Sending Requests

What This Helps You Do

Create a personalized review flow or custom form request for a specific customer. You can have FSRevs deliver it by email or SMS, or use a supported phone to send the prepared message from your own email or messaging app.

Before You Start

• You need Sender or Proxy Sender permissions, or a higher role. See Roles & Permissions for the full breakdown.
• You should have at least one enabled review flow or custom form.
• The flow or form should have a smart link if you plan to share it outside the portal.
• You should have the customer’s permission before sending.

Get Permission Before You Send

Ask before you send a request. This is the single most important part of getting a good response.

When customers expect the message, they are less likely to treat it as spam, more likely to trust the link, and more likely to complete the request.

Best timing

Send the request while you are still with the customer whenever possible, either in person or on the phone. If they hear the email or text arrive right after giving permission, they know it is legitimate and are much more likely to follow through.

Good sending habits:

• Make sure the customer expects the message.
• Get verbal permission before sending.
• Send it while the customer is present whenever possible.
• Use wording that matches the conversation you just had.

This also helps email deliverability. A customer who expects your message is more likely to open it and less likely to ignore it, delete it, or mark it as spam.

For the broader strategy behind this, including why Gmail’s Promotions tab exists and why expectation matters for both email and SMS, see Deliverability, Consent & Inbox Placement.

Simple phrasing

For a simple way to phrase the ask, see Asking for a Review.

Where to Start a Request

The portal gives you several ways to begin. They all lead to the same request setup screen.

Starting point	Best for
Launch in the top navigation	Starting a request from anywhere in the portal without leaving your current page.
Quick Actions in the sidebar	A full-page workspace for sending requests and finding customers.
Send on a customer record	Sending to a known customer with their saved details already selected.
Request Review from Flow Activity	Starting a review request while working with review activity.
Send Form from Form Responses	Starting a form request while working with responses.

The Launch button and Quick Actions page only show actions you can use. If you have just one available location and one flow or form, FSRevs may skip those choices and take you directly to request setup.

See Quick Actions & Launch for customer lookup, recent-request context, and shortcuts that reuse your last flow, form, and location.

Send a Review Flow

Choose Send Review Request when you want the customer to start a review flow.

1. Open Launch or Quick Actions.
2. Select Send Review Request.
3. Choose a location if asked.
4. Choose the review flow if asked.
5. Find an existing customer or enter the recipient’s details.
6. Review any optional request settings.
7. Confirm the sending method, then select Send Invitation or Continue to SMS/Email.

Only enabled review flows available for the selected location appear. The request setup screen shows the chosen location and flow at the top; use Change there if you need a different setup.

Send a Custom Form

Choose Send Custom Form when you want the customer to complete a custom form.

1. Open Launch or Quick Actions.
2. Select Send Custom Form.
3. Choose a location, or Global when the form does not need a location.
4. Choose the custom form if asked.
5. Find an existing customer or enter the recipient’s details.
6. Review any optional request settings.
7. Confirm the sending method, then select Send Form or Continue to SMS/Email.

Only enabled forms that you can use appear. The request setup screen shows the chosen form and location at the top, where you can change them before sending.

Choose or Enter the Customer

You can type a name and at least one contact method, or select Find customer to search your customer records.

Selecting a saved customer:

• Fills in their saved name, phone number, and email address.
• Links the new request to that customer.
• Shows the latest request for the selected flow or form when one exists.
• Lets you open the previous record when you have access to it.

You can still correct the recipient details before sending. If a change would make the request look like it belongs to a different person, FSRevs asks whether to keep the selected customer or use the newly entered details instead. This helps prevent one customer’s history from being attached to another person’s request.

Customize Request Options

Open Customize request to add optional fields like Send Request As and Linked To Employee.

Option	Purpose
Send Request As	Track the request as sent by another available sender.
Linked To Employee	Link the request to an employee record for attribution and reporting.

The Send Request As setting requires Proxy Sender permission and only appears when the selected request setup supports proxy sending.

Use Linked To Employee when the request should be associated with the employee who helped the customer. This is separate from the sender: the sender is who sent the request, while the linked employee is who the request or feedback is about.

For both options, Remember Last Selection will preselect your most recent choice the next time it is still available for the selected location and request type. If that sender or employee is not available for the current request, FSRevs clears or resets the selection.

Learn more in Sender Tracking.

Choose How to Send

On a supported phone, the request setup screen includes a Sending from control. Select it to compare the available methods.

Method	What happens
Send through FSRevs	FSRevs sends to the available email and SMS contacts, tracks delivery, uses your account’s sending allowance, and can send an email reminder for review flows.
SMS from this device	FSRevs prepares one text and opens your phone’s messaging app. You send it from your own mobile number.
Email from this device	FSRevs prepares one plain-text email and opens your phone’s email app. You send it from your own email account.

Sending from your device does not use your FSRevs sending allowance, but FSRevs cannot confirm that you tapped send or track delivery afterward. Replies go directly to your phone or inbox, and automatic reminders are not available.

See Send from Your Device for the full walkthrough and troubleshooting steps.

Proxy Sender

Proxy Sender lets one user send a request on behalf of another sender.

This is useful when the person creating the request is not the person who should receive sender credit. For example, a dispatcher, office manager, or front desk team member may enter the request while keeping the sender tied to the team member who actually handled the customer.

What Proxy Sender does not do

Proxy Sender does not add new sending rights. The available senders, locations, flows, and forms are still limited to what the selected sender can already access. If a sender cannot send a given location and flow or form combination on their own, they will not appear as an option here.

If you are troubleshooting missing options, check the following:

• The selected sender already has access to that location.
• The selected sender already has access to that flow or form.
• The sender list only shows users who can send the exact combination you chose.

What the Customer Receives

• Email through FSRevs: A formatted message using your configured template, or the system default, with a unique link. Review flow email requests can include a later reminder when configured.
• SMS through FSRevs: A text message with a shortened, unique link.
• From your device: The message FSRevs prepared, sent manually through your own SMS or email app.

Each request link is unique to that customer and request. FSRevs can track visits and responses after the customer opens the link, even when you sent the prepared message from your own device.

Sharing via Smart Link

Instead of creating a personalized request, you can share a smart link directly:

• In person: Show the customer a QR code printed from your smart link.
• With NFC tags: Use a tap-to-visit tag or card that opens your smart link when tapped.
• On your website: Add the smart link to buttons, banners, or other call-to-action areas.
• On printed materials: Include the smart link URL on business cards, receipts, or signs.
• Via your own email or messaging: Paste the smart link into your own communications.

The Base URL is public and works for anyone who opens it. Until someone visits, FSRevs has no customer-specific request to track. A saved or custom Smart Link context can attribute the visit to a location, employee, sender, or campaign, but it still does not become a personalized request for a known customer.

Duplicate Prevention

FSRevs checks for recent requests before creating another one. When it finds a possible duplicate, the warning can show the previous request’s status, date, sending method, location, and flow or form when you have access to those details.

You can still continue, but pause long enough to confirm that the customer expects another request.

Requests prepared on your device

FSRevs can tell that a message was prepared for your device, but it cannot know whether you sent it from the other app. Duplicate warnings describe these requests as prepared rather than delivered.

Review Flow Reminders

If a customer does not complete a review flow after receiving an email request sent through FSRevs, the system can send a follow-up reminder when the review flow is configured for it.

Automatic reminders are not available for SMS-only requests or requests sent from your own device.

Review flow reminders use the timing and template settings configured on the flow. See the Review Flow Settings Guide for the available request and reminder settings.

Tracking Requests

Review flow requests appear in Flow Activity and custom form requests appear in Form Responses as soon as they are created.

These pages help you review:

• Request status — including delivery information for messages sent through FSRevs, or Prepared for direct sending for device handoffs.
• Customer response — whether the customer opened the unique link and what they submitted.
• Sender details — who created the request and whether it was sent on behalf of someone else.
• Message history — the content and sending method associated with the request.

The dashboard is response-driven, while Flow Activity and Form Responses show the full request history in creation order.

Common Mistakes

• Customer wasn’t expecting the message — Ask permission first and send while the customer is present when you can.
• Customer doesn’t receive a request sent through FSRevs — Check that the email address or phone number is valid, then confirm the customer has not unsubscribed or been suppressed.
• Your phone’s app did not open — Use the option to open it again, or copy the message and contact details. See Send from Your Device.
• Wrong flow, form, or location — The selected location affects which flows and forms are available. Check the summary at the top before sending.
• Missing flow, form, or location options — Confirm the item is enabled, available for the selected location, and included in your access.
• Missing Send Request As — Open Customize request, then confirm you have Proxy Sender permission and that the selected sender can use the chosen location and flow or form.
• Usage limits — Requests sent through FSRevs use your monthly email and SMS allowance. See Usage Limits.

Related Pages

• Quick Actions & Launch - Start requests quickly and use customer context.
• Send from Your Device - Send through your phone’s own SMS or email app.
• How Review Flows Work - What the customer experiences in a review flow.
• How Custom Forms Work - What the customer experiences in a form.
• Smart Links - Reusable public links, destinations, and attribution configurations.
• Smart Link QR Codes & NFC - Print and tap-to-open distribution.
• Sender Tracking - Understand sent-by and linked-employee reporting.
• Deliverability, Consent & Inbox Placement - Improve message trust, inboxing, and request quality.