How this works in Reputoo
Requests triggered by fulfilment, not schedule
The review ask goes out after the appointment or delivery completes. Timing is the largest single factor in response rate and it is the thing a disconnected reputation tool cannot get right, because it does not know when the service happened.
Ask about the experience before asking for the review
A short check on how it went, then route accordingly: happy customers get the Google link, unhappy ones get a recovery conversation. This is about resolving problems privately, not hiding them — you must never withhold the review link based on the answer, and platforms that do are in breach of Google's policy.
Happy customers become a remarketing segment
Positive responders are a tagged segment. They are your most receptive audience for referrals, loyalty and new-service announcements — and the segment most WhatsApp tools never build because reviews live elsewhere.
Recovery for the rest
A negative response opens a recovery ticket rather than ending the conversation, and the promotional suppression rules apply while it is open.
One contact record for both
Because the review and the messaging history attach to the same contact, "customers who left a five-star review and have not returned in 90 days" is a segment you can actually build.
