Editable review messages and every location you run

Two things about review automation used to be fixed: what the message said and which Google listing it pointed at. Both are now yours to set.

Your Wording, Not Ours

The review request and the reminder are now proper templates, sitting alongside Quote Sent and Booking Reminder in Settings → Templates. There are four of them:

• Review Request (Email) and Review Request (SMS), sent after a completed job or a paid invoice
• Review Reminder (Email) and Review Reminder (SMS), sent when the customer has not responded

Rewrite the subject, the greeting, the ask, all of it. The one rule is that the {review.link} placeholder has to stay in each template, because that is the customer's own link. Cooledge will not let you save without it. Until you edit one, it keeps the wording it always had.

The reminder also got more useful. It now goes out whenever Follow-up is switched on: by SMS when the customer has a mobile number, otherwise by email. It used to be SMS or nothing.

More Than One Location

If your Google account manages several listings, you can connect them all.

• Connect as many as you like. Tick them during setup, or add one later with Add location on Marketing → Reviews. Remove one just as easily.
• Split the requests how you want. The Review link routing card on the Automation tab gives each location a weight. 50 and 50 is even, and 75 and 25 sends three requests north for every one south. Set a location to 0 to take it out of the rotation without disconnecting it.
• See which is which. The Reviews tab gets a Location filter, and every review, feedback item and scheduled request carries a location pill.
• Point your widgets at the right shopfront. Each review widget can show one location, several or all of them, and the embed widget's Leave a Review button can be pinned to a specific listing.

Whichever location a customer's link points at is decided the moment the request is created, so changing the weights never moves a link that has already gone out.

How It Works

1. Settings → Templates to rewrite any of the four review messages.
2. Marketing → Reviews → Overview to add or remove Google locations.
3. Marketing → Reviews → Automation to set the split.

Read the guide →

Why It Matters

A review request that sounds like you gets answered more often than one that sounds like software. And if you run two shopfronts, the reviews now land on the listing that actually did the work, which is what local search rewards.