Customer Review Automation in GHL 

Get more reviews without chasing clients for feedback. This simple workflow helps you ask happy clients for reviews and spot low scores fast.

What you’ll see:

• Complete the requirements (survey form, tags, Google Business Profile, and review request templates).
• Access the Workflow Builder.
• Set up the Survey Submitted trigger.
• Add an If/Else element for survey scores of 9 and above.
• Add the Happy Clients tag under the Happy Clients branch.
• Configure the Send Review Request element.
• Add another If/Else element for survey scores below 9.
• Add the Unhappy Clients tag under the Survey Scores 1–5 branch.
• Add and configure a Send Internal Notification element.
• Set the timezone to Contact Timezone, publish the workflow, and save it.

Follow along with this Customer Review Automation guide and learn how to turn survey scores into reviews while keeping track of client feedback.

Many happy customers never leave a review. It is not because they had a bad experience. Most of the time, they are busy and forget. If no one asks, the review never gets written.

This is where Customer Review Automation helps. After a survey is sent, GHL can decide what happens next. Happy clients can get a review request. Clients with low scores can be sent to your team for help. You do not have to remember to do it yourself.

This simple process helps you get more reviews and spot problems sooner. It also helps make sure every customer gets the right follow-up.

With Customer Review Automation, you can:

• Ask happy clients for reviews right away.
• Catch low scores before they become public reviews.
• Let your team know when a client needs help.
• Save time on review follow-up.
• Make sure no survey response gets missed.
• Build trust with more positive reviews.
• Give every client the right next step.
• Use one simple process for all feedback.

When you set this up, the system does the work for you. Happy clients can share their feedback. Clients with concerns can get help faster. That means more reviews, fewer problems, and a better way to manage customer feedback.

This Customer Review Automation workflow is built inside the Automations area of your GoHighLevel sub-account. You will create a workflow that monitors survey submissions, checks customer ratings, and automatically decides what action to take based on the score received.

The setup helps you send review requests to happy clients while alerting your team when a customer reports a poor experience. Here are the steps to build a Customer Review Automation workflow in GoHighLevel.

•  Access the Workflow Builder from the Automation Section.
• Set the Survey Submitted Trigger After Renaming Your Workflow.
• Rename the Survey Submitted Trigger and Add a Filter.
• Add a Survey to the First Filter Before Adding Another Filter.
• Filter the Terms and Conditions Setting for the Selected Survey.
• Add the If / Else Action Element as the First Element.
• Set and Configure Survey Rating Scores Above and Below 9.
• Search for and Add the Add Contact Tag Element.
• Set the Survey – Happy Clients Tag Before Saving the Action Element.
• Search for and Add the Send Review Request Element.
• Configure the Review Request Message and Review Type.
• Add the If / Else Action Element Under the Else Branch of the First If / Else Element.
• Set and Configure Survey Rating Scores Above and Below 5.
• Search for and Add the Add Contact Tag Element.
• Set the Survey – Unhappy Clients Tag Before Saving the Action Element.
• Search for and Add the Send Internal Notification Element.
• Configure the Team Member’s Name, Email Address, and User Type.
• Enter the Subject and Notification Message Before Saving the Action Element.
• Open the Workflow Settings and Set the Contact Timezone.
• Publish and Save Your Workflow.

To start, make sure you are logged in to your GoHighLevel sub-account. And make sure you have a survey form with a rating field from 1 to 10. You’ll also need two tags: one for happy clients and one for unhappy clients. Connect your Google Business Profile and create your review request templates.

• Create the Customer Review Automation workflow using the Workflow Builder in the Automation section.

1.1 Click Automation.

• You will be taken to the Workflows tab by default.

1.2 Click Workflows.

• You will see a list of workflows, along with options such as Create Folder, Build Using AI, and + Create Workflow.

1.3 Click + Create Workflow.

• A dropdown menu will appear with several options, including + Start from Scratch.

1.4 Click + Start from Scratch.

• You will be taken to the Workflow Builder.

• Rename your workflow, then set the Survey Submitted trigger.

2.1 Rename your workflow.

• Click the Pencil icon at the top of the Workflow Builder and enter a new workflow name.

2.2 Click the Add New Trigger button.

• The trigger library will appear, where you can search for and select a trigger.

2.3 Search for and click Survey Submitted.

• You will be taken to the trigger settings page.

• Give the Survey Submitted trigger a clear name, then add a filter.

3.1 Rename the Survey Submitted trigger.

• This makes it easier to identify on the Customer Review Automation workflow canvas.

3.2 Click the + Add Filters button.

• A filter dropdown will appear below the + Add Filters button.

• Choose the survey you want to use before adding a second filter.

4.1 Select the Survey Is filter in the first filter dropdown.

• A secondary dropdown will appear where you can select a survey.

4.2 Select the survey you want to use for this trigger.

• The survey name will appear in the dropdown field.

4.3 Click the + Add Filters button.

• A second filter dropdown will appear below the first filter.

• Set the filter so only contacts who accepted the Terms and Conditions can continue.

5.1 Select Terms and Conditions in the second filter.

• A secondary filter field will appear below it.

5.2 Select Yes.

• Only Yes and No are available for this filter.

5.3 Click the Save Trigger button.

• The Survey Submitted trigger will now appear on the Customer Review Automation workflow canvas.

• Search for and add the If / Else action element as the first action in the workflow.

6.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

6.2 Search for and select the If / Else action element.

• You will be taken to the If / Else settings page.

• Configure the survey rating settings to separate scores of 9 and above from scores below 9.

7.1 Rename the If / Else action element.

• Use a clear and simple name.

7.2 Rename the first branch to Happy Clients.

• This branch is for clients who give a survey score of 9 or higher.

7.3 Select the Survey Rating filter in the first branch.

7.4 Select Greater Than or Equal To in the second filter.

7.5 Enter 9 as the score threshold.

• You can use a different number if needed. The value of 9 is only an example.

7.6 Rename the second branch for scores below 9.

7.7 Click the Save Action button.

• The If / Else action element will now appear on the Customer Review Automation workflow canvas.

• Click Add New Element, then search for and select the Add Contact Tag action element.

8.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

8.2 Search for and select the Add Contact Tag action element.

• You will be taken to the Add Contact Tag settings page.

• Rename the action element, then select the Survey – Happy Clients tag before saving it.

9.1 Rename the action element.

• This makes the workflow easier to read on the workflow canvas.

9.2 Select your created tag.

• Choose the Survey – Happy Clients tag.

9.3 Click the Save Action button.

• The action element will now appear on the Customer Review Automation workflow canvas.

• Click Add New Element, then search for and select the Send Review Request action element.

10.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

10.2 Search for and select the Send Review Request action element.

• You will be taken to the Send Review Request settings page.

• Rename the action element, choose the review type, and configure the review request settings.

11.1 Rename the action element.

11.2 Select E-mail as the Review Type.

11.3 Configure the Reputation Settings if needed.

• Make any changes required for the review request message.

11.4 Click the Save Action button.

• The Send Review Request action element will now appear on the workflow canvas.

• Add a second If / Else action element under the else branch of the first If / Else element to separate scores above and below 5.

12.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

12.2 Search for and select the If / Else action element.

• You will be taken to the If / Else settings page.

• Configure the survey rating settings to separate scores of 5 and below from scores above 5.

13.1 Rename the If / Else action element.

• Use a clear and simple name.

13.2 Rename the first branch to Survey Scores 1 to 5.

• This branch is for clients who give survey scores between 1 and 5.

13.3 Select the Survey Rating filter in the first branch.

13.4 Select Less Than or Equal To in the second filter.

13.5 Enter 5 as the score threshold.

• You can use a different number if needed. The value of 5 is only an example.

13.6 Rename the second branch for survey scores between 6 and 8.

13.7 Click the Save Action button.

• The If / Else action element will now appear on the Customer Review Automation workflow canvas.

• Click Add New Element, then search for and select the Add Contact Tag action element.

14.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

14.2 Search for and select the Add Contact Tag action element.

• You will be taken to the Add Contact Tag settings page.

• Rename the action element, then select the Survey – Unhappy Clients tag before saving it.

15.1 Rename the action element.

• This makes the workflow easier to read on the workflow canvas.

15.2 Select your created tag.

• Choose the Survey – Unhappy Clients tag.

15.3 Click the Save Action button.

• The action element will now appear on the Customer Review Automation workflow canvas.

• Click Add New Element, then search for and select the Send Internal Notification action element.

16.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

16.2 Search for and select the Send Internal Notification action element.

• You will be taken to the Send Internal Notification settings page.

• Rename the action element, select the notification type, and enter the assigned team member’s details.

17.1 Rename the Send Internal Notification action element.

17.2 Select Email as the Notification Type.

• The required email fields will appear.

17.3 Enter the assigned team member’s name.

17.4 Enter the assigned team member’s email address.

17.5 Select Assigned User as the User Type.

• Scroll down to review any remaining required settings.

• Add a subject and message to notify the assigned team member about low survey scores.

18.1 Enter the Internal Notification Subject.

18.2 Enter the notification message.

• Include enough details so the assigned team member knows how to handle the client who submitted a low survey score.

18.3 Click the Save Action button.

• The action element will now appear on the Customer Review Automation workflow canvas.

• Open the workflow settings and update the timezone before returning to the workflow builder.

19.1 Click the Settings tab.

• You will be taken to the workflow settings page.

19.2 Set the Contact Timezone.

• This helps messages send based on the contact’s local timezone.

19.3 Click the Builder tab.

• You will return to the workflow canvas.

• Turn on Publish and save your workflow.

20.1 Turn on the Publish toggle.

• The toggle will turn blue to show that the Customer Review Automation workflow is active.

20.2 Click Save.

• The red dot on the Save button will disappear, confirming that your workflow has been saved.

Customer Review Automation works best when you keep the process simple. The goal is to ask happy clients for reviews and make sure clients with concerns get help quickly. A few small changes can improve your results and help you get more value from the workflow.

You do not need a complicated setup. In most cases, the best results come from using clear survey scores, simple review requests, and fast follow-up when a low score comes in.

Use review scores wisely.

• Send review requests to clients who score 9 or 10.
• Use survey scores to decide who gets a review request.
• Avoid asking unhappy clients for public reviews.

Keep review requests short.

• Use simple language.
• Make the next step easy to follow.
• Include a direct review link when possible.

Follow up on low scores quickly.

• Check low ratings as soon as they come in.
• Reach out before the client becomes more frustrated.
• Focus on solving the issue first.

Test your workflow before you publish it.

• Submit a survey with a high score.
• Submit a survey with a low score.
• Make sure each path works as expected.

Review your results from time to time.

• Check how many review requests are being sent.
• Look at how many reviews are being received.
• Watch for common issues in customer feedback.

Small improvements can make a big difference over time. When Customer Review Automation is set up the right way, you can collect more reviews, respond to problems faster, and make sure every survey response leads to the right action.

Every survey score tells you what to do next. A high score can lead to a review request. A low score can tell you a client needs help. Customer Review Automation helps you do both without extra work.

You do not need to guess how a client feels. The survey score gives you a clear answer. This lets you take the right action at the right time.

Customer Review Automation can help you:

• Ask happy clients for a review.
• Spot low scores right away.
• Help clients before issues grow.
• Save time on follow-up tasks.
• Make sure no survey gets missed.
• Build more positive reviews.
• Create a clear process for every client.
• Use feedback in a useful way.

A high score is a chance to ask for a review. A low score is a chance to fix a problem. Both can help your business improve.

Over time, you can build trust, get more reviews, and learn what your clients need most. You are not just collecting survey scores. You are using them to take action.

With Customer Review Automation, each survey score has a purpose. Happy clients can share their story. Clients with concerns can get help. This gives you a simple way to manage reviews and client feedback as your business grows.

If this is your first time setting up Customer Review Automation in GHL, you may have a few questions. The answers below cover some of the most common questions about setup, review requests, survey scores, and workflow settings.

You do not need to chase reviews by hand or wonder which clients need follow-up. Customer Review Automation gives you a simple way to handle both. A survey score tells the system what to do next, so each client gets the right response at the right time.

Once your workflow is live, the process becomes much easier to manage. Clients who leave high scores can be asked for a review. Clients who leave low scores can be sent to your team for help. This helps you stay on top of customer feedback without adding extra tasks to your day.

With Customer Review Automation, you can:

• Ask happy clients for reviews while their experience is still fresh.
• See low scores as soon as they come in.
• Help clients before small issues become bigger problems.
• Save time on manual follow-up work.
• Create a clear process for every survey score.
• Build more positive reviews over time.

The real value comes from being consistent. Every survey score leads to an action. Nothing gets missed. Your team knows when to step in, and happy clients have a simple way to share their feedback.

If you have not set up this workflow yet, now is a good time to do it. It only takes a few minutes to build, but it can help you get more reviews, spot issues sooner, and make better use of customer feedback.

Have you tried Customer Review Automation in GHL? What review score do you use when asking clients for a review?