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A review request sends a customer a short, tracked link to your Google review page. You can send them by hand from Reputation → Request reviews, or let a flow ask for you after a job is done. WhatsApp is the default and the one that performs — the message goes out on an approved template, so it arrives even when the customer hasn’t messaged you in days.

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Before you start

You need a connected Google Business Profile — the review link comes from it, and there is nothing to send without one. Until you connect, Request reviews shows sample numbers badged Preview and the send button is disabled with Connect your Google Business Profile to send review requests. Review requests are part of the Reputation & Reviews plan feature. Without it, both the connect button and the flow node are blocked.

Connect your profile

Connect a Google Business Profile before you send anything.

Plans

Check whether Reputation & Reviews is on your plan.

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Send requests by hand

1

Open Request reviews

Go to Reputation → Request reviews.
2

Pick the customers

Under Recipients, use Search contacts to add… to build the list. You can send to up to 200 contacts at a time.
3

Choose the channel

Pick WhatsApp, SMS or Email. Whichever you pick is the channel that sends — this is a send you asked for, so it isn’t filtered by your notification settings.
4

Choose which number it comes from

If you have more than one WhatsApp number connected, a Send from picker appears. It only shows for WhatsApp.
5

Send requests

Select Send requests. DMLY tells you how many went out and how many “couldn’t be reached on that channel.”
Every send is recorded under Recent requests with the contact, channel, date and status — even the ones that failed. The table shows the 50 most recent requests, so a full 200-contact send overflows it.

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Which channels actually deliver

  • WhatsApp — the request goes out on the Meta-approved dmly_review_request template, which delivers outside the 24-hour window. That matters: you usually ask for a review days after the last message, when a freeform reply would be blocked.
  • SMS — sends if you have SMS set up.
  • Email — available from the Request reviews tab only. The flow node cannot send email.
If you have more than one Google location connected, requests are scoped to the location selected in Switch location at the top of the page. With a single location, everything is shown.

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What marks a request Failed

A request is marked Failed when DMLY doesn’t know how to reach the contact on the channel you picked:
  • WhatsApp or SMS — the contact needs an identity on that channel. A contact with no WhatsApp identity cannot be asked on WhatsApp, whatever else is on their record.
  • Email — the contact needs a valid email address.
  • Opted out — a contact who has opted out is never sent a request, on any channel.
When a contact fails any of these, the request is marked Failed, nothing is sent, and the row is kept. Nothing is retried automatically — fix the contact or pick a different channel and send again. Passing all three isn’t proof a message went out. A request can be recorded as Sent and still deliver nothing — if the dmly_review_request template isn’t approved yet and the customer hasn’t messaged you in the last 24 hours, if the contact’s active channel is something other than WhatsApp (a contact who talks to you on Instagram, say, even though they also have a WhatsApp identity), or if Meta rejects the send. Your logs are where the real outcome is recorded.

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Read Opened — not Sent, Delivered or Responses

The Request reviews tab shows four numbers. Only one of them means what you’d expect:
  • Opened is real. It is counted by the tracked link (/r/<token>) in the message, which redirects to your Google review page and records the first open. No Google data is involved.
  • Sent counts request rows, not messages that went out. It includes the ones marked Failed — so the contacts DMLY just told you “couldn’t be reached on that channel” are inside the number. A row also counts as sent whenever the send didn’t raise an error, and a WhatsApp send can be dropped without raising one. Read it as “DMLY created the request and nothing errored”.
  • Delivered is stamped the moment DMLY hands the message off, not when the customer’s phone receives it. It equals Sent minus the requests that failed.
  • Responses is never filled in. It stays at 0 no matter how many reviews you get. (The 74 you see before connecting is sample data.)
To check whether your messages are landing, use Opened and your logs — those are the two that reflect what actually happened.
There is no link between a review request and the review that follows. To see whether reviews are actually landing, use Reviews and the rating trend there — not the Responses card.

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Ask automatically with the Request Google review node

Add a Request Google review step to any flow to ask without lifting a finger. It has two settings:
  • Send on — Contact’s active channel (the default), WhatsApp or SMS. On the default, DMLY sends on WhatsApp unless the contact’s active channel is SMS.
  • Review template — the WhatsApp template used for the request. Default review template uses the customer name, business name and review link. Hidden when Send on is SMS.
The node never stops a flow. Whether the request sends, is skipped or fails, the flow continues to the next step — so you can safely put it in the middle of a longer sequence. Every outcome is written to your logs, which is where to look when a request you expected never arrived. It is skipped when Reputation isn’t on your plan, when no Google Business Profile is connected, or when DMLY doesn’t have your review link yet.
Each successful send fires the Review request sent trigger. Use it to start a second flow — a polite nudge a few days later, or a tag on the contact.

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Route happy customers to Google

Asking everyone for a public review is how you collect one-star reviews. The shipped Post-chat CSAT → Google review template handles the sorting for you:
  1. An agent replies to a customer in the Inbox.
  2. An hour later, the customer gets a 5-point rating question on WhatsApp.
  3. ★ to ★★★ — the conversation is assigned to a person to put things right.
  4. ★★★★ or ★★★★★ — the customer gets a thank-you, then the Request Google review step.
Only the happy responders are ever asked publicly. The unhappy ones reach a human instead. Start from the template in Automation rather than rebuilding it — the star ratings are wired to the right branches already.
The template’s review step is set to Contact’s active channel, which for a WhatsApp conversation means WhatsApp. You don’t need to change it.
The Review link at the top of Request reviews is your raw Google review URL — Copy it into a receipt, a bio or a poster. It works anywhere, but it isn’t tracked: opens are only counted for requests DMLY sends.
You picked a channel the contacts can’t be reached on. Sending on WhatsApp to contacts who have never messaged you on WhatsApp fails for all of them. Check the contact has an identity on that channel, or send on the channel they actually use.

Reviews

Read and reply to the reviews you collect.

CSAT

How the rating question works and what it reports.