Reputation and Review Requests

Reputation helps your team request honest public reviews after a customer interaction. It supports Google, Trustpilot, and verified custom review destinations without treating any provider as the owner of your CRM data.

Where to configure it

Open Settings → Reputation:

/settings/reputation

The settings page shows request, delivery, failure, and tracked-click metrics plus two configuration areas: Destinations and Templates.

Destinations

A destination stores:

provider: Google, Trustpilot, or custom;
display name;
verified review URL;
optional external location ID;
cooldown in days;
active/default state.

For Google, use the official Get more reviews URL from the Business Profile. For Trustpilot, use a supported Company API invitation link, not a generic company profile URL.

Templates

Create separate email or SMS templates. Templates have a name, locale, channel, body, active/default state, and—when the channel is email—a required subject.

Include {{review_link}} so Leenops can insert the tracked redirect. Keep the wording neutral and request an honest review.

Sending a request

Open a CRM contact or company.
Choose Request review.
Select the destination, channel, template, and intended contact.
Preview the rendered message.
Send.

A company request always resolves to a real CRM contact. If a company has several contacts and no valid primary contact, choose the intended person instead of sending to a company-level email or phone field.

The same request service is available as an Automation action, so cooldown, consent, identity, and duplicate rules are consistent for manual and automated sends.

Delivery and metrics

Request history can show pending, sending, sent, delivered, clicked, failed, or suppressed states. Email and SMS provider callbacks update delivery evidence when available.

Clicked means the tracked Leenops link was visited. It does not prove that the customer submitted a review. Leenops does not claim a completed review without verified provider evidence.

Cooldown and duplicate protection

Cooldown and idempotency are enforced on the server. Repeating a request or retrying a network operation must not send duplicate messages. An administrator can configure destination cooldowns up to 730 days.

SMS requires a valid normalized phone number and current SMS consent.
Email requires a usable contact email.
Do not offer incentives for positive reviews.
Do not send only to customers who gave a high private score.
Do not hide or reroute negative feedback to manipulate provider ratings.
Follow local electronic-communication and review-platform rules.

Troubleshooting

Problem	Check
Request action has no recipient	Set a valid company primary contact or choose one explicitly
SMS is suppressed	Verify phone format and SMS consent
No template is available	Create and activate a template for the selected channel
Request is blocked	Check destination state and cooldown history
Click count changes but no review appears	A click is not a verified review submission

Reputation and Review Requests

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