Automated review requests sent in the same DM thread.
Resolve a conversation and Instant Reply sends your review message in the same chat after the delay you choose, with the link you set. It skips opted-out contacts and chats outside the 24-hour window.
- Set up in minutes
- Review before anything sends
Growth ($129/mo) and Pro ($349/mo), no per-request fee. Not on Starter ($59/mo).
The short answer
How do automated review requests work in DMs?
When you resolve a conversation, Instant Reply sends your review message in the same chat after 1, 4 or 24 hours, with the link you set. It is skipped if the customer opted out or their last message is over 24 hours old. A sentiment check also skips conversations that read negative, which Google's review policy may treat as selective solicitation. Growth and Pro.
Last verified
Key facts
- Starts when a conversation is resolved; timing 1, 4 or 24 hours.
- Skipped after 24 hours since the customer's last message, and for opted-out contacts.
- A sentiment check skips negative conversations; Google's policy prohibits selective solicitation.
- No click tracking and no review monitoring.
- Growth ($129/mo) and Pro only.
Verified capabilities
What review requests do today
Checked against the product source code and plan data on October 2, 2026, with Google's contributed content policy read the same day. The last two rows list what it does not do.
Swipe the table sideways to see every column.
| Capability | How it works today | Plans |
|---|---|---|
| Trigger | Resolving a conversation (for example with Resolve ticket) closes it and schedules the review message, if a Review Requests rule is active. | Growth and Pro |
| Timing | The rule sends 1 hour, 4 hours or 24 hours after the conversation is resolved. | Setting |
| The message | Your own wording with {{name}} and {{review_link}} placeholders, and the review link you paste (for example a Google review page). | Setting |
| 24-hour limit | The message is sent as a normal chat message, so it is skipped when more than 24 hours have passed since the customer's last message. The 24-hour timing option will often hit that limit. | Limit |
| Opt-outs | Contacts who opted out are skipped. | Built in |
| Sentiment check | Before sending, the system scores the conversation and does not send the request when it reads negative. Google's policy for contributed content prohibits selectively soliciting positive reviews, so decide whether this suits you before relying on it. | Policy risk |
| Review tracking | Instant Reply does not read your Google reviews, track whether a customer clicked the link, or stop sends after a click. It sends one message per resolved conversation. | Not available |
| Incentives and private feedback form | There is no discount or incentive feature, and no private feedback form. | Not available |
Best fit
Use it to remember to ask, not to filter who you ask.
It automates the ask after a job is done.
Best fit
Local and service businesses that finish jobs in chat and forget to ask for a review.
Check first
Google's review policy, your review link, and the timing, since a 24-hour delay often falls outside the reply window.
Not a fit
You need review monitoring, click tracking, incentives or a private feedback form.
How it works
How It Works
Set the rule
In The Brain's Automations tab, add your review link, message and timing.
Resolve the conversation
Resolving a conversation closes it and schedules the message.
The message goes out
It is sent in the same chat unless the contact opted out, the 24-hour window passed or the sentiment check skips it.
Why teams choose it
What it automates
The ask, at a set time, in the thread the customer used.
Nobody has to remember
The message is scheduled when you resolve the conversation.
Same thread
The link arrives where the customer already is.
Your wording
Write the message and use the name and link placeholders.
Opt-outs respected
Contacts who opted out are never messaged.
Best fit
Perfect for teams that move fast in DMs.
After an appointment
Scenario
The visit ends and staff resolve the chat. An hour later the review message goes out in the same thread.
Outcome
After a service job
Scenario
A team resolves a completed job. The message goes out after the timing you set, if the chat is within 24 hours.
Outcome
Consistent asks
Scenario
Every resolved conversation gets the same message, so reviews do not depend on who handled the chat.
Outcome
The difference
Why Switch?
Without Instant Reply
With Instant Reply
Common questions
How do automated review requests work?
When you resolve a conversation, Instant Reply sends your review message after the delay you set (1, 4 or 24 hours) in the same chat. It needs a Review Requests rule and your review link, and it is available on Growth ($129/mo) and Pro ($349/mo).
Does it ask every customer?
It asks the customers whose conversations you resolve, except contacts who opted out, conversations outside the 24-hour reply window, and conversations its sentiment check scores as negative.
Is skipping unhappy customers allowed by Google?
Google's policy for contributed content prohibits selectively soliciting positive reviews. The sentiment check skips requests on conversations that read negative, which can amount to that, so review the policy and your own practice before relying on it. A rule that asks every resolved customer avoids the question.
Why did a review request not send?
The common reasons are that more than 24 hours had passed since the customer's last message, the contact opted out, or the conversation read negative. The 24-hour timing option makes the first reason likely, so 1 or 4 hours is safer.
Does it track clicks or new reviews?
No. It sends one message with your link. It does not follow clicks, stop sends after a click, or read your Google reviews.
Which plan includes review requests?
Growth ($129/mo) and Pro ($349/mo). Starter ($59/mo) does not include automations.
Related features
Features that work with this one
Each page below covers the next step in the same workflow, with its own plan limits and a list of what it does not do.
Ask for the review while the job is fresh.
Start the 7-day trial, add your review link, and choose a timing inside the 24-hour window.
An interactive read-only demo, and plan limits in plain English.