BackAutomation · Workflows · Review Request Process
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Project·Multi-channel automation

Review Request Process

I built two coordinated HubSpot workflows that request customer reviews across Email and SMS, branch on sentiment, route positive responses to public review platforms, and route neutral or negative responses to the internal team for follow-up.

Contact-based workflow·Email review request

Workflow 1 · Review Request (Email)

Sends a review request email, branches on sentiment (positive / neutral / negative), and notifies internal team based on response.

Enrollment trigger
Contact enrollment · match ANY option
Option 1
Salesforce Campaign ID = "Send Review Request"
AND email is valid 👍
Option 2
Brand = TD AND First Deal Amount is known
AND email is valid 👍
Bad-email criteria: value contains none, hubspot, test, or is empty. Option 1 enrolls contacts SSA adds via Salesforce; Option 2 enrolls automatically when a first deal completes.
Action · Send email
Email #1 — "How was your experience?"
CTA buttons: 😊 Positive · 😐 Neutral · ☹️ Negative
Each button links to a tracked redirect (Step 3).
If / Then branch · Button clicked
Button Redirects
Routes contact by sentiment selected in email
Positive
Redirect
Thank-you page 😊
"We're happy you had a positive experience — please share it on Google."
Location-specific Google review buttons on page.
Neutral
Redirect
Feedback form 😐
"Tell us more about your experience — we'll make it better."
Delay
Until form response OR 1 day
Internal notification
Notify SSA + Leadership
Response received: include form comment + contact info
No response: send contact info only
Negative
Redirect
Feedback form ☹️
"Sorry about the negative experience — a team member will reach out."
Delay
Until form response OR 1 day
Internal notification
Notify SSA + Leadership
Response received: include form comment + contact info
No response: send contact info only
End of Email workflow
Contact-based workflow·SMS review request

Workflow 2 · Review Request (SMS)

Fallback path for contacts without a valid email — sends SMS, branches on reply text (Good / Okay / Bad).

Enrollment trigger
Contact enrollment · match ANY option
Option 1
SF Campaign ID = "Send Review Request"
email is 👎 · phone is 👍
Option 2
Brand = TD AND First Deal Amount known
email is 👎 · phone is 👍
SMS path catches contacts the Email workflow can't reach. Same "bad email" definition, but phone must be valid.
Action · Send SMS
SMS #1 — "How was your experience?"
Reply with: Good, Okay, or Bad
If / Then branch · Contact reply
Route by reply keyword
Replied Good
Action · Send SMS
SMS #2 — Positive
"We're happy you had a good experience!"
Includes Google review link.
Replied Okay
Action · Send SMS
SMS #2 — Neutral
"Sorry, there were issues with your experience. Someone will reach out."
Internal notification
Notify SSA + Leadership
Includes contact info
Replied Bad
Action · Send SMS
SMS #2 — Negative
"Sorry, there were issues with your experience. Someone will reach out."
Internal notification
Notify SSA + Leadership
Includes contact info
End of SMS workflow
Purpose
I designed this to capture more Google reviews from happy customers while quietly routing unhappy ones to internal follow-up — protecting public rating and closing the service loop.
Why two workflows
I run Email + SMS in parallel so no customer is missed. Enrollment filters ensure only one channel fires per contact based on which contact data is valid.
Downstream use
Positive responses drive Google review volume by location. Negative and neutral responses create internal notifications for SSA and Leadership to act on quickly.
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