Appointment Reviews
Reviews collects client ratings after a completed appointment sale. Each review belongs to an Appointment and can include a one-to-five-star rating and written comment.
Open Reviews from the Operations section of the sidebar.
Setting up review requests
Section titled “Setting up review requests”The Reviews page can provision a Thank you for visiting automation.
- Open Reviews.
- Select Preview email to check the message in English or Arabic.
- Select Set up now.
- Workstation creates an active workflow with:
- Trigger: Appointment checked out
- Action: Send review request
- Review or customize the workflow in the automation editor.
Creating the automation requires Workflow create permission. Once it exists, the Reviews page shows that the Thank you for visiting automation is on, with Preview email and Manage automation. Managing it requires the matching Workflow permissions.
The setup action is idempotent: if the workspace already has the review workflow, Workstation reuses it instead of creating a duplicate.
Email language and branding
Section titled “Email language and branding”The review email uses the Email language set under Settings → Appointments → Online booking. That field appears once Your booking page is turned on. The Reviews preview can switch between English and Arabic without changing the saved setting.
The real email uses the client, appointment, location, and workspace branding. When there are no appointments yet, the preview uses sample visit data.
Client review flow
Section titled “Client review flow”After checkout, the workflow emails a secure review link. The client opens a public page, taps a star rating, can add an optional comment (up to 2,000 characters), and selects Submit review.
Each appointment can have one review. The client can come back to the same link and Update review for 30 days. The link doesn’t accept reviews for cancelled visits or visits that are not completed yet.
A review is connected to the original Appointment so staff can return to the booking from the review card, which also shows the location.
When Client Loyalty is on, the Leave a review earning rule can award points for the first review of each appointment.
Reviews are kept inside the workspace; they are not shown on the public booking page.
Review summary
Section titled “Review summary”The Reviews page shows:
- Average rating
- A rating label: Excellent, Great, Good, Okay, or Poor
- Total review count
- Rating distribution from one to five stars
The summary counts published reviews only.
Use filters to narrow the list by:
- Rating
- Reply status — Replied or Not replied
- Visibility — Published or Hidden
Replying
Section titled “Replying”Select Reply on a review, write the business response, and select Save reply. Use Edit reply to change it; saving an empty reply clears it.
Keep the reply specific to the client’s visit. Operational follow-up that should remain private belongs on the Contact, Appointment, Ticket, or internal Comments instead.
Moderation
Section titled “Moderation”The review menu supports:
- Hide review to keep it in the workspace but mark it hidden
- Publish review to restore a hidden review
- Delete to remove the review
Delete takes effect straight away, without a confirmation step. Hiding is preferable when the team may need the history later.
Troubleshooting
Section titled “Troubleshooting”If review requests are not being sent:
- Confirm the Thank you for visiting automation exists and is active.
- Confirm the appointment was checked out, not only marked Completed.
- Confirm the appointment has a client email address.
- Preview the email to verify workspace branding and language.
- Review the workflow execution history for errors.