Housecall Pro writes a unique review request for each customer, using the details of the job you just finished. You do not have to write anything.
To find this setting, go to Settings > Notifications > Reviews > Initial request.
How personalized review requests work
When you finish a job, Housecall Pro sends your customer a review request by email, text, or both. Instead of sending the same wording to everyone, it writes a message based on that specific job.
A generic request reads like this:
"Hi, thanks for trusting Daniels Electric. We'd love your feedback."
A personalized request reads more like this:
"Hi Sarah! Marcus with Daniels Electric here. Thanks for trusting us with the A/C tune-up today. If we earned it, we'd love a quick review."
The second one names the actual job and the technician who did it.
Note: This is on by default. You do not need to set anything up.
Choose your review message style
Click the gear icon to open Settings
Select Notifications
Find the Reviews section and open it
Open Initial request
Scroll to Review message style
Choose Personalized or Custom
Click Save
You can choose:
Personalized — a unique message for each customer, based on the job completed. This is the default.
Custom — one message you write, sent to every customer.
ℹ️ Only one style sends at a time. While Personalized is selected, each customer gets a message written from their job details. Switching to Custom sends one message you control to everyone instead.
Preview example messages
Before deciding, you can see how personalized messages read in four common situations.
Go to Settings > Notifications > Reviews > Initial request
Under Review message style, select Personalized
A Personalized request examples section appears
Click any example tab to load that example into the Email and Text cards below
Each tab shows a different situation:
New customer: references the service performed and thanks the customer for their trust
Repeat customer: acknowledges that you have worked together before
No name on file: opens with a friendly greeting instead of a blank name
No job details: thanks the customer for the visit without inventing specifics
Note: These are samples that show the style and structure. They are not the exact messages your specific customers will receive. Your customers' messages are written from their own job details.
What goes into a personalized message
Each message is written using details already on the job, including:
Your customer's first name
The technician who did the work
Your company name
What the job involved
When the job happened
The job's service address
Pro Tip: The more complete your job records are, the better these messages read. Filling in the Summary of work on a job gives the message real detail to reference instead of a generic thank-you.
If a customer has no first name on file, the message uses a friendly greeting rather than leaving a blank. If a job has no service details, the message thanks the customer for the visit without guessing at specifics.
Writing your own Custom review message
Choose Custom when you want every customer to receive the same message in your own words. When Custom is selected, the Email and Text cards become editable and the personalized examples are hidden.
Edit your email message
Go to Settings > Notifications > Reviews > Initial request
Under Review message style, select Custom
Find the Email card and make sure its toggle is on
Click Compose
Edit the Subject line and the message body
Click Save at the top of the page
Your email also includes a Leave a review button and your company information below the message. Both are added for you.
Note: You do not need to add a review link to your email. The Leave a review button carries the link.
Edit your text message
Go to Settings > Notifications > Reviews > Initial request
Under Review message style, select Custom
Find the Text card and make sure its toggle is on
Click Compose
Edit the Message field
Click Save at the top of the page
Note: Your text message must include the Review Link variable. Without it your customer has no way to leave the review.
Add personalization variables
Variables fill in real customer and job details when the message sends. They appear as blue chips in the editor.
In the Email or Text card, click Compose
Place your cursor where you want the detail to appear
Click Add variable
Choose a variable from the list
Nine variables are available, listed alphabetically: Company Name, Customer First Name, Customer Last Name, Job Date, Job Time, Review Link, Service Address, Technician First Name, and Technician Last Name.
Review Link is offered for text messages only. To remove a variable, click the X on its chip.
Note: If a job has no scheduled time or no service address, those variables come through blank rather than causing an error.
Check your message length
Each field shows a character counter in its upper right corner. The email subject line allows up to 375 characters and the text message up to 280. Your text message is the one to watch, since 280 characters goes quickly once the review link is counted.
Preview your message
In the Email or Text card, click Preview. Variables are replaced with sample values so you can read the message the way your customer will. Switch back to Compose to keep editing.
Go back to the default message
In the Email or Text card, click Restore default message. The message returns to the Housecall Pro default wording. Each card restores separately, so you can reset your text message while keeping your custom email.
Turn off email or text
Each card has a toggle in its top right corner. Turn the Email toggle off to stop sending review requests by email, or the Text toggle off to stop sending them by text. Your message is kept when a channel is turned off, so turning it back on sends your original wording again.
Good to know
Personalized and Custom are either/or. Only one style sends at a time. This is intended behavior.
Personalized review requests is on by default. If you have never changed this setting, your review requests are already being personalized.
Your timing and exclusion settings still apply. Personalization changes only the wording, not when requests are sent or who receives them.
These settings are managed in your web browser. You can use a phone or tablet browser, but these screens are not in the Housecall Pro mobile app.
English only for now. Personalized messages are written in English.
Frequently asked questions
Do I need to turn this on?
No. Personalized review requests are on by default. You can switch to Custom if you would rather write your own message.
Can I review or approve each message before it is sent?
No. Messages are written and sent automatically. You can preview examples in settings to see how they read, and switch to Custom any time if you want control over the exact wording.
Are the example messages what my customers actually receive?
No. They are samples showing the style and structure. Your customers' messages are written from the completed job’s details.
What happens if a message cannot be written?
Your customer still gets a review request. Housecall Pro sends a standard message instead and your customer never sees an error.
Will my customer know the message was written automatically?
No. The message uses your company name and your technician's name, and carries no label saying how it was written. If you would rather control the exact wording, switch to Custom.
Can I change the tone or style of the messages?
Not in this release. Messages use a consistent friendly, conversational tone. If you want specific wording, switch to Custom.
Does this work for text messages, email, or both?
Both. The same personalized message is used for whichever channels you have turned on.
Will this send messages in my customer's language?
Not yet. Personalized messages are written in English.
Does personalization change when review requests are sent?
No. Your existing timing setting still controls when requests go out. Personalization only changes the wording.
Why won't my custom text message save?
Two things block saving a text message: going over the 280-character limit, or removing the Review Link variable. Check the character counter and confirm the Review Link chip is still in your message.
Why can't I add the review link to my email?
Your review request email includes a Leave a review button that carries the link for you. That is why the Review Link is offered for text messages only.
How do I get my original message back?
Click Restore default message in the Email or Text card. Each card restores separately.
Can I edit the reminder or follow-up review messages?
Not yet. Only the initial review request can be changed today.
Need help?
Reach out to support via the blue chat bubble in Housecall Pro or call (858) 842-5746.