Out of the box, a review request is one email, then two reminders three days apart, and then Mucka leaves it. You can change that, and there are two separate dials — how long one request is chased, and how often the same person gets asked at all.
How many times one request gets chased
In Reviews → Settings → Send reminder if no review:
- Max reminders — how many follow-ups go out behind the first email. Anything from 0 to 5.
- Chase after (days) — the gap between them, and the gap before the first one.
Set Max reminders to 1 and a customer gets the request and one nudge, and that is the end of it. Set it to 0 and the request goes out on its own with no chasing at all.
Either way it stops early if they leave a review, tap I've already left a review, or ask to be taken off.
These are for the automatic ask. When you send a request by hand from the Reviews page you set the same two on that one request, so a customer you know is a bit funny about email can get one email and nothing else.
One ask a year, not one a job
By default Mucka will only ask a customer for a review once every 12 months — however many jobs you do for them in between. Nobody writes the same firm a review twice in a year, and a customer who gets asked after every visit stops reading anything you send.
Change it in Reviews → Settings → How often to ask: 12 months, 6 months, 3 months, 1 month, or no limit at all.
It works off the customer's email address, so it holds even if the same person is on your books twice, or the second job is at a different property.
Sending one by hand
You can always send a review request yourself, whenever you like. If you're asking somebody who has already been asked recently, Mucka tells you when that was and asks whether you want to send it anyway — it doesn't refuse, because you might well know something Mucka doesn't.
The one thing you can't override is a customer who has asked to stop (below). That one's theirs, not ours.
What the customer can do
Every review email carries a line at the bottom letting them stop review emails from your business. It's your business only — a customer of two firms using Mucka is answering yours, not both.
Reminders carry one more thing: an "I've already left a review" button. Tap it and Mucka closes that request and won't ask them again for your cooling-off period. It's there because the honest answer to "I already did that" is to stop asking, and until now there was no way for them to say it.
Anyone who has opted out shows on your Reviews page, so you can see it rather than wonder.
If somebody replies asking to be taken off
They shouldn't have to any more, but if one does: open the request on your Reviews page and mark it Completed or Expired. Either stops the reminders on the spot.