Review Tracking

How ReviewMe detects and matches customer reviews automatically

How Review Tracking Works

ReviewMe records tracking-link clicks and compares available reviews with your contacts. A click alone does not prove that someone left a review. A confirmed match stops further review requests for that contact; any configured thank-you steps can then run.

Every customer in a campaign gets a unique tracking link (e.g., reviewme.review/r/{token}). When included in your messages, this link:

  1. Redirects the customer to your Google Business Profile review page
  2. Registers the click, triggering review monitoring for that customer

What Customers See

The customer experience is seamless:

  1. They receive your SMS or email
  2. They tap the link
  3. Google’s review form opens directly
  4. They write and submit their review

No extra steps, no friction.

Review Detection

Connect your verified Google Business Profile in Settings > Review Platforms for paginated review ingestion, including updates to existing reviews. Platform health shows the last successful sync separately from a scheduled or failed attempt.

Without a connected Business Profile, Google Places can provide limited observation when configured. Places returns at most five reviews selected by relevance, so a new review may never appear in that feed. Yelp and Facebook destinations require manual review handling; a discoverable destination does not mean automatic ingestion is available. Reply posting requires the actual Business Profile review identity; a Places review cannot be posted to through that API.

Matching Signals

ReviewMe uses several signals to match a review to a contact:

  • Name matching — Comparing the reviewer name against the contact’s name
  • Timing — When the review was posted relative to when the link was clicked
  • Review activity — Checking for new reviews on your profile that weren’t there before the click

Confidence Scoring

Each potential match gets a confidence score:

Score Action
70-100% Auto-confirmed — the campaign stops for this contact
40-69% Flagged for manual review — you confirm or dismiss in your dashboard
Below 40% Not matched — the campaign continues

What Affects Confidence

  • Exact name match + posted within hours of click → Very high confidence
  • Partial name match + posted within 24 hours → Moderate confidence
  • Name doesn’t match but timing is right → Low confidence (could be the customer using a different Google account name)

Background Polling

Background checks run at the configured interval for supported sources. Connected Business Profiles provide the full paginated feed; the Places fallback remains limited even when polled more often. A failed attempt never counts as a successful sync.

Reviews left without a tracking click can appear as observed reviews and may need manual matching. Review uncertain matches before confirming them, especially when a customer uses a different Google account name.

Dashboard

The dashboard’s Review outcomes section filters by date, campaign, and channel. Dates use your organization’s timezone.

  • Sent → Delivered → Clicked → Confirmed counts distinct campaign enrollments with accepted messages during the selected dates, followed through the present. Multiple messages or receipt callbacks do not multiply an enrollment.
  • Observed reviews counts all reviews observed for your organization during the dates, independently of campaign and channel filters.
  • Attributed reviews counts exact confirmed matches to the selected message cohort.
  • Cost per confirmed review is available only when every included message has a known provider price in one currency. Missing prices or older records remain unavailable.

Use Pending Reviews to confirm or reject suggested matches. Older candidates without a known original review can be dismissed, but cannot be confirmed until there is an exact match.

Next Steps

← CampaignsMessaging →
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