How do I send thank-yous and ask for reviews?
Send an automatic thank-you after each visit and a follow-up email asking for a review — on Google, Tripadvisor or anywhere else — a few days later.
Switch on an automatic post-visit thank-you and a review follow-up in Settings → Customer notifications, under Post-visit & engagement.
Both features are Available on Pro plan and above. Only Owners and Admins see this page. These messages count towards your marketing email allowance (not your booking-email allowance), because they're relationship messages rather than confirmations.
Send a thank-you after each visit
- Go to Settings → Customer notifications and open Post-visit & engagement.
- Under Post-visit thank you, switch on Send a thank-you for Email and/or SMS. It sends after the booking is marked as cleared.
- Pick the email timing underneath — immediately after is available to every plan with the feature; the delayed options (30 minutes to 24 hours after) are a Complete feature. Whatever timing you pick, customers are never messaged overnight: anything that would land between 9pm and 9am (your venue's local time) waits until 9am.
- Pick Where customers leave reviews — Google, Tripadvisor or Somewhere else. The link field's label, its help text and the review buttons' wording in your emails all follow your choice, so a Tripadvisor venue never sends a "Review us on Google" button.
- Paste your review link underneath — for Google, find it in your Google Business Profile under "Ask for reviews" (it typically looks like g.page/r/XXXXX/review); for Tripadvisor, use your listing's "Write a review" address. The thank-you email's button uses it.
- Click Save changes.
Ask for a review a few days later
- Under the review follow-up section (it's named after the destination you picked — Google review follow-up for most venues), switch on the ask-for-a-review row. This is a second email, sent a set number of days after the booking finishes — email only.
- Pick the delay: 1, 2, 3, 5 or 7 days after the booking (the default is 2 days). Each customer is asked at most once every 90 days, however often they visit — repeat regulars aren't pestered after every meal.
- Choose a Tone — Friendly, Professional or Casual — to set the email's style.
- Make sure the review link above is filled in — the page shows a red warning if it's missing, because without a link this email never sends.
- Click Save changes.
The review request does not wait for anyone to clear a table. Its countdown starts when the booking's time is up (its start time plus its length), so a venue that only uses ResoFlow as a diary still gets its reviews. Nothing is sent for a booking you cancelled, or for one you marked as a no-show yourself. A booking that ResoFlow marked as a no-show automatically is still asked — nobody at the venue ever said that customer failed to come, so it would be wrong to assume it. Requests only send during sociable hours: anything that would land between 9pm and 9am (your venue's local time) waits until 9am.
What the customer sees
The customer gets your thank-you once you mark their table as cleared; the review request follows a few days later, on its own timer, with a button to your review page. Edit both emails' wording (with a live preview) in Email templates — the editor shows exactly where the review button points and links back here to change it; the toggles here and the wording there live on different pages by design.
Related: How do I send birthday messages (with an offer)? · How do I send welcome and win-back emails? · How do I edit the emails customers receive? · What can ResoFlow marketing do (and what does it cost)?