Google updated their guidelines for requesting reviews. “Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”
In response to this, we have removed the ability to check customer sentiment before leaving a review through Customer Voice. Customers will now be sent directly to Google, or any 3rd party review site, to leave a review.
Selected review sites will now appear directly in the email, and all customers will be asked to leave a review.
This doesn't affect the SMS request workflow, as it already complies with these guidelines.
All accounts were automatically migrated to the new workflow on May 9th, 2018.
Feel free to download the attached deck to help communicate these changes with your clients.