Review Flow Troubleshooting
What This Page Covers
Section titled “What This Page Covers”Quick guidance for common review flow issues, especially the ones that tend to generate support questions. This page is meant to help you identify likely causes quickly, confirm what happened, and decide what to check next.
Because review flow troubleshooting often reflects real-world edge cases, this page may change frequently as we learn more, improve the product, or document topics more deeply elsewhere.
Customers Not Receiving Requests
Section titled “Customers Not Receiving Requests”If a customer says they never received a request, start with the basics:
- Confirm the email address or mobile number was entered correctly
- Check whether the request was sent by email, SMS, or both
- Verify the customer has not unsubscribed or been suppressed due to a past delivery problem
- Review the activity record to see whether the message was sent, delivered, opened, or failed
Most requests arrive very quickly, and we actively monitor delivery behavior and sending infrastructure. Even so, delivery still depends on email providers, carriers, and the customer’s network environment. Most of the time this works almost instantly. Occasionally, there can be short delays before a message reaches the inbox or handset.
That delay does not usually mean the request failed. It may simply still be in transit.
What to Check
Section titled “What to Check”- Look up the request in Flow Activity to confirm it was created
- Open the record’s Message History to review the actual delivery status
- If email was used, check whether the address previously bounced, unsubscribed, or generated a complaint
- If SMS was used, confirm the mobile number is valid and able to receive texts
- If you see a duplicate warning during send, verify you are not looking at an older request instead of the new one
If you need a deeper explanation of bounces, suppressions, and unsubscribe behavior, see Delivery, Bounces & Unsubscribes.
When Delays Happen
Section titled “When Delays Happen”Short delivery delays can happen even when everything is configured correctly. Common causes include:
- Temporary email provider delays
- Carrier congestion or SMS routing delays
- The customer’s inbox or handset syncing slowly
- Network hiccups between providers
If a request shows as sent and there is no bounce, suppression, or failure, a short wait is often the right next step.
Reviews Not Appearing on Sites
Section titled “Reviews Not Appearing on Sites”This is one of the most common points of confusion in any review request system.
The system can track when a customer enters the flow, which options they see, and whether they clicked through to a review site such as Google or Facebook. What usually cannot be confirmed is whether the third-party site allowed that customer to finish and publish the review.
In other words, we can usually tell you that the customer attempted to continue to a review site. We often cannot tell you whether that site accepted, posted, filtered, delayed, or rejected the review after the customer arrived there.
This limitation is not unique to this system. It is a normal part of working with third-party review platforms that control their own accounts, moderation rules, sign-in requirements, and publishing behavior.
What the System Can Confirm
Section titled “What the System Can Confirm”- The customer opened the review request
- The customer entered the flow
- The customer selected a review destination
- The customer clicked through to the configured review site
- The customer instead chose to leave direct feedback inside the flow
What the System Usually Cannot Confirm
Section titled “What the System Usually Cannot Confirm”- Whether the customer successfully signed in on the review site
- Whether the review site allowed them to post
- Whether the review was published immediately, delayed, filtered, or removed later
- Whether the customer abandoned the process after reaching the third-party site
What the Activity Record Can Tell You
Section titled “What the Activity Record Can Tell You”The customer’s activity record is still useful here. It often shows the difference between an attempted external review and a customer who ultimately used written-feedback fallback.
For example, if you see that a customer clicked through to Google but later submitted direct feedback instead, that usually means the flow worked correctly and the handoff happened. The customer may simply have run into friction on the review site itself, such as:
- Not being signed in
- Forgetting a password
- Having trouble navigating the review site
- Deciding they would rather leave feedback directly
That is one reason written-feedback fallback matters. It gives customers another way to respond without turning a frustrating third-party experience into a lost interaction.
What to Check
Section titled “What to Check”- Confirm the review site link in the flow is correct
- Confirm the site is enabled and ordered the way you expect
- Review the customer’s Flow Activity record for review attempts and follow-up actions
- Check whether the customer left direct feedback instead of completing the public review
- Allow time for third-party moderation or publishing delays where applicable
The system can make sure customers are routed to the right place and given the best possible path through your configured experience. What happens after they arrive at a third-party site is still partly controlled by that platform and the customer’s own account state.
Flow Not Available to Send
Section titled “Flow Not Available to Send”- Ensure the flow is active
- Verify your user role has send permissions
- Check that the flow is available for the selected location
- Confirm you are sending from the correct location, since available flows change based on that selection
Getting More Help
Section titled “Getting More Help”If your issue is not covered here, or the activity record shows something you are unsure how to interpret, contact support. We can help you review what happened and recommend the best next step.