The PSAI Com Portal is designed to be your single source for start-to-finish communication with leads, which includes requesting third-party reviews after a job has been completed. Follow the instructions below to request a review on Facebook, Google, Angie's List, Houzz, and more—without ever leaving the Com Portal.
In order to request a third-party review through the Com Portal, you'll first need to add that review site to your company's PSAI account. Get instructions on adding review sites here.
1. Open the Lead's Main Engagement Page
In your Com Portal, find the customer from whom you'd like to request a review. (Use our searching and filtering tips if you need some help!)
Click on the lead's name to open their main engagement page, as shown below.
Keep in mind that your review request will be sent via the same communication channel as the thread that you are currently viewing. In the example above, the review request would be sent via email. You can also request a review via SMS or via web chat if you are in an active chat conversation.
Alternate Method: Click the Pencil to Write a New Message
If you are not already on the lead's engagement page, you can instead start by clicking the pencil icon at the top of the lead queue. The pencil icon allows you to create and immediately send a new SMS or email to any lead, which can include a review request.
From the panel that pops up next, you can search for an existing lead or manually add a new lead contact if you're requesting a review from a customer that is not already in PSAI.
Once you've found your lead or added a new one, the rest of the instructions for requesting a review will be the same as below.
2. Click the Star Icon
Whether you're in the "new message" panel shown above or in the bottom of the dialogue box shown below, you can click the star icon to open the review request options.
Is the message box grayed out and the star icon unclickable? This means that this lead engagement has already been closed, and you cannot request a review from a closed lead. Learn more about what it means to "close" leads here.
3. Choose Your Preferred Review Site
Clicking the star icon will open a pop-up panel with all of your company's review sites. To send the review request, simply click on whichever site you'd like to request a review for.
You can only request a review from one site at a time. This keeps your customer from feeling overwhelmed and increases the likelihood that they'll actually take the time to leave you a review.
Want to add a review site to this list? Simply click the plus sign (+) next to "Review Request" at the top of the pop-up panel, and you'll be taken to the page where you can edit your company's current review sites.
By clicking the plus (+), you will be navigated away from the current page and onto your company's Review Sites settings. You will have to return to this lead manually—so if necessary, make note of who it is before you leave the page to add a new review site.
4. Optional: Write Your Own Message
When you click on a review site, the Com Portal will automatically populate a default message and a link. You can't edit the link text, but you can edit the default message. Simply delete it and type in your own note, as shown below.
5. Click "Send"
To send your review request, click the green "Send" button at the bottom. After you've sent the request, it will be recorded and displayed in the dialogue box, just like any other interaction.
That's it! You've now requested a review from the lead. Depending on the current engagement type, your lead will receive an email, SMS, or chat containing your message and review site link.
If the lead replies to your request, then this reply will flow back into the Com Portal. However, if the lead leaves a review on your third-party site without directly replying to your request, you will not get a notification in PSAI. Instead, check the review site independently.
A review request is often the final communication you'll have with a lead, at least for now. If you're ready to mark the current communication as complete, learn more about "closing" leads in the Com Portal.