Turn it on first
Like every AI feature, personalization runs only when Suds AI is on (see Suds AI), and per-rule, when a review rule has its AI-personalized message option turned on. With it off, the request uses your plain template.How it fits the reviews pipeline
Reviews work as a board of cards (Eligible, Request sent, Reviewed, Denied), driven by rules you set under Settings then Reviews. See Reviews for the full board and rules. This page is just about how the message gets written:- When a card’s request is sent and its rule has AI personalization on, the AI drafts a short, warm SMS that references something specific about the job, and includes your review link.
- It asks for the top-priority platform the customer hasn’t reviewed yet.
- It won’t invent details. If there’s nothing specific to reference, it stays general.
Automatic cleanup
When you mark a customer as having reviewed on a platform, ShineCRM automatically cancels any review requests still scheduled for them on that platform, so you don’t pester someone who already left a review. This happens on its own, with no approval step.What you control
In the review rule (under Settings then Reviews): the trigger (job completed or invoice paid), the delay, auto-send or hold, whether to AI-personalize, the base template, and a minimum job value. The reminder cadence and your platform priority order live on the same settings page.What it can’t do
- Send the request itself (your reviews pipeline does that)
- Ask for a platform you haven’t set up a link for
- Text a customer with no phone number
- Ask again on a platform the customer already reviewed