Reviews | Marketing Tools Updated May 14, 2025 19:48

Overview

Attract new leads by building your online reputation with automated Google review asks. Automatically send a text and email to your preferred clients after a visit is completed, job is closed, or an invoice is paid.

Note: Only admin users can view the Reviews dashboard. Learn more about user permissions.

Connect your Google Business account to Jobber

To use this feature, you need to have a verified Google Business Profile. If you don't already have a verified Google Business Profile, follow these guides to:

• Set up your free Google Business Profile.
• Verify your business on Google.

To set up Reviews:

1. From the side navigation, select Marketing.

2. Click Reviews.

3. Click Connect to start the setup.

Next, you'll be prompted to select your Google Business account and agree to give Jobber access to your Google account, including the ability to see, edit, create, and delete your Google Business listings. Select Allow. 

Note: These permissions (see, edit, create, and delete your Google Business listings) are what Google requires to pull your review data into Jobber. Jobber will not edit or delete any Google Business listings.

The next step of the onboarding will show you what your review ask message will look like. Select Continue.

From the next onboarding screen, select Complete Setup to build your review dashboard. This may take a moment to load. 

Your review dashboard is where you will see the reviews from your clients. There is an overview section at the top that displays your average rating, total number of reviews, and how many review requests you have sent.

Turn off job follow-ups

If you were using Jobber's job follow-ups to collect reviews previously, you may want to turn it off now that your client's will be prompted to leave a Google review so you that you're not doubling up on review asks.

To turn off job follow-ups:

1. Navigate to the Gear Icon, then select Settings.
2. From the Settings menu, select Emails & Text Messages.
3. Scroll to the Jobs section, then set the toggle for Job follow-up to OFF. 

Configure your review settings

To view your review templates, when messages will be sent, and your connected Google Business Profile, navigate to the Reviews dashboard, then select the Settings button to open your review settings.

The settings that can be customized for reviews, include:

• When and how the first message is sent
• If there are follow-up messages
• Disconnecting from your Google Business Profile

Choose when to first message your client to ask for a review

From the settings sidebar, select First message to select when a clients will be asked to leave a review. This is based on a trigger, including:

• When a job closes

• When a visit is completed

• When an invoice is paid

  • Note: If you are collecting partial payments from the client, they will not receive a review review ask until the invoice has been paid in full (when the invoice balance is $0.00).

This setting gives you flexibility to align review requests with the moment that makes the most sense in your workflow.

If you select "Visit is completed", there is an additional field where you can set the number of visits that will be completed before this customer is asked to leave a review. From the Send after field, enter the number of visits. 

Under the Text and Email tabs, you can view and edit the message that will be sent to your clients. The review message is customizable. Click into the message field to make changes. You can also insert dynamic variables like your client's name or the amount paid.

If you are using the job close or visit completed trigger, if the job is closed or the visit is completed after 9PM and before 9AM (in your local timezone), the initial review request will only be sent via email so as not to disturb clients later in the evening. 

Note: Jobber doesn't enforce a hard character limit for your review text messages, however phone companies split text messages over 160 characters into two (or more) text messages, which can impact deliverability. To make sure your clients receive your text messages, try to keep the character count under 160. Clients must have a phone number that can receive text messages in order to be sent a review request via text message.

Once you're satisfied with your message, select Save.

Note: The review ask text message template is not customizable unless you have a dedicated phone number. 

Follow-up on your review ask

If your client doesn’t click the link in your initial review message, Jobber will automatically send up to two follow-up reminders:

• First follow-up: 3 days later at 1:30 PM

• Second follow-up: 5 days later at 1:30 PM

These reminders help increase your chances of collecting reviews without needing to follow up manually.

To adjust the follow-up messages, select each follow-up from the settings menu, then update the number of days after the original review ask to send the follow-up. These messages will be sent at 1:30PM local time. 

Manage your Google Business Profile account

If you’ve connected your Google Business Profile, you’ll see it listed in the settings. To disconnect Jobber from your Google Business Profile, select Disconnect.

View your new reviews and respond to them

In addition to appearing on your Google Business profile, your reviews are visible in Jobber.com from the review dashboard.

To view the reviews dashboard:

1. From the side navigation, select Marketing.

2. Click Reviews.

Insights on reviews

At the top of the review dashboard are your review insights. These include:

• Reviews (since using Jobber Reviews) 
  • Current rating (out of 5 stars)
  • Total number of reviews 
• Average response time (over the past 30 days)
• Review trends

Respond to your reviews

Once reviews for your service start coming in, it's important to respond to them. When choosing a service provider reviews can be a deciding factor as many customers rely on the experiences of past customers and they're looking to see an engaged presence from the service provider. After all, the customers who left reviews took time out of their day to share their feedback (good or bad) and replying is a way to thank them or address any concerns.

In the case of negative feedback, replying to the review is an opportunity to publicly showcase how you handle these situations and let potential customers see that any concerns will be acknowledged in a timely manner and (where applicable) with a resolution. Replying to reviews is a good way to build trust with your past, current, and future customers. 

How to Respond to a Negative Review:
Response Examples & Templates

Reviews can be replied to directly from Jobber.com. To reply to a review, locate the review you wish to reply to from the review dashboard and type a response into the text box below the review. If you aren't sure how to reply, AI can do the work for you. Put your cursor into the text box, then select the Generate Response button in the bottom left corner of the text box. 

If you'd rather write your own response to a review, the Rewrite button is there to help you clean up what you've written with options to make your reply more cheerful, casual, professional, or shorter using AI. 

Note: Review responses have a limit of 1024 characters including spaces.

When you reply to reviews, the review is posted publicly from your business. Reviews do not always appear immediately, so it may take some time before your review is visible. When you reply to a review, your client will receive a notification from Google that their review has a response.

Compare your review ratings to your competitors'

To keep on top of how your company is performing relative to other businesses in your area, you can create a leaderboard of up to 10 competitors that will be displayed on the reviews dashboard under "Competitor analysis". This list will display each company's star rating as well as the total number of reviews. 

Your company will be indicated on the leaderboard with a label for "your business" in blue. 

To add a competitor to the leaderboard:

1. Navigate to the reviews dashboard by selecting Marketing from the side navigation, then Reviews. 
2. From the Competitor analysis section, click the Add Competitors button.
3. Use the slider to adjust the radius around your business, competitors within the radius will show under "recommended". You can also search competitors by name using the "company name" search bar. 
4. To add a competitor to your leaderboard, select the button for + Add to list. 

Once added to your list, you can view AI-driven insights about this competitors, including: 

• Your strength vs. competitor
• Competitor's strengths
• Competitor's weaknesses
• Recommended actions 

To view insights about a competitor, select them from the leaderboard on the reviews dashboard.

What if my client has already left a review?

If a client in Jobber matches the name of someone who has already left you a Google review, Jobber will flag it for you. Where this appears depends on the trigger you're using:

• If you're using the "invoice is paid" trigger, the match will appear on the invoice.
• If you're using the "visit is completed" or "job closes" trigger, the match will appear on the job.

When a potential match is found, the Ask for a review toggle at the client, job, or invoice level will automatically turn off. You'll also see a message letting you know that asking this client for a review might not be necessary.

From that message, you can select Read review to view the Google review that may already be associated with this client.

If a previous review is from the client you're invoicing, select them from the "Match to client" list and select Save. If no matches apply, select No match.

When it's clear which client left the review, the invoice will show a link to their previous confirmed Google review. From the invoice details, select Google to view other reviews left by this client on the reviews dashboard.

Confirmed Google reviews are also linked directly on the the reviewer's client profile.

Turn off review asks for individual clients 

To update a client or contact's communication settings so they do not receive review asks, go to the client's profile and click Edit. Locate their communication settings and turn the toggle off for Ask for a Review. Learn more about managing client communication settings. 

 

What is your clients' experience with automated Google review asks?

When a review request is triggered (based on the settings you've chosen) your client will receive a text message, email, or both, depending on your delivery preferences.

To leave a Google review, your client must have a Google account and be signed in.

Unless customized, the review request email message will read: 

Reviews from clients like you helps us succeed in our community.
We'd love if you would leave one!

Unless customized, the review request text message will read: 

Hi [Client First Name], we have received [payment amount] for our recent work.

Thanks for choosing [Company Name]! Client reviews help us succeed in our community! We’d love if you can leave us a review: [Review URL]

Automatically follow up on your your review ask

If you've set up follow-up messages for your review requests, here's what they will look like.

Unless customized, the review follow-up email message will read:

We'd appreciate if you left us a review if you're happy with our work!

Not satisfied? Contact us so we can make it right.

Unless customized, the review follow-up text message will read:

Hi [Client First Name], if you're happy with our work, we'd really appreciate if you left us a review: [Review URL] 

If you're not satisfied, please call us right away so we can make it right! 

Note: The reminder text message is not customizable.

Your review requests and follow-ups will appear in your client communications report (along with other communications sent from your Jobber account). The client communications report can be viewed from Jobber.com by selecting Reports from the side navigation, then selecting Client Communications from the client report heading. Reviews will be listed as "review request" or "review follow-up" in the Type column. 

Note: The client communications report does not show if text messages have been opened, so the opened date will not be populated since review requests and follow-ups are sent by text message. The Status column will show when the text message has been sent.