How to request customer reviews

The best time to ask for a review is right after a job well done. Stacks lets you send a review request to any contact — by email or text — in a couple of clicks. Every customer shares their feedback with you first — captured in Stacks so you can act on it — and then everyone is invited to post their review on Google. You get a private heads-up when someone's unhappy, so you can reach out and make it right.

Before you start

• You'll connect an email sender once in Settings → Email — that's how email requests go out.
• You'll save your Google Place ID in Reviews → Settings. This is where customers land to leave their public Google review, so it's required before requests can send. (Setting it up is an admin or manager job.)
• Your contacts need an email address — and a phone number too if you'd like the option to text the request.
• Sending is open to admins, managers and team members. View-only users can see reviews but can't send requests.

Step by step

1. Set up email and your Google Place ID. This is a one-time thing. Connect your sender under Settings → Email, then open Reviews → Settings and paste your Google Place ID (there's a link to Google's Place ID finder right on the page). While you're there you can tweak the subject line, add a custom message, and set the throttle window.
2. Open your contacts. In Stacks, go to Reviews → Contacts. You'll see a list of everyone, with columns for when they were last asked and their last response. Need someone new? Click + Add Contact and fill in at least a first name and email (add a phone number to unlock texting).
3. Send a single request. In the Actions column, click the ✉️ email icon next to a contact — or the 📱 text icon, which only appears when the contact has a phone number. Confirm the prompt and Stacks sends it on the spot.
4. Or ask several at once. Tick the checkbox beside each customer you want to ask (or use Select all). A Send Review Requests button appears at the top with your count — click it, confirm, and Stacks sends them all. You'll get a tally of how many were sent, skipped, and failed.
5. Collect feedback, then invite the review. Your customer shares how it went and any comments — stored in Stacks. Everyone then sees a thank-you with a link to post their review on Google. If the feedback was unhappy, you're notified so you can reach out and make it right — while still giving every customer the same chance to review you publicly.

Good to know

• Everyone's invited to Google — no gating. Every customer shares feedback first (captured privately for you), then everyone gets the same invitation to post a public Google review. You're still flagged on unhappy feedback so you can follow up and make it right.
• You won't pester anyone. Stacks throttles review requests to once every 90 days per contact by default (adjustable from 1 to 365 days in Reviews → Settings). Bulk sends automatically skip anyone still inside that window — that's what the "skipped" number means.
• Contacts get tagged by sentiment. With auto-tagging on (the default), a response tags the contact — like happy-customer and brand-advocate, or at-risk and requires-followup — so your follow-up list builds itself.
• Get a heads-up on unhappy feedback. Add a mobile number under Owner Notifications in settings and Stacks will text you the moment someone leaves negative feedback (SMS setup required), on top of the email alert.

Frequently asked