Review Flow Troubleshooting
What This Page Covers
Section titled “What This Page Covers”Start with the symptom, then check the matching Review Record and its Message History. Request delivery, activity inside FSRevs, and publication on an external review site are separate events.
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
Sent means the provider accepted the message. Delivered is a delivery event, not proof the customer read it. If the message was Prepared for direct sending, FSRevs handed it to a team member’s device and cannot verify that they sent it.
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
- Open Usage & Limits from the user menu if FSRevs says the monthly request allowance has been exhausted
- 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.
If FSRevs says requests are being sent unusually quickly, nothing was sent. Wait a little and try once more. This short safety delay is separate from the monthly allowance shown in Usage & Limits. If sending safety controls remain unavailable, contact support.
Reviews Not Appearing on Sites
Section titled “Reviews Not Appearing on Sites”A Review Attempt means the customer used an external-destination link. That completes the request’s external-review path, but it does not confirm that the site published a review. The review site controls sign-in, submission, moderation, and publication.
What the System Can Confirm
Section titled “What the System Can Confirm”- Recorded visits and interactions inside the Flow
- A tracked click to a configured external destination
- Written feedback submitted inside FSRevs
Email Opened events are supporting delivery signals; they are not the same as a customer completing 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”A record can contain both a Review Attempt and written feedback if the customer returns and uses an available feedback option. That confirms both recorded actions; it does not explain why the customer returned or whether a public review was posted.
Written-feedback fallback has a specific meaning: it activates when external destinations are enabled but none are eligible for the resolved Location. It does not detect a failed Google sign-in or a rejected external review.
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
Check the public listing separately when you need to confirm publication. Avoid sending another request solely because a completed Review Attempt has no visible matching public review.
Flow Not Available to Send
Section titled “Flow Not Available to Send”- Check the Flow card’s top bar. Running means it is accepting new responses; Paused means it is not accepting new responses; Trashed means it is unavailable.
- If you can edit the Flow, select Paused and confirm Resume New Responses.
- 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
Pausing a Flow stops new public starts and new request actions. It does not prevent a customer from finishing a personalized request that was already issued.
Written Feedback Appears Even Though It Is Off
Section titled “Written Feedback Appears Even Though It Is Off”Check Reviews & Feedback > Offer External Review & Social Links. When external destinations are on and none are eligible for the customer’s Location, FSRevs offers Written Feedback as a fallback.
Review the Location, each destination’s availability, and Destination Selection & Order. In Pinned destinations only, a destination must be in the pinned list and eligible for that Location. See Written Feedback.
The Flow Skips a Screen or Opens the Wrong Location
Section titled “The Flow Skips a Screen or Opens the Wrong Location”- Compare the current settings with the five customer stages.
- Check whether the Flow has a fixed Location or the URL supplies a saved or custom context.
- Open a fresh private window to separate a new public visit from a resumed request.
- For Smart Links, check destination rotation and View effective settings for the configuration.
Known details can skip fields. A customer-selectable employee field is skipped when no eligible employee exists. A Flow with exactly one eligible destination, no written-feedback option, and Keep Your Completion Step Available off can redirect after the earlier required stages.
Completion Does Not Appear After an External Review Link
Section titled “Completion Does Not Appear After an External Review Link”Open Reviews & Feedback and check Keep Your Completion Step Available. When it is off, the customer leaves the Flow for the external site. When it is on, the external site opens in a new tab and the original tab can advance after a short wait. Returning focus early cancels that automatic advance.
Also check that the selected Completion destination is available. Use the live customer route for this test; previews deliberately disable actions that leave the preview.
The Star Rating Label Has Not Changed
Section titled “The Star Rating Label Has Not Changed”Open Build & Configure > Customer Details > Experience Rating and check Rating Field Label. Rating collection must be enabled and the style must use stars for the setting to appear. A blank label displays Rating.
Preview can show unsaved wording. Save the Flow, then reload the customer page to check the saved label. This setting changes the text above the stars; captions beneath them and the staff feedback editor’s Rating label stay unchanged. See Rating Field Label.
Customers See “Too Many Attempts”
Section titled “Customers See “Too Many Attempts””Repeated feedback submissions or repeated use of a Review Showcase’s feedback button can trigger a temporary safety limit. For written feedback, follow the wait time shown in Please wait before trying again, then try once more. If the showcase button returns Too Many Attempts, pause briefly before using it again.
These short limits account for individual browser sessions and unusually high activity on a shared network, such as venue Wi-Fi. They are separate from your monthly sending allowance. Avoid repeated clicks while waiting; if normal customer use keeps triggering the message, contact support with the approximate time and affected Flow or showcase.
Getting More Help
Section titled “Getting More Help”Contact support with the Flow name, Location, approximate time, request record, delivery method, and exact error or unexpected step. State whether the problem happens in Preview, through a public Smart Link, or through a personalized request. These details help distinguish a sending problem from a Flow configuration problem.