ReviewRail SMS Consent & Feedback Workflow
ReviewRail helps businesses collect customer feedback following a recent appointment, transaction, or service experience.
ReviewRail sends messages only on behalf of businesses that have an existing customer relationship with the recipient.
Step 1: Consent Request
Before any feedback request is sent, the customer receives an SMS requesting consent.
Example:
“Hi [First Name], this is [Business Name]. We’d love your feedback on your recent experience. Reply YES to receive a feedback request, or STOP to opt out. Msg & data rates may apply.”
No feedback request messages are sent unless the customer affirmatively opts in.
Step 2: Customer Opt-In
The customer opts in by replying:
“YES”
Customers may also reply STOP at any time to opt out.
Step 3: Opt-In Confirmation
After the customer opts in, ReviewRail sends a confirmation message.
Example:
“Great, thank you! You’ll hear from us shortly.”
Step 4: Feedback Request
After a configurable delay determined by the business, the customer receives a feedback request.
Example:
“Hi [First Name], this is [Business Name]. Thanks for visiting us! How did we do?
Reply with a rating between 1–5, where 5 is best.
Reply STOP to unsubscribe.”
Step 5: Feedback Collection
Customers may respond with a rating between 1 and 5.
If a response is invalid, ReviewRail requests a valid rating before continuing.
Example:
“We were expecting a number between 1 and 5. Can you send a rating between 1–5?”
Step 6: Follow-Up Based on Rating
ReviewRail may send a follow-up message based on the customer’s rating.
Example:
“Thanks for the great rating! Would you mind providing some feedback on what you liked about the business? Reply with your feedback, or N to skip.”
Step 7: Review Request
For positive customer experiences, the customer may receive a request to leave a public review.
Example:
“Thanks for the great feedback! If you can, please leave us a review online:
[Review Link]”
Message Frequency
Customers receive messages only in connection with a recent customer transaction or service experience.
A typical sequence may include:
- Consent request
- Opt-in confirmation
- Feedback request
- Feedback follow-up
- Review request
- Up to two reminder messages if the customer does not respond
Message frequency varies.
Opt-Out
Customers may reply STOP at any time to unsubscribe from future messages.
No additional messages are sent after a successful opt-out request.
Help
Customers may reply HELP for assistance.
Additional Information
Privacy Policy:
https://reviewrail.app/policy/privacy-policy
Terms of Service:
https://reviewrail.app/policy/terms-of-service