> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shinecx.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Review request drafting

> How ShineCRM personalizes the review requests sent from your reviews pipeline.

When a review request goes out, ShineCRM can write it for you, personalized to the actual job, instead of sending the same template to everyone. This is the AI side of the [reviews](/guides/reviews) pipeline.

## Turn it on first

Like every AI feature, personalization runs only when **Suds AI** is on (see [Suds AI](/guides/ai/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](/guides/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