ML
RespondedMorgan Lee
Oakfield Homes
“Clear communication from the first visit to the final check.”
Feature · Reviews and reputation
A review workflow may help request, record and respond to customer feedback where the destination, timing, audience and platform rules are approved.
Review workflow
The visual shows the functional journey while retaining human approval and platform-policy boundaries.
Northstar Joinery
FictionalSee feedback and respond thoughtfully
Bring feedback, response ownership and the request journey into one view.
Average rating
4.7
Illustrative only
New this month
8
Across example sources
Response due
2
Owned by Amina
Morgan Lee
Oakfield Homes
“Clear communication from the first visit to the final check.”
Priya Shah
Marlow Works
“The team kept us informed when the drawings changed.”
Jamie Clarke
Bramble Studio
“Thoughtful advice and a very tidy installation.”
How it helps
Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.
Sends configured review invitations by eligible email or SMS journeys using a review link.
Pulls supported connected-platform reviews into a central reputation view.
Supports drafting or publishing replies where the connected platform and permissions allow it.
Displays eligible review content on configured sites or pages through a reusable widget.
Request design
Automatic requests and multiple review destinations still need visible eligibility rules and current platform-policy checks before enablement.
Define a fair, explainable event that makes a customer eligible for a request; avoid hidden or selective pressure.
Use an approved message, sender identity and contact preference on a verified channel.
Stop reminders after a response, opt-out, complaint or other agreed condition.
Response workflow
A review or message may need thanks, investigation, correction or no public response at all.
Where connected and permitted, show the destination, date, status and related customer context.
A person approves public replies, especially where facts, complaints, confidentiality or professional duties matter.
Use recurring themes as evidence for a service review, not as a substitute for investigating individual concerns.
Stop and escalation rules
Requests should stop on response, opt-out, complaint or another agreed condition, with exceptions routed to a person.
Enquiry received
Capture source and customer
Acknowledgement
Set a clear response expectation
Human review
Check fit, consent and exceptions
Owner assigned
Name the person responsible
Follow-up due
Remind the owner, not the customer blindly
Claims and connections
Review sites set their own permissions and policies, while the 121 subscription does not specify inclusion.
Confirm the business profile, platform permission and supported reporting or response behaviour.
Confirm messaging, workflow and any optional response-assistance charges before enablement.
121 does not promise a rating, number of reviews, ranking or sales result.
Questions about this page
They may be configured after the eligible event, audience, wording, channel, stop rules, platform policy and customer responsibilities are approved.
No specific destination is promised here. Each business profile and platform connection needs current verification in the intended account.
No automatic public-response commitment is made. Public replies should have a named human owner and an approval route appropriate to the content.
Delegate the work. Keep the human.
Subscribe through the approved secure checkout, or review pricing and responsibilities before you decide.
121 CRM
Your customers. Your conversations. Your business. Organised around clear ownership and human decisions.