Clients can review an appointment once it's Completed. Each review has three star ratings, for the service, the team member and the location, plus an optional written review. A client can leave one review per appointment.
There are two ways a client gets to the review form:
- From their account. When Collect Reviews is on, a Leave Review button appears on completed appointments in the client's account on your booking site.
- From a review link. You send the link by hand or with an automation. The client doesn't need to sign in.
New reviews start out hidden. They appear on your booking site only after you approve them. See Approve and reply to reviews.
Before you start
- Changing review settings needs the Super Administrator or Owner role.
- Require Written Review is available on the Accelerate plan and above.
Turn on review collection
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Step 1 of 4
Open the review settings
Go to Settings › Appearance › Reviews.
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Step 2 of 4
Turn on Collect Reviews
In the Reviews card, turn on Collect Reviews. This allows clients to leave reviews after completing an appointment.
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Step 3 of 4
Decide whether a written review is required (optional)
Turn on Require Written Review if clients must write something, not just pick stars. When it's off, the text is optional.
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Step 4 of 4
Save
Click Save.
You will see:Clients who sign in to your booking site see Leave Review on their completed appointments that don't have a review yet.
Send a review link for one appointment
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Step 1 of 3
Open the appointment's actions
On the Appointments page, open the â‹® menu on a completed appointment. You can also right-click the appointment on the calendar.
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Step 2 of 3
Create the link
Choose Share › Review. The option only appears for completed appointments.
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Step 3 of 3
Share it
The Share Review Link dialog gives you a short link, the full link and a QR code. Copy a link and send it to the client, or let them scan the code at the front desk.
Ask for reviews automatically
Use an automation to send a review link after every visit:
- Create an automation with the appointment Completed trigger.
- Add a Wait/Delay step if you'd like to ask a few hours later.
- Add a Send Notification step to the client and insert the Review Link variable from Action Links.
See Build an automation from scratch and The Send Notification step explained.
If you've connected Google Reviews, review links for that location open your Google review form instead of the Softalon form. The Leave Review button in the client's account still uses the Softalon form.
If something is off
The client says the review link shows an error
Reviews can only be left for completed appointments, and only once per appointment. Check that the appointment is marked Completed and doesn't already have a review.
Clients don't see Leave Review in their account
Check that Collect Reviews is on, and that the appointment is Completed with no review yet.
A new review doesn't show on my booking site
New reviews need your approval first. Approve it on the Reviews page.
Common questions
No. The setting controls the Leave Review button in the client's account. Review links you send keep working for completed appointments.