# Review Generator — SMS Templates
## Reputation Rocket Module | All Customer-Facing Messages
## Version: 1.0.0 | ReceptionistAI

---

## Template 1: Initial Review Request

**Template name in GHL:** `RR - Review Request`
**Fires:** 2 hours after job completion trigger
**Workflow:** RR-01 Step 3

```
Hi {{contact.first_name}}, it's {{custom_field.technician_name}} from {{contact.company_name}}. Thanks for having us today for your {{custom_field.job_type}}.

We'd love to know how we did — it takes 10 seconds: {{rating_page_url}}

Thanks, {{custom_field.technician_name}}
```

**Character count:** ~230 characters (1.5 SMS segments — stays within 2 credits)

**Merge tag reference:**
| Tag | Source | Example |
|---|---|---|
| `{{contact.first_name}}` | GHL contact record | Sarah |
| `{{custom_field.technician_name}}` | Custom field set at deploy | Jake |
| `{{contact.company_name}}` | Sub-account company default | Precision Plumbing |
| `{{custom_field.job_type}}` | Custom field from webhook | hot water system repair |
| `{{rating_page_url}}` | Set in template after funnel published | https://ghl.link/rate-precision |

**Fallback behaviour:**
- If `first_name` is blank: GHL uses "Hi there" automatically
- If `technician_name` is blank: Replace with business name for sign-off
- If `job_type` is blank: Replace with "your recent job"

**Tone notes:**
- Warm, direct, personal — sounds like it came from the technician
- No corporate language, no urgency pressure
- "10 seconds" is honest and non-demanding
- Technician name in both greeting and sign-off builds personal connection

---

## Template 2: 4-5 Star Response — Google Review Push

**Template name in GHL:** `RR - 5Star Google Push` (inline in Workflow 2)
**Fires:** Immediately after 4 or 5 star rating submitted
**Workflow:** RR-02, Branch YES (Step 2a)

```
Thank you so much, {{contact.first_name}}! We genuinely appreciate you taking the time.

If you have 30 seconds, it would mean the world to us if you shared that on Google — it helps other families find a tradesperson they can trust:

{{custom_field.google_review_link}}

Thanks again, {{contact.company_name}} Team
```

**Character count:** ~290 characters (2 SMS credits — acceptable for a warm conversion message)

**Why this works:**
- Gratitude first, ask second
- "It would mean the world to us" is authentic — not salesy
- "Helps other families find a tradesperson they can trust" — social purpose framing, not self-promotion
- Direct link on its own line for easy tapping on mobile

**Alternative short version (1 SMS credit):**

```
Thank you {{contact.first_name}}! If you have 30 seconds, we'd love a Google review — it really helps: {{custom_field.google_review_link}} — {{contact.company_name}} Team
```

---

## Template 3: 48-Hour Follow-Up Reminder

**Template name in GHL:** `RR - Review Follow-Up`
**Fires:** 48 hours after 4-5 star rating — if no `review-completed` tag on contact
**Workflow:** RR-03, Step 2a

```
Hi {{contact.first_name}}, just a quick note from {{contact.company_name}}.

Your review means the world to us and helps other families find a tradesperson they can trust. If you have 30 seconds:

{{custom_field.google_review_link}}

Thank you sincerely.
```

**Character count:** ~250 characters (1.5 SMS segments)

**Tone notes:**
- Softer than Template 2 — this is a gentle nudge, not a second pitch
- No "just following up" language — that reads as automated
- Same social purpose framing as Template 2 for consistency
- "Thank you sincerely" — genuine and understated
- No technician sign-off on follow-up — this is from the business, not a person

**When NOT to send:**
- Never send to contacts with `negative-feedback` tag
- Never send if contact has `review-completed` tag (checked in workflow condition)
- Never send more than once per contact (workflow re-entry is disabled)

---

## Template 4: No Response Follow-Up (Optional)

**Template name in GHL:** `RR - No Response Nudge` (optional — activate if conversion rate needs improvement)
**Fires:** 7 days after initial SMS if no rating form submission detected
**Workflow:** Add as optional Step 6 in RR-01

```
Hi {{contact.first_name}}, {{custom_field.technician_name}} here from {{contact.company_name}}. Hope everything is still working well after your {{custom_field.job_type}}!

If you have a moment, we'd love your feedback: {{rating_page_url}}

— {{contact.company_name}} Team
```

**Character count:** ~240 characters (1.5 SMS segments)

**Usage guidance:**
- This template is optional. Some businesses prefer not to send a second request if the first was ignored.
- A/B test: run with and without for 30 days, compare review volume.
- Warm, non-pushy — frames it as a check-in, not a chase.

---

## Template 5: Happy Customer Thank You (On Reply)

**Template name in GHL:** `RR - Happy Customer Thank You` (manual or triggered by positive keyword)
**Fires:** Manually or via GHL keyword trigger when customer sends a positive reply

```
That means so much to us, {{contact.first_name}} — thank you! We're here any time you need us. — {{contact.company_name}} Team
```

**Character count:** ~120 characters (1 SMS credit)

**Usage:** If a customer replies positively to any review SMS (e.g., "Happy to!" or "Sure thing"), this auto-thank closes the loop warmly. Configure via GHL keyword trigger on inbound reply.

---

## Customisation Variables Reference

All variables below are set per client at deployment time. None require customer input.

| Variable | Where Set | Must Be Updated Per Client |
|---|---|---|
| `{{contact.first_name}}` | GHL contact record | No — auto from GHL |
| `{{contact.company_name}}` | Sub-account default company name | Yes — set at sub-account level |
| `{{custom_field.technician_name}}` | Custom field, populated via webhook | Yes — from job management system or manual |
| `{{custom_field.job_type}}` | Custom field, populated via webhook | Yes — from job management system or manual |
| `{{custom_field.google_review_link}}` | Custom field, set at deploy | Yes — from client's Google Business Profile |
| `{{rating_page_url}}` | Set directly in SMS Template 1 | Yes — paste funnel URL after publishing |

---

## Australian Compliance Notes

- All SMS must include a way for the contact to opt out. GHL LC Phone automatically appends an opt-out footer if configured. Confirm this is active in sub-account SMS settings.
- Do not send SMS between 9pm and 8am local time. GHL's "quiet hours" setting in workflow can enforce this — enable it.
- These messages comply with the Australian Spam Act 2003 as they are transactional in nature (relating to a completed service). However, always confirm opt-in status before sending.

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*Templates: sms_templates.md v1.0.0 | Reputation Rocket | ReceptionistAI | Genesis Build*
