or nobody matched yet: event triggers only look back 30 days, and a customer is emailed once per occasion.
"A booking isn't credited to my campaign." Phone and counter bookings are only proposed. Confirm it on the appointment.