When Does SoTrustworthy Send a Follow-Up Reminder?

SoTrustworthy sends an automated follow-up reminder exactly 3 days (72 hours) after your initial review request, provided the customer has not already clicked your review link, submitted feedback, or opted out. You can adjust this timing between 2 and 7 days inside your settings depending on your plan level. To protect your deliverability and maintain customer goodwill, SoTrustworthy sends a maximum of one follow-up reminder per service job.

How the SoTrustworthy Follow-Up Sequence Works

SoTrustworthy uses an SMS-first workflow designed to get high conversion rates on Google reviews while keeping your business fully compliant with telecom and review platform rules. When you trigger a review request—either manually from your dashboard or automatically via an integration—the follow-up engine executes the following step-by-step logic:

1. Initial SMS Sent: Your original review request is delivered to the customer’s mobile phone immediately or at your scheduled delay window.
2. The Waiting Period: The system initiates a delay timer (set to 3 days / 72 hours by default).
3. Smart Safeguard Check: Before the follow-up message fires, SoTrustworthy checks three critical criteria:
   • Has the customer clicked the unique review link in the initial text?
   • Has the customer replied with a keyword like STOP or requested no further contact?
   • Has the customer received another review request from your business within your account's throttling window?
4. Follow-Up Dispatch: If the customer has not clicked the link, opted out, or been throttled, SoTrustworthy sends the polite single follow-up reminder text.
5. Sequence Closure: Once the follow-up text is sent—or if the customer clicks the link at any point—the sequence closes automatically. No further messages are sent for that job.

Smart Rules That Automatically Cancel a Follow-Up

You never have to worry about SoTrustworthy pestering customers who have already acted or asked to be left alone. The platform includes automatic safeguards that instantly cancel pending follow-up reminders:

• Link Click Suppression: When a customer taps the review link in your first SMS, our system logs the click and immediately cancels the upcoming reminder. We assume a customer who tapped the link either completed the review on Google or intends to later, making a second text unnecessary.
• Opt-Out Compliance: If a customer replies with "STOP", "UNSUBSCRIBE", or any standard opt-out phrase, SoTrustworthy immediately halts all outgoing messages to that phone number. This strictly adheres to carrier requirements outlined in the CTIA Messaging Principles and federal guidelines under the FCC TCPA Rules.
• Review-Request Throttling: If you perform three service jobs for the same regular customer in a single week, SoTrustworthy’s built-in throttling prevents them from receiving a barrage of texts. By default, SoTrustworthy limits review requests to one per contact every 60 days (adjustable in your settings), automatically suppressing repeat initial texts and follow-ups.
• No Review Gating: In compliance with Google review policies, SoTrustworthy does not filter or gate reviews based on sentiment. The follow-up reminder contains the exact same direct link to your Google Business Profile as the original request, ensuring complete compliance with Google's terms of service.

Customizing Follow-Up Timing Across SoTrustworthy Plans

Depending on your subscription level, you can customize when and how follow-up reminders go out to fit your business model:

Starter Plan

• Default Timing: Fixed at 3 days (72 hours) after the initial SMS.
• Reminder Limit: 1 follow-up text per request.
• Messaging: Standard optimized template designed for home service businesses.

Growth Plan

• Customizable Delay: Change the follow-up delay to anywhere between 2 and 7 days.
• Message Customization: Edit the follow-up SMS wording to match your brand's voice.
• Quiet Hours Routing: Automatically holds follow-up messages until morning (8:00 AM local time) if the 72-hour mark lands in the middle of the night.

Pro Plan

• Advanced Delay Logic: Set custom delays per service type, tag, or location.
• Multi-Location Rules: Configure different follow-up delays for different branches or franchises.
• Integration Overrides: Control reminder logic directly through external automation tools or webhooks.

Note: All plans include a free 14-day trial with full access to test follow-up messaging sequences before committing.

Industry-Specific Timing Recommendations

While 3 days is the optimal balance for most local businesses, certain industries benefit from adjusting their follow-up delay in the Growth or Pro plans:

Industry	Recommended Follow-Up Delay	Why This Works
Emergency Repair (Plumbing, Locksmith, Towing)	2 Days (48 Hours)	The problem was urgent and solved quickly. Customers remember the relief clearly for the first 48 hours.
HVAC, Roofing, Remodeling	4 to 5 Days	Homeowners need a few days to live with the finished work, inspect the installation, and feel completely satisfied before leaving a review.
House Cleaning, Lawn Care, Salons	3 Days	Recurring clients are busy; a 3-day window gives them time to notice the quality of the service without feeling rushed.
Dental, Medical, Auto Repair	3 to 4 Days	Gives patients and vehicle owners time to get back to their normal routine after an appointment before receiving a second nudge.

How Jobber and HubSpot Integrations Handle Follow-Ups

If you connect SoTrustworthy to your CRM or field service software, job statuses automatically control the timeline:

• Jobber Integration: When an invoice is sent or a job is marked "Completed" in Jobber, SoTrustworthy initiates the review sequence. The initial SMS goes out based on your integration delay rules, and the follow-up reminder clock starts ticking from the moment that first text delivers.
• HubSpot Integration: When a deal moves to "Closed Won" or a custom lifecycle stage in HubSpot, SoTrustworthy triggers the initial request. If the contact updates or moves to a "Do Not Contact" list in HubSpot before the 3-day mark, SoTrustworthy cancels the pending follow-up automatically.

If a job is canceled, refunded, or reopened in your CRM while a follow-up reminder is sitting in the queue, SoTrustworthy's two-way sync cancels the pending follow-up text automatically.

Why SoTrustworthy Only Sends ONE Follow-Up

It can be tempting to send three or four reminders until a customer leaves a review, but our data shows that sending more than one follow-up actually hurts your business:

1. Carrier Blocking: Cellular carriers monitor high-volume SMS traffic for repetitive messaging. Sending multiple follow-ups to non-responsive numbers increases spam flagging under A2P 10DLC registration guidelines.
2. Negative Reviews: Persistent texting turns happy customers into frustrated ones. A second or third follow-up text is the single biggest cause of 1-star reviews complaining about spam.
3. Diminishing Returns: Over 85% of all Google reviews generated by SoTrustworthy come from either the initial request or the first follow-up. Additional texts yield negligible conversion while putting your reputation at risk.

By keeping the process to one timely, polite follow-up, SoTrustworthy maximizes your Google review count while protecting your business reputation and text deliverability.

Next Steps

• Adjust your reminder timing: Navigate to Settings > Review Requests in your SoTrustworthy dashboard to customize your follow-up delay window.
• Review your automation triggers: Ensure your Jobber status changes or HubSpot workflow triggers are mapped correctly to start the timer at the right moment.
• Test your sequence: Send a test request to your own mobile phone to experience the exact timing and messaging your customers receive.