When it comes to managing a business’s online presence, reputation is everything. A single bad review can hurt sales — but a solid reputation management system can turn reviews into revenue.
If you're transitioning to GoHighLevel (GHL) or setting up systems for clients, this guide shows you exactly how to build a custom review automation workflow inside GHL - step-by-step.
What Is Reputation Management?
Reputation management involves monitoring and influencing how a business is perceived online — especially through Google, Facebook, and other review platforms.
The goal?
Encourage happy customers to leave public reviews
Gather private feedback from unhappy ones
Boost trust, SEO, and conversions automatically
Why Every Business Needs Review Automation
Builds Credibility — 9 out of 10 customers read reviews before buying
Boosts SEO — Google prioritizes businesses with recent, positive reviews
Improves Retention — Engaging with reviewers builds loyalty
Reveals Insights — Reviews highlight service gaps or strengths
How to Set Up a Reputation Automation System in GoHighLevel
I’ll walk through every major step you need to:
Step 1: Plan the Strategy
Before building, outline your review flow:
Send review requests via SMS or email
If the feedback is positive, direct to Google/Facebook
If it’s negative, route to a private survey
Track actions inside GHL to measure success
Pro Tip: Start with the end goal: public reviews. Then reverse-engineer every automation around it.
Step 2: Build the Reputation Pipeline
Go to Pipelines > Create New Pipeline
Name it: “Reputation Management”
Add stages like:
Review Request Sent
Survey Visited
Review Submitted
Follow-Up Needed
✅ Step 3: Create the Feedback Funnel
Inside Sites > Funnels:
Step 1: Landing Page — Ask for feedback
Step 2: Feedback Form — Include name, rating, comment fields
Step 3: Thank You Page — Direct based on score
Positive → Review link
Negative → Survey form
Bonus: Use a custom subdomain (e.g., feedback.clientbrand.com) for a professional touch.
Step 4: Add Custom Values & Triggers
In Settings > Custom Values, create:
{{google_review_link}}
{{facebook_review_link}}
{{survey_page_link}}
Then go to Automations > Triggers:
Trigger actions when links are clicked
Move leads across pipeline stages
Send internal alerts if negative feedback is detected
Step 5: Create Email & SMS Templates
Go to Marketing > Emails/SMS
Build a warm “Thank You” message
Embed trigger links using your custom values
Use personal tones and simple formatting
Example:
“Thanks for your business! We’d love your honest feedback. It only takes 30 seconds.”
Step 6: Automate the Workflow
In Automations > Create Workflow:
Trigger: Tag added (e.g., “Job Complete” or “Invoice Paid”)
Send: Review request email/SMS
Route: Based on feedback score or form response
Tag: Mark contact based on their action
Include:
Wait steps (1-2 days) before requesting feedback
Branch logic for positive/negative reviews
Internal alerts for 1-2 star feedback
Step 7: Add Follow-Up Logic
What if someone doesn’t respond?
Wait 3 days → Send reminder
Wait 7 days → Final reminder
After 2 attempts → Exit workflow to avoid spam
Also include:
SMS follow-ups
Internal tasks for team follow-up on low scores
Ready to Launch Review Automations for Your Business or Clients?
Setting this up manually can take hours - or you can get it done-for-you in days.
Want to offer this as a service or set it up for your business?
Click here to book your setup call - I’ll build your full review automation in GoHighLevel, branded and ready to launch.
Reputation management is no longer optional - it’s a revenue growth lever.
With GoHighLevel, you can automate everything - from review requests to feedback handling - and make it work on autopilot.
Let’s build yours 👇
👉 Book My GoHighLevel Reputation Setup