Milestone · Request · Retry · Click · Reputation
GoHighLevel Review Request Workflow
Build a review-request workflow that asks the right customers at the right milestone, uses HighLevel's native Review Request action, controls email/SMS cadence through Reputation settings, recognizes review-link clicks and hands incoming review activity into the right reputation process.
A GoHighLevel review request workflow must decide when the customer reached a review-worthy milestone, whether the contact belongs in the audience, which channel should run and what event should stop or change the sequence.
We build that logic around customer lifecycle data rather than sending requests from unrelated lead or sales events.
A review request lifecycle
Workflow Intent
Review Request Workflow is the implementation layer beneath broader review automation
The GoHighLevel review automation page covers the broader review lifecycle and reputation strategy. This page is narrower: it focuses on the HighLevel workflow that starts from an eligible customer event, runs the Review Request action and controls the workflow state around that request.
The workbook defines the topic-specific lifecycle as **review request → review received**, supported by CRM context, communication history, workflow actions, tracking, reporting and the next lifecycle step.
The request workflow should not become the place where every reputation-management process is forced to live. Once a public review exists, monitoring, response and reputation operations can continue in their own workflows and service pages.
Eligibility Milestone
Trigger requests after a meaningful customer outcome
Completed appointment
A Showed or completed appointment can be a valid trigger when the business experience being reviewed was actually delivered at that appointment.
Onboarding milestone
A completed customer onboarding workflow can hand eligible customers into a later review request when onboarding itself is the appropriate experience to evaluate.
Service completion
Use a reliable field, tag, opportunity state or integration event when service delivery occurs outside the appointment calendar.
Confirm the contact is a customer
Exclude leads who never purchased, cancelled cases and customer states where a public-review request does not match the business process.
Avoid repeated entry
Track whether the same milestone or service has already produced a review request so re-entry does not generate duplicate request sequences.
Ask while the experience is relevant
The trigger should occur after value is delivered but early enough that the customer can still recall the experience being reviewed.
Review Request Action
Use HighLevel's native Review Request action for the actual request
HighLevel provides a dedicated Review Request workflow action. The action can send a review request through configured channels such as email or SMS, while the request message is managed through Reputation settings. When a contact has an assigned user, HighLevel documents the workflow Review Request action as a way to send the request on behalf of that assigned user.
The native request system connects the message to the location's Review Link, request settings and tracking.
For businesses that need a more specialized request service outside this workflow page, GoHighLevel review request automation can own the broader automated request program.
Email & SMS
Configure the request channel in Reputation settings, not in competing workflow logic
Use richer branded request content
Email Review Requests can use configured templates and Review Link elements. The request timing and retries are controlled from Reputation settings after the workflow action is triggered.
Keep the request concise and actionable
SMS Review Requests can use a personalized message and review link, with the native request cadence configured in Reputation settings.
We avoid mixing the native retry system with an unrelated email workflow or SMS workflow that sends its own duplicate review reminders. One system should own the cadence.
Request Cadence
Let Reputation settings own native review-request timing and retries
HighLevel's current Review Request messaging settings allow the location to configure when the first request sends after the Review Request action, how often it repeats and the maximum retry count. HighLevel documents the repeat behavior as continuing until the customer clicks the review link or the retry limit is reached.
The workflow trigger can represent the customer milestone while Reputation settings handle the request sequence, preventing competing reminder cadences.
If the business deliberately uses custom message actions instead of the native Review Request system, we document that as a separate architecture rather than leaving both systems active at the same time.
Review Link Click
Use Review Request Clicked when the workflow needs a contact-level interaction goal
HighLevel's Goal Event action currently includes **Review Request Clicked**. The goal can complete when a contact clicks a review-request link, and it can be narrowed by channel or a specific review link when needed.
This gives the contact workflow a direct interaction signal. For example, a workflow can stop additional custom follow-up, update a tracking field or move the contact to a later step once the review-request link has been clicked.
A click is not a confirmed public review; it only proves interaction with the request link.
Review Received
Treat incoming public reviews as a separate reputation event
- New Review ReceivedHighLevel can start a workflow when a new Google or Facebook review is received.
- Source filtersThe reputation workflow can distinguish review sources where supported.
- Rating filtersDifferent ratings can start different internal alerts or response processes.
- Spam filtersThe incoming-review trigger supports spam-state filtering for review operations.
- Contactless behaviorHighLevel documents this trigger as contactless, so it should not be treated as proof that a particular CRM contact submitted the review.
- Reputation handoffOnce the review exists, GoHighLevel review management and reputation workflows can own monitoring and response.
Stop & Route Logic
Define what changes the request workflow after the first send
| Event | Workflow Decision | Next State |
|---|---|---|
| Review Request action triggered | Which native channel and cadence apply? | Reputation settings control first-send delay and retries. |
| Review link clicked | Should contact-level request follow-up stop or advance? | Use Review Request Clicked goal where the workflow needs a click-based transition. |
| New public review received | What source, rating or spam logic applies? | Start a separate reputation workflow; do not assume a specific CRM contact authored it. |
| Customer enters excluded state | Should the contact still receive review outreach? | Stop or suppress the request path when the business rule requires it. |
| Request fails | Does the contact have a valid channel and data? | Review delivery state, contact data and request configuration before retrying. |
| Request cycle completes | What reporting or customer lifecycle comes next? | Record outcome and return the contact to the appropriate customer process. |
CRM Context
Keep review eligibility connected to the real customer lifecycle
Review requests should follow customer state, not a generic timer disconnected from the CRM. A customer in active onboarding may not be ready yet. A completed service or showed appointment may be appropriate. A cancelled case or unresolved issue may require a different customer-success process first.
We connect request eligibility with GoHighLevel customer automation and GoHighLevel contact management so fields, tags and lifecycle values remain understandable outside this workflow.
The workbook explicitly maps review-request workflow data to reporting and optimization, with implementation, testing and measurable business outcomes rather than treating the workflow as an isolated message sender.
Reputation Handoff
The request workflow ends where broader reputation operations begin
The review request workflow creates the ask. After review activity appears, GoHighLevel reputation management can own review monitoring, team processes, review destinations and reputation operations. GoHighLevel review monitoring can focus specifically on tracking incoming review activity.
Where the business needs automated follow-up based on rating or review source, the incoming-review workflow can use the New Review Received trigger. Response strategy itself belongs with GoHighLevel review response rather than being buried inside the original request sequence.
Testing
Test the milestone, request settings, click goal and reputation handoff
We test an eligible customer, an excluded customer, a contact with missing email or phone data, a review-request link click and a completed request cycle. The purpose is to verify that the correct customer enters, the expected request channel sends, retries are not duplicated by another workflow and the click path behaves as intended.
We test the separate New Review Received workflow independently because it is contactless. Source, rating and spam filters should route reputation actions without pretending the event identifies the original CRM contact.
For the general implementation standard, GoHighLevel workflow setup covers triggers, filters, actions, testing, publishing and post-launch QA across the Workflows silo.
Review Request Metrics
Measure the path from eligible customer to review interaction and reputation outcome
We connect these outcomes with GoHighLevel reporting and reputation reporting so the request workflow is evaluated by eligibility, interaction and review outcomes rather than only how many messages were sent.
Implementation
How we build a GoHighLevel review request workflow
Define eligibility
We map the customer milestone, exclusions, review destination, contact data and lifecycle state that should trigger the request.
Configure request logic
Workflow trigger, filters, Review Request action, Reputation templates, cadence, click goal and routing are configured.
Test request paths
We validate eligible and excluded customers, email/SMS behavior, retry ownership, link-click goals and incoming-review reputation logic.
Measure and optimize
Request volume, clicks, retry use, incoming reviews, ratings and errors guide timing and workflow improvements.
Common Failure Points
Avoid duplicate cadences and false assumptions about review completion
Common mistakes include triggering requests before a meaningful customer milestone, asking leads who never became customers, running native Review Request retries and separate workflow reminders at the same time, using poor contact data, allowing duplicate re-entry and treating a review-link click as proof that a public review was submitted.
Another important mistake is using New Review Received as though it identifies the customer who wrote the review. HighLevel documents that review-received workflow trigger as contactless, so it is more appropriate for reputation actions based on review source, rating or spam state.
The workflow should therefore keep three states distinct: **request sent**, **review link clicked**, and **new public review received**. Each is useful, but they are not interchangeable.
Common Questions
GoHighLevel review request workflow FAQs
What is a GoHighLevel review request workflow?
It is a HighLevel workflow that starts from an eligible customer milestone, uses the native Review Request action and coordinates timing, review-link interaction and the handoff into broader reputation processes.
How does a GoHighLevel review request workflow work?
A customer event starts the workflow, filters confirm eligibility, the Review Request action triggers the configured request, Reputation settings control native timing and retries, and later click or review events can feed the appropriate next process.
What should trigger a review request workflow?
The trigger should represent a genuine delivered customer experience, such as a completed appointment, completed onboarding milestone, finished service or another reliable customer-completion event.
Can HighLevel send review requests by email and SMS?
Yes. The Review Request workflow action supports configured review-request channels including email and SMS, with message templates and related request settings managed in Reputation.
Can HighLevel repeat review requests automatically?
Yes. Reputation settings can define first-send timing, repeat interval and maximum retries. HighLevel documents native recurring review requests as repeating until the review link is clicked or the configured retry limit is reached.
Can a workflow detect when a customer clicks the review request link?
Yes. Goal Event includes Review Request Clicked and can detect a review-request link click by channel or, where configured, a specific review link.
Can New Review Received stop a specific contact's request workflow?
Not reliably as a contact-specific rule. HighLevel describes the review-received trigger as contactless, so the event should be used for reputation logic rather than assuming it identifies the CRM contact who submitted the review.
What is the difference between review request workflow and review automation?
Review Automation is the broader review and reputation service. Review Request Workflow is the narrower Workflow Builder implementation for eligibility, triggering the native request, request interaction and workflow handoff.
What should you track for a GoHighLevel review request workflow?
Useful measures include eligible contacts, workflow enrollment, requests, retries, link clicks, new reviews, review source and rating, delivery or workflow failures and overall reputation outcomes.
Do you build and optimize GoHighLevel review request workflows?
Yes. We plan, configure, test, troubleshoot and optimize review-request workflows including milestone triggers, Review Request actions, email/SMS settings, retry cadence, click goals, reputation routing and reporting.
Ask For Reviews At The Right Customer Milestone
Build one controlled path from customer completion to review request and reputation handoff
We can map your eligibility event, configure the native Review Request action, set email/SMS templates and cadence, add review-link click goals, separate incoming-review logic and test the complete workflow before launch.