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You need at least the Starter plan ($97 per month) plus SMS usage costs.
Key points
- Trigger: appointment completed or job tagged as done
- Sequence: SMS within the hour, email follow-up after 48 hours if no click
- Plan needed: GoHighLevel Starter ($97/mo) or higher
What you need before you start
- A GoHighLevel account on any plan (Starter at $97/mo is enough)
- A verified Google Business Profile for your location
- An A2P 10DLC registered phone number (required to send business SMS in the US)
- Time: plan for two to three hours the first time
Difficulty: beginner to intermediate. No coding required. You will use GoHighLevel's visual workflow builder.
Step 1: Connect your Google Business Profile
In your GoHighLevel sub-account, go to Settings then Integrations. Find Google and click Connect. Sign in with the Google account that owns your Business Profile. Once connected, GoHighLevel can pull your Google review link and will surface new reviews inside the Reputation tab.
If your business has more than one location, connect each location separately inside its own sub-account. See the multi-location review management guide for a snapshot-based approach.
Step 2: Create the review-request workflow
Go to Automation, click Create Workflow, and start from scratch. Name it something clear like "Review Request After Appointment."
Choose your trigger. Two common options:
- Appointment Status Changed to Completed (works if you book via GHL Calendars)
- Tag Added where the tag is something like "job-complete" (works if your team tags contacts manually after finishing a job)
Add a small Wait action of 30 to 60 minutes after the trigger. This gives customers time to arrive home before the message lands.
Step 3: Write and send the SMS review request
Add a Send SMS action. Write a short, personal message. Here is a template that works well:
Use the {{reputation.review_link}} custom value. GoHighLevel fills it with your direct Google review URL automatically. Keep the message under 160 characters so it sends as a single segment and costs less.
Step 4: Add a 48-hour wait and an email follow-up
After the SMS, add a Wait action set to 48 hours. Then add an If/Else condition that checks whether the contact clicked the review link (use the "Link Clicked" condition tied to your review URL).
- If they clicked: end the workflow. They have already seen the review page.
- If they did not click: send a short follow-up email with the same link and a slightly different subject line.
One follow-up is enough. Do not send more than two requests total or you risk coming across as pushy.
Step 5: Test the workflow before going live
Create a test contact using your own mobile number and email address. Fire the trigger manually (add the tag or change the appointment status). Check that:
- The SMS arrives within a few minutes of the trigger
- The review link in the SMS opens your Google Business Profile review form
- The email follow-up appears in your inbox after the wait period (shorten the wait to 5 minutes for testing)
- If you click the link, the email branch does not fire
Once all four checks pass, toggle the workflow to Active.
Troubleshooting
- The SMS is not sending. Check that your A2P 10DLC campaign is approved and that the contact has SMS opted in. Unapproved numbers or opted-out contacts will silently fail.
- The review link is blank in the SMS. Your Google Business Profile integration may have disconnected. Go to Settings, Integrations, and reconnect your Google account.
- The email follow-up fires even when the contact clicked the link. Make sure the If/Else condition is checking the exact URL you used in the SMS. A shortened link and a full link are treated as different URLs.
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