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What happens if someone does not click the review link and responds to the text message instead?

Whenever a review request is sent to a customer in the form of a text, the customer either clicks on the review request link or simply replies to the same text message.  There are two scenarios that may take place when a customer responds to the text instead of leaving a review by clicking on the link:

  1. Customer's text response is less than 50 characters: In this case, you will receive an email notification stating that there is a text response from a customer. 
  2. Customer's text response is more than 50 characters: If the content of the text is more than 50 characters, then BrightFire will consider it a review and it will show that review within BrightFire without any rating.

If you have additional questions about your Reviews & Reputation Management subscription, you can schedule a face-to-face digital meeting with our team here or submit a support request here.