Reviews

How do review requests work?

A review request is a text asking a past customer to leave you a review. You build a campaign in the Campaigns section under Reviews: choose who to include, check the preview, and send. The messages go out from your own business number with a link to your review page, and every one of them ends with a line telling the customer they can reply STOP, which cannot be removed.

Review requests are a Pro plan feature, and your own number has to be approved before they can go out. Seeing and replying to your Google reviews and Facebook reviews is a separate thing, included on the Business and Pro plans. If you are on Pro and cannot see Campaigns in your account, email [email protected].

How do I connect my Google Business Profile?

Go to Settings, then Reviews, and choose Connect Google Business Profile. Sign in with the Google account that manages the profile and pick which location to monitor, from a desktop browser. Once it is connected, new Google reviews appear alongside your conversations and you can reply from HiveThread, with an AI drafted response ready if you want one.

There is one extra step that catches people out: paste your Google review link into the Review links section on the same page. Google does not hand that link to us, and without it a review request has nowhere to send customers. In Google Business Profile, open your profile and choose Ask for reviews to copy it. Facebook works differently: connect your Page under Settings, then Channels, and the link is worked out for you.

Are there limits on how many review requests I can send?

Yes, and they exist to keep you on the right side of both the carriers and your customers:

• The same customer is only asked once every 90 days, no matter which campaign they are in.
• Nothing sends between 9pm and 9am in your time zone. It waits for the morning.
• A single campaign can include up to 500 people.
• There is a cap on how many message segments campaigns can use in a billing period, and it is lower for a brand new account. HiveThread tells you before you send if a campaign would go past it.
• Anyone who has opted out, is blocked, or has no mobile number on file is skipped automatically.

These texts come out of your monthly allowance like any other message. If you need a higher limit, email [email protected].