Update to Google’s review guidelines

Update to Google’s review guidelines Google recently updated their guidelines for requesting reviews. “Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”

Update to Google’s review guidelines In response to this, we’ll be removing the ability to check customer sentiment before leaving a review. Customers will now be sent directly to Google, or any 3rd party review site, to leave a review. There will be no changes to the existing SMS workflow, as it already complies with these guidelines—this only affects email requests.

Updated email requests Customers no longer filtered based on sentiment All customers will now be asked to leave a review Selected review sites will appear directly in email

Next steps No immediate action is required. Your account will be automatically migrated to this new workflow on May 9th. Existing email templates will remain the same. Existing email content will be replaced with new messaging that aligns with the direct workflow. If custom messaging is required, it will need to be changed back manually.

FAQ Can customers still be filtered by sentiment if I’m not requesting reviews on Google? No. The industry is moving away from this practice. To protect businesses, our software will be updated to align with this, and filtering will be removed for all review sites.