Review Request Trigger Map (Onboarding)

Review Request Trigger Map (Onboarding)

1. 01

   Inventory every client touchpoint that produces a completed transaction or milestone

   List order fulfillment, service completion, project sign-off, and support ticket closure. Each becomes a candidate trigger, and the list is the raw material for the rest of this sequence.

2. 02

   Rank triggers by proximity to a positive customer moment

   A delivery confirmation lands closer to satisfaction than a billing event. Score each trigger on how recently the customer felt the value they paid for.

3. 03

   Define the send window for each trigger in hours, not days

   Most platforms in this category, including Trustmary and Boast, support delay offsets. Set a default of 2 to 24 hours post-event and document the reasoning so the client can adjust later.

4. 04

   Select the channel mix per trigger and record the fallback

   Email suits post-purchase requests; SMS fits service businesses with high open rates. Junip and Loox both run email-first flows with SMS as an optional second touch.

5. 05

   Map suppression rules before the first send goes live

   Exclude customers who reviewed in the last 90 days, open support escalations, and anyone who opted out of marketing. Skipping this step is the fastest way to generate complaints that reach the client's inbox.

6. 06

   Build the request copy as a template the client can edit without breaking merge fields

   Lock the variable syntax and leave the body text open. Clients will rewrite the subject line within a week of launch, and a broken merge field produces a blank first name in every send.

7. 07

   Run a live test against a staff email and a staff phone number for each trigger

   Confirm the request arrives, the collection page loads on mobile, and the submission lands in the moderation queue. Document the test date in the client's onboarding file.

8. 08

   Set the review cadence for trigger performance in the first 30 days

   Pull response rate per trigger at day 7, 14, and 30. Triggers below a 5% response rate get rewritten or retired before the retainer moves into steady-state delivery.