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Outbound

Feedback collection.

Rings the customer the day after a completed job — a 30-second courtesy check-in that captures sentiment and surfaces reviews from happy customers.

Goal

Confirm the work was OK. Ask if anything needs follow-up. If they're clearly happy, ask once if they'd leave a review. If they're unhappy, capture the issue concisely so the team can follow up. Either way, the call stays brief — under a minute when they're happy.

Triggers

  • ServiceM8 reports a job completed yesterday (within tenant-configured eligibility window)
  • Feedback collection workflow is enabled for the tenant

What the AI does

  • Outbound disclosure + the reason ('just checking in after Bill came out yesterday')
  • Listens to their reaction and categorises sentiment (positive / neutral / negative) in their own words
  • Positive + enthusiastic: if a Google review link is set up, makes one soft review ask and texts the link if they agree — no link set up means just a warm thanks, no review ask
  • Negative or escalating: captures the issue without debate; offers a staff follow-up
  • Closes warmly with name + thanks (no robotic 'Goodbye')

What the AI won't do

  • Push for a review more than once
  • Ask for a review at all when no Google review link is configured
  • Read a review URL out loud — it texts the link instead
  • Argue about complaints — it captures, you handle
  • Drag the call past a minute when the customer's clearly satisfied

Tools available to the AI

send_review_linkschedule_callbacktransfer_to_staff

Tools are typed and bounded — the AI calls them, it doesn't define them. Each tool call is logged with an idempotency key, so retries never produce duplicates.

Success looks like

Steady drip of fresh Google reviews from happy customers. Complaints reach you the day after the job — not after a customer writes a 1-star review you can't undo.

Toggle

Dashboard → Workflows → Feedback collection · on/off. Add your Google review link under Team → Google review link to turn the review ask on; leave it blank and the call stays a courtesy check-in.

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