Referrals and reviews

The referral form

The referral widget is for visitors referring someone else to you, rather than enquiring themselves. It is the second snippet in the Website widgets dialog on your Leads screen — see Capturing leads for how to copy and embed it.

It collects the referrer's name, email and phone, then the referred person's details, an optional message, and how you should handle it: Not specified, They're expecting you to reach out, or They'll contact you themselves.

Referrals arrive on your board with a Referral source and the referrer attached, so you can see who is sending you work — and the referrer badge links straight to their client record if they are one of your clients.

Referrals are also the most natural thing to reward. If you run a points program, awarding for a referral is a two-click job — see Awarding points.

Asking for a review

Review requests are sent from a workspace, so the request is tied to a real piece of work.

1. Open the workspace.
2. Open Workspace actions.
3. Choose Request a review.
4. Under Send to, tick the clients to ask.
5. Fill in what service you provided — e.g. Home loan refinancing, Tax return preparation…. There is a button to generate a suggested wording from that.
6. Send.

Each client gets their own link. You can also automate the chase — the Review follow-up trigger exists for exactly that.

The 14-day rule

A client who has been asked in the last 14 days is skipped, and you are told: Skipped 1 recipient: review already requested in the last 14 days. This is a floor you cannot turn off, and it is there to stop a client being nagged by two staff members who each thought they were the first.

What the client goes through

The review link is a three-step wizard, and the routing is the point of it.

Step 1 — "Would you recommend {your name}?" with Yes, I would / No, I wouldn't.

Step 2 — a star rating, 1 to 5.

Step 3 — depends on the first two answers:

• Recommend AND 4 stars or more — they are invited to write a testimonial and are sent on to your Google review page, so a positive experience lands publicly.
• Anything else — private feedback that comes back to you, and no Google prompt.

This is deliberate: it routes unhappy clients to a conversation with you instead of to a public one-star review, while still making it easy for happy clients to leave one where it counts.

Google reviews only open if your Google Business Profile is connected. Without it, a positive review simply submits as a testimonial and no tab opens.

Why a request might not send

Review requests skip with a plain-English reason rather than failing silently:

• They were already asked for a review in the last 14 days
• That client has no email address to send a review request to
• No client on this workspace to ask
• A review request has to be started by a person — this run has no starter to credit it to

For automated follow-ups chasing an unanswered request, you may also see They already left their review — no need to chase, That review link has expired, or That review request was withdrawn.