SoTrustworthy imports only the core contact and job status details necessary to deliver personalized, compliant review requests: first name, last name, mobile phone number, email address, job completion timestamp, service type, and unique CRM contact ID. We intentionally exclude sensitive financial records, payment details, employee notes, and private job attachments from syncing to our platform. This minimal-data approach keeps your business compliant with federal privacy laws while powering our automated SMS-first review workflows.
When you connect your CRM (like Jobber or HubSpot) to SoTrustworthy, our goal is to automate your review generation without compromising customer privacy or cluttering your database. We practice "data minimization"—importing only what is strictly required to send the right message, to the right customer, at the right time.
Here is a complete breakdown of what data SoTrustworthy pulls from your CRM, how we use it, what we deliberately leave behind, and how data flows across our Starter, Growth, and Pro plans.
The Exact Contact Fields SoTrustworthy Imports
To send personalized SMS and email review requests that look like they came directly from your team, SoTrustworthy syncs six main fields from your CRM:
- First Name & Last Name: Used to personalize your SMS and email message templates (for example: "Hi Dave, thanks for choosing Acme Plumbing...").
- Mobile Phone Number: Used as the primary delivery channel for our SMS-first workflow. Numbers are validated and standardized into standard international format during import.
- Email Address: Used for secondary email review requests or email-first backup sequences, depending on your account settings and plan level.
- Job Completion Status & Timestamp: Used as the event trigger that starts your review sequence. SoTrustworthy reads when a job status changes to "Completed" or "Closed Won" and logs the exact time to schedule your message delay (e.g., wait 1 hour after job completion before texting).
- Service Type or Job Tag: Used for smart message personalization and category routing (e.g., specifying "drain cleaning" or "AC installation" inside the text template) and for dynamic review link routing.
- CRM Contact / Job ID: Used behind the scenes to map records between SoTrustworthy and your CRM. This ensures we never create duplicate records or resend requests to the same customer for the same job.
What SoTrustworthy Never Imports or Stores
Your CRM contains sensitive operational and financial information that has no place in a review automation tool. SoTrustworthy is hardcoded to ignore and block the following data points during initial sync and automated background webhooks:
- Financial & Payment Data: Invoice amounts, credit card numbers, bank details, payment terms, or outstanding balances.
- Private Job Notes & Attachments: Internal technician notes, photos of customer property, diagnostic reports, equipment serial numbers, or access codes.
- Customer Communication History: Past call logs, internal staff comments, support tickets, or unrelated email threads.
- Employee & Payroll Information: Technician commissions, hourly rates, or internal staff schedules.
- Credentials & Passwords: Customer login details or portal accounts.
By keeping financial and private site data inside your CRM, your exposure to security risks is dramatically reduced.
How Data Import Works by CRM Platform
While all native integrations pull the same core fields, the trigger mechanism varies depending on the platform you connect during your 14-day trial or setup process.
Jobber Integration
When connected to Jobber, SoTrustworthy listens for real-time webhooks. When a technician marks a job as Completed or an invoice is marked Paid in Jobber, Jobber pushes the contact information attached to that specific visit over to SoTrustworthy.
We import:
- Client Name
- Client Mobile Phone & Email
- Line Item / Job Title (for custom text tags)
- Visit Completion Time
HubSpot Integration
When connected to HubSpot, SoTrustworthy syncs with your contacts and deal pipelines. You choose the specific Deal Stage (such as Closed Won or a custom stage like Service Completed) that triggers the sync.
We import:
- Associated Contact First & Last Name
- Contact Mobile Phone Number & Email
- Deal Name / Service Category
- Stage Update Timestamp
Custom Webhooks & Zapier
For custom CRMs or other software, SoTrustworthy accepts JSON payloads containing the same required parameters (First Name, Phone Number, Job Completion Date, Unique ID).
Compliance, Opt-Outs, and Message Throttling
Importing phone numbers carries strict legal obligations. SoTrustworthy builds regulatory compliance directly into our import pipeline to protect your business.
TCPA & A2P 10DLC Compliance
Under the TCPA compliance guidelines, sending commercial text messages requires clear consent and mandatory opt-out mechanisms. When SoTrustworthy imports mobile numbers from your CRM, it automatically checks them against your master suppression list. Every SMS sent includes standard opt-out instructions (e.g., "Reply STOP to opt out").
If a customer replies STOP, SoTrustworthy immediately flags that phone number as unsubscribed. Future jobs imported from your CRM for that contact will automatically be blocked from receiving SMS review requests.
Review-Request Throttling
If you perform multiple service calls for the same client in a short timeframe—such as a plumbing estimate on Monday and a pipe repair on Wednesday—you do not want to spam them with review requests.
SoTrustworthy includes built-in Smart Throttling:
- Automatic Cooldowns: By default, SoTrustworthy will not send a new review request to the same contact if they received one in the past 30, 60, or 90 days (configurable in your dashboard).
- Duplicate Suppression: If your CRM triggers two completion events for the same job ID, our system drops the duplicate event during import.
Google Review Policy Compliance
SoTrustworthy operates in full compliance with Google review policies. We do not perform "review gating" (filtering unhappy customers away from public review sites). The customer contact details imported from your CRM receive direct links to leave public feedback, preserving the authenticity and safety of your Google Business Profile.
Plan Limits and Data Retain Settings
How customer data is processed and stored also depends on your active plan tier:
- Starter Plan: Imports basic contact fields and triggers standard automated SMS sequences. Data retention logs store job completion records for up to 90 days.
- Growth Plan: Enables advanced field mapping (custom tags like service type) and email-fallback sequences. Stores job and contact activity history for up to 1 year.
- Pro Plan: Includes full multi-location mapping, custom field triggers, real-time sync error monitoring, and unlimited historical job logs.
During your 14-day free trial, you have access to full integration functionality so you can test how data flows from your CRM before committing to a plan.
Managing Your Data Sync Settings
You maintain full control over which contacts and jobs get imported into SoTrustworthy. Inside your dashboard settings, you can:
- Filter by Job Type: Choose to ignore certain job types (e.g., warranty work, internal maintenance, or free estimates) so those contacts are never imported.
- Set Time Delays: Pause data processing for a set number of hours after job completion to give your technicians time to finish administrative updates in your CRM.
- Manual Exclusion Tags: Add tags like
No-RevieworVIPin Jobber or HubSpot to automatically bypass customer import.
Related Articles & Next Steps
- Setting up your Jobber or HubSpot integration: Step-by-step instructions for connecting your account during your 14-day trial.
- Configuring smart message throttling: How to set custom cooldown periods between automated review requests.
- Understanding SMS opt-out rules: How SoTrustworthy handles STOP replies and updates your contact suppression lists automatically.
Ask every customer for a review—without review gating.
SoTrustworthy sends a compliant, perfectly-timed review request to every customer after the job — no filtering, no gating, just more honest 5-star reviews on Google.
