Review Request Consent and Suppression Gate (Onboarding)
A checklist with 7 steps: Map every client touchpoint that produces a customer record before any review request goes out.
By InnovaAI ResearchPublished
What are the steps?
Review Request Consent and Suppression Gate (Onboarding)
- 01
Map every client touchpoint that produces a customer record before any review request goes out
List POS, booking system, CRM, and support desk sources, then note which fields each one captures and how often it syncs. A request sent to a record with no verified transaction is the fastest way to trigger a platform filter.
- 02
Confirm the legal basis for contacting each customer segment
Transactional consent covers a service follow-up in most jurisdictions, but promotional consent is a separate grant. Document which basis applies per segment so the client can answer a complaint without scrambling.
- 03
Build a suppression list from refunds, open disputes, and service failures in the last 90 days
A customer mid-complaint who receives a five-star prompt becomes a public one-star review. Suppression is not permanent; re-eligible after the issue closes and the client confirms resolution.
- 04
Set a per-customer contact cap and a cool-down window
One request per transaction, no more than two attempts total, with at least 5 days between them. Platforms like Reviewly report SMS open rates near 98%, which is exactly why over-sending gets a sender ID flagged.
- 05
Verify the sending domain and phone number are owned by the client, not the agency
Deliverability reputation follows the sender. If the agency sends from its own domain, a client's spam complaints degrade every other account on that domain.
- 06
Write the opt-out path into the first message and test it end to end
Send a live test, reply STOP, and confirm the record is suppressed across every connected platform within one sync cycle. Untested opt-outs are the most common audit finding in review programs.
- 07
Log the gate configuration in the client's account record with a review date
Record suppression rules, caps, and consent basis in one place, then schedule a 90-day review. Configurations drift when staff change, and the log is what makes the drift visible.