The Messages tab: the Ask, Nudge, Last message and Thank-you, each previewed as a customer called Sarah would get it, with when it goes, the SMS credits it uses, and an Edit link.
The Messages tab. Each message as a customer called Sarah would get it.

Our wording

Message What it says
Ask Hi Sarah, it’s Hartley Heating. Thanks for having us out. A quick Google review would help us a lot: (link) Thank you!
Nudge Hi Sarah, it’s Hartley Heating again, in case our last text got buried. A Google review takes a minute: (link) Thanks!
Last message Hi Sarah, it’s Hartley Heating, and this is the last time we’ll ask. A Google review would mean a lot: (link) Thanks!
Thank-you Hi Sarah, it’s Mel from Hartley Heating. Thanks for leaving us a Google review! We appreciate you taking the time to provide feedback. Your review helps us to provide a better service. It was great working with you! Let us know if you need anything. Thanks again.

Your business name comes from ServiceM8. The link in a real message is the customer’s own, so the add-on can tell when they’ve opened it. It goes straight to your Google review box.

Turn the nudge, last message or thank-you off with the switch on its card. The ask can’t be switched off on its own; the main switch on the Overview tab does that.

SMS credits

Under each message it says how many ServiceM8 SMS credits it uses. One credit covers about 160 characters. With a short business name the ask, nudge and last message are one credit each, and the thank-you is two. A long business name or a long first name can tip a message into two.

Emoji and some symbols make every text in the message cost more. The editor warns you if your wording has one.

Changing the wording

Press Edit under a message. Type your own words, using the buttons to add the parts that change for each customer:

Button Fills in
Their first name The customer’s first name, or “there” if there isn’t one
Your business Your trading name from ServiceM8
Who it’s from The name under “Who the thank-you is from”
The review link The customer’s own link to your Google review box
Editing the Ask: the wording with its placeholders, buttons to add a first name, business name, sender or the review link, a live preview, and the SMS credit count.
The preview and the credit count update as you type.

A few rules keep messages working:

  • the ask, nudge and last message must include The review link, or there’s nothing to tap;
  • a message can be up to 600 characters;
  • if you send by WhatsApp, a message can’t start or end with one of the filled-in parts, so add a few words after the link, like “Thanks!”.

Press Save at the bottom. Use our wording puts a message back to ours. Emails keep their own wording, which our support team can change if you need it to.

There’s no button for the engineer’s name, on purpose. Google doesn’t allow asking customers to name staff, and the messages come from the business.

Who the thank-you is from

Under Who the thank-you is from, type your name or the office’s (up to 40 characters). It fills in “it’s Mel from Hartley Heating”. Leave it empty and it reads “the team”. It also signs your drafted replies on Google.