If a completed job hasn't sent a review request, it is usually due to a sync delay between your CRM and SoTrustworthy, a missing mobile phone number, an active frequency cap (throttling), or an customer who previously opted out. It can also occur if your CRM integration needs re-authentication or your A2P 10DLC messaging profile is still pending carrier approval.
When your team wraps up a job site, you expect your automated review workflow to take over immediately. When a request fails to send, follow this guide to pinpoint the bottleneck and get your review engine running smoothly again.
1. Verify the Integration Status (Jobber, HubSpot, or Native Apps)
SoTrustworthy connects directly to field service software like Jobber and CRMs like HubSpot. When a job is finished in your management platform, an API signal tells SoTrustworthy to queue an text message or email. If that signal breaks, no request is sent.
Check these platform-specific connection details:
- Jobber: Ensure the job is fully marked as Completed, not just left as a scheduled visit or draft invoice. If you use visit-level completion, check your SoTrustworthy integration settings to confirm whether your workflow triggers on Visit Completed or Job Closed.
- HubSpot: Verify that the associated Deal or Ticket has hit the exact pipeline stage configured in your integration setup (for example, Closed Won or Service Complete). If a contact is moved to a deal stage without an associated phone number, the automation will halt.
- Sync Delays: Most standard webhooks communicate instantly, but system polling can take anywhere from 5 to 15 minutes depending on carrier and server load. Give newly completed jobs up to 15 minutes before troubleshooting further.
- Re-Authenticating Your Account: If you recently changed your admin password in Jobber or updated user permissions in HubSpot, the connection token may have expired. Go to Settings > Integrations in your SoTrustworthy dashboard, click Disconnect, and re-link your software account.
2. Check for Missing or Invalid Mobile Numbers
SoTrustworthy uses an SMS-first workflow because text messages achieve significantly higher open and conversion rates for home-service providers compared to email. However, text messages require a valid, text-capable phone number.
If a customer profile in your CRM only contains a landline or an improperly formatted phone number, SoTrustworthy cannot dispatch the text request.
- Landlines: SoTrustworthy automatically runs a carrier lookup on numbers before sending. If our system detects a traditional landline, it will skip the text step. If you have email fallback enabled on your plan, it will send an email instead. Otherwise, the request drops into an Undeliverable state in your activity log.
- Formatting Issues: Phone numbers must contain valid area codes. While our system automatically cleans up basic formatting like spaces, dashes, and parentheses, missing digits or international country code mismatches will prevent delivery. Always verify numbers are entered using standard 10-digit formats (or full E.164 formatting like +1XXXYYYZZZZ).
3. Review-Request Throttling (Frequency Caps)
To protect your business reputation and stop customers from feeling spammed, SoTrustworthy features built-in review request throttling.
If you service the same residential property or commercial client multiple times in a short window—such as a maid service visiting weekly or an HVAC technician returning to finish a repair—sending a review request after every single visit will annoy your clients and lower your conversion rate.
By default, SoTrustworthy applies a 30-day contact throttle (which you can adjust in your automation settings):
- If Client A received a review request from your account 12 days ago, and you complete another job for them today, SoTrustworthy will safely suppress today’s trigger.
- The system marks the job status as Throttled (Frequency Limit) inside your SoTrustworthy dashboard logs.
- Once the throttling window expires, future completed jobs for that client will trigger review requests normally again.
4. Customer Opt-Out Status and Compliance Rules
Text message marketing and automated customer communication are governed strictly by federal consumer protection laws, including TCPA guidelines.
If a client has previously opted out of receiving automated SMS communications from your business, SoTrustworthy is legally required to block all future automated text requests to that phone number.
- Keyword Opt-Outs: If a customer previously replied with words like "STOP", "CANCEL", "UNSUBSCRIBE", or "QUIT" to any text sent from your SoTrustworthy number, their phone number is permanently blacklisted from your automated workflows.
- Checking Opt-Out Logs: Navigate to Contacts in SoTrustworthy and search for the client’s name or phone number. If you see an Opted Out badge next to their entry, the system will not deliver automated review requests to them under any circumstances.
- Manual Resets: A customer can only be opted back in if they text "START" or "UNSUBSCRIBE STOP" back to your dedicated business sending number directly from their personal device.
5. Unverified A2P 10DLC Status or Carrier Filtering
If you are sending SMS review requests in the United States, mobile carriers require all business messaging to be verified under Application-to-Person 10-Digit Long Code (A2P 10DLC) regulations.
If you recently registered your account or updated your business details:
- Pending Registration: If your business Employer Identification Number (EIN) or business registry details are still undergoing review, mobile carriers (AT&T, Verizon, T-Mobile) may block or drop your outgoing SMS messages.
- Message Filtering: If your custom request template contains prohibited words, excessive capital letters, shortened link redirects (like bit.ly URLs), or dollar signs, carrier spam filters may silently block the message.
- Fixing Deliverability: Use SoTrustworthy’s default optimized templates and built-in dynamic link shorteners. Never substitute your own third-party link shorteners, as major telecom providers automatically flag them as potential fraud.
6. Account Plan Limits and Trial Expiration
Another practical reason a job trigger fails to send is an account status or plan limit constraint:
- 14-Day Free Trial: If your 14-day trial period has ended and you haven't selected a active subscription plan, all outgoing automated triggers are paused until billing details are updated.
- Monthly Request Limits: Depending on whether your account is on the Starter, Growth, or Pro plan, your business has a specific allotment of monthly review requests. If you exceed your monthly request volume, automated sends pause until your next monthly billing cycle resets or until you upgrade your plan tier.
- Check your current usage status anytime under Settings > Billing & Usage.
7. Review Gating Settings and Google Compliance
SoTrustworthy strictly adheres to Google review policies, which prohibit review gating—the practice of filtering unhappy customers away from public review pages while directing happy customers to Google.
Every automated request triggered by a completed job sends customers directly to your Google Business Profile review form regardless of customer sentiment history. Make sure you haven't enabled custom survey steps or branching logic that interferes with direct message delivery or delays immediate request dispatching.
Diagnostic Checklist: How to Test Your Setup
If you need to verify why a specific job failed to trigger a review request right now, walk through these steps:
- Check the Dashboard Logs: Go to Activity Log in SoTrustworthy. Look for the client's name or job ID. The log will explicitly list states such as Sent, Queued, Throttled, Missing Mobile Number, or Failed (Carrier Filtered).
- Verify CRM Trigger: Open the job record in Jobber or HubSpot. Confirm that the status is set to Completed or Closed Won and that the job completion date matches today.
- Run a Manual Test Request: Go to Send Request in your SoTrustworthy sidebar, enter your personal mobile phone number, and click Send Test SMS. If you receive the text immediately, your SMS gateway and carrier registration are fully healthy, meaning the issue is isolated to your CRM integration mapping or that specific customer's profile details.
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