Customers & CRM

How to Customize the Review Collection Experience

Customize the review collection experience in Local Business Pro. Configure branching logic, follow-up questions, and redirects.

intermediate 5 min read reviews customize experience flow
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Quick Answer: Go to Account > Reviews, click Configure on the Review Experience Builder, customize the flow including branching logic and follow-up questions, then save.

What You Can Customize

  • Rating scale and format
  • Follow-up questions after rating
  • Redirect destinations based on rating
  • Thank-you messages
  • Video testimonial option

Configuring the Experience

  1. Navigate to Account > Reviews
  2. Find the Review Experience Builder card
  3. Click Configure
  4. A drawer opens with customization options
  5. Set up your rating scale preferences
  6. Configure branching logic (what happens after each rating level)
  7. Add follow-up questions if desired
  8. Customize thank-you messages
  9. Click Save to apply changes

Frequently Asked Questions

Q: What is branching logic?
A: Branching logic routes customers to different destinations based on their rating. For example, high ratings can redirect to Google Reviews, while low ratings go to a private feedback form.

Q: Can I enable video testimonials?
A: Yes, you can enable video recording in the review flow so customers can record video feedback.