Reputation Management

Reputation helps you get more honest reviews and respond to them. You add each business location, send review requests by email or SMS, follow up automatically, and track what happened. This guide is for business owners, front-desk teams, and agencies managing client reviews. To connect Google and reply to reviews, see Google reviews and replies.

Before you begin

• Plan: Reputation is available on paid plans. Agency client workspaces (sub-accounts) can use it too.
• Review link: the public Google review link for each location. You can paste it, or connect Google to fetch it.
• A way to send: a connected email account for email requests, or an SMS-ready phone number for texts. See email accounts and phone outreach and compliance.
• Consent: only contact customers who had a real experience with you and agreed to hear from you on that channel.

Where to find it

Open Reputation in the sidebar:

Add a location

1. Open Reputation and select Add location.
2. Enter the Business name.
3. Paste the Public Google review link. This is optional now, but you need it to send review requests. You can also connect Google later to fetch it.
4. Select Add.

What you should see: the location appears in your list. Before sending anything, open the review link while signed out and on your phone. It should open the review form for the right location.

Send review requests

1. Select the location, then select Request reviews. (This button is available once the location has a review link.)

2. Enter one recipient per line, as Name, +country-code phone or Name, email. For example:

   Jane Cooper, +15125550142
   Mike Chen, [email protected]

   SMS numbers must use international format with + and the country code.

3. Fix any lines marked in red. The window lists each problem, such as Line 2: followed by the reason.

4. Select Send requests.

What you should see: a summary of how many requests were sent, how many failed, and how many were suppressed by 30-day cooldown. A request is suppressed when the same location already contacted that person on the same channel in the last 30 days. Suppressed requests aren't sent.

Keep requests honest

• Ask every eligible customer, not just the ones you expect to be happy.
• Don't offer discounts or gifts for reviews.
• Don't send unhappy customers somewhere different.
• Honor opt-outs and don't message too often.

Track your requests

Open Reputation → Requests.

• Filter by Location, Channel, Status, and From / To dates.
• The totals show Total, Sent, Unique clicked, Click rate, Failed, and Suppressed.
• Each row shows the Recipient (partly hidden for privacy), Clicks, First click, and Created date.

What the numbers mean:

• Sent means your email or SMS provider accepted the message. It doesn't prove it reached the inbox or phone.
• Clicked means the person opened your review link. It doesn't prove they left a review.
• Click rate is unique clicks divided by sent requests.

Google doesn't tell Spacebrain who wrote a review, so you can't match a review to a request.

Build a follow-up sequence

A sequence sends a request and up to a few polite reminders, and stops as soon as the person clicks.

1. Open Reputation → Sequences and select New sequence.
2. Enter a Sequence name, choose the Location (it can't change later), and a Timezone.
3. Under Steps, select Add step for each message. For each one, choose the Channel, set the Delay (minutes), and write the Email subject and Email message or the SMS message. The first delay starts at enrollment; each later delay starts after the previous step. For example, 120 minutes is 2 hours and 4320 minutes is 3 days.
4. Every message must include {link}. Use {name} to insert your business name. For example: Thanks for choosing {name}. We value your honest feedback: {link}
5. Select Save draft, then Preview timing to check when each step would send.
6. Select Activate when you're ready.

Enroll a customer

1. On an active sequence, select Enroll contact.
2. Enter the Recipient name, plus an Email address (needed for email steps) and/or SMS phone number (needed for SMS steps). Optionally add a Contact reference (optional) for your team.
3. Tick I confirm this contact is eligible, has consented to the selected channels, and was not satisfaction pre-screened.
4. Select Confirm enrollment.

The Enrollments list shows each person's current step, next send time, and why they stopped: Stopped after click, Cooldown suppressed, Delivery failed, Destination unavailable, or All steps sent.

Pause stops new steps from sending until you activate again. Cancel permanently stops one enrollment. Once anyone is enrolled, a sequence's steps can't be edited. Select Duplicate to create a new version.

Worked example: a dental clinic

Northside Dental adds its location and review link. The front desk sends requests at the end of each day by pasting that day's patients who agreed to texts. They also build a sequence: an SMS 2 hours after the visit and an email reminder 3 days later. When a patient clicks the first text, the sequence stops, so nobody gets nagged. Each week the manager checks Requests for failed messages and fixes wrong numbers.

If something goes wrong

FAQ

Can I send more than one request to the same person?

Not within 30 days for the same location and channel. Use a sequence for planned reminders.

Does a click mean I got a review?

No. It means the person opened your review link. Check Google for the review itself.

Can I change a sequence after people are enrolled?

You can rename it or change its timezone. To change the steps, select Duplicate and edit the copy.

Next step

Connect Google to see and answer your reviews: Google reviews and replies.