इस पेज पर
You need GoHighLevel Starter ($97/mo) plus SMS and email usage costs.
Key points
- Trigger: appointment status changes to Completed
- Includes: SMS, optional private feedback form link, email follow-up
- Plan: GoHighLevel Starter or higher
Before you start
- GoHighLevel account, any plan (Starter at $97/mo works)
- Google Business Profile connected to your GHL sub-account
- A2P 10DLC campaign approved for your phone number
- Appointments booked through GoHighLevel Calendars
Step 1: Set up the calendar trigger
In Automation, create a new workflow from scratch. Add the trigger Appointment Status and set it to Completed. In the trigger settings, choose which calendar this workflow applies to. If you run multiple service types, create one workflow per calendar so the messaging can be specific.
Tip: set a filter so the workflow only fires for contacts who have not already left a review. You can do this by adding a contact tag "review-sent" after Step 3 and adding a filter to the trigger that excludes contacts with that tag.
Step 2: Add a short wait before the first message
Add a Wait action and set it to 30 to 60 minutes. This small gap lets the customer finish their session, drive home, and settle before your message arrives. Messages sent immediately after a medical appointment or a long service call often feel intrusive.
Step 3: Send the SMS review request
Add a Send SMS action. Use a warm, personal tone. Here is a template:
After the SMS action, add a tag: "review-sent." This prevents the workflow from running again on repeat customers who have already received a request.
Step 4: Alert your team when a customer replies
Add a Wait for Reply action set to 24 hours. When any reply comes in, send an internal notification to your team so a person can answer it.
Put an optional private feedback form link in the same SMS as the review link, so every customer can choose either. Never use a reply or a score to decide who receives the review link. Everyone gets the same review request.
See the private feedback guide for the full private feedback form setup.
Step 5: Email follow-up after 48 hours
Add a Wait of 48 hours. Then add an If/Else that checks the Link Clicked condition for your review URL.
- Clicked: end the workflow. They have already visited the review page.
- Not clicked: send a short email. Subject: "Quick request, [First Name]." Body: two sentences max, the review link, and a genuine thank-you.
Step 6: Test before going live
Create a test contact with your own phone number and email. Set a test appointment and mark it complete. Shorten the wait times to 5 minutes for testing. Verify:
- SMS arrives with the correct review link
- Any reply triggers the internal notification
- No click on the review link leads to the email follow-up
- Clicking the link stops the email from sending
- The tag "review-sent" appears on the contact
Once all five checks pass, restore the real wait times and set the workflow to Active.
Troubleshooting
- Workflow fires for cancelled appointments. Double-check your trigger filter. The status must be set to "Completed" only, not "Any Status Change."
- The review link is blank. Reconnect your Google Business Profile under Settings, Integrations. The custom value only populates after a successful connection.
- Customers get duplicate messages. Make sure the "review-sent" tag filter is on the trigger. Without it, repeat customers who book a second appointment will re-enter the workflow.
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