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How SMS and Email drip campaigns work

What is a drip campaign?

Drip campaigns, or drip marketing is a communication strategy that sends a series of customized review requests in the form of SMS message, or emails sent to customers over time based on how they interact with your review requests. Drip campaigns help maximize customer engagement with your review requests.

How do drip campaigns work?

If you send a review request to a customer that has a phone number and email, TrueReview will create a drip campaign. First, the customer will receive the SMS review request, then based on customer interaction, they will receive follow up requests via email. If you don't include a phone number, the email will be sent first.

TrueReview determines when to send follow up review requests via email based on several factors and depending on which contact type you have selected.

The goal of the drip campaign is to get customers to your review websites, or to get them to submit feedback.

If the review request was opened, and feedback was submitted due to a negative experience, TrueReview will stop the drip campaign.

If the review request was opened, however the customer did not indicate their experience, submit survey or click on the review websites, TrueReview will continue to send follow up review requests until either the review website link is clicked, or it runs out of follow up requests.

There is a maximum of 3 times that an email can be sent to a customer within the same campaign.

How do I create a drip campaign?

1. First, make sure your review request SMS and Email messages are correct by going to your Settings tab.


To edit your SMS message and image, click on "1. Review Request".

Here you can select what type of SMS you'd like to send. Choose from Text only, or include your logo or a custom image with your message.


To edit your Emails, click on any of the 3 emails and customize the text to your liking.

2. By default, if both SMS and Email are present for your customer, we will activate the drip campaign. If only the email is present, we will only activate the drip campaign for emails. You can customize the messages and the number of days to wait before sending the first email as well as the rest of the emails.

  1. When your SMS and Emails are ready, go to your dashboard and click the "Create Review Request" button. You can also send review requests to multiple customers using a CSV list. Learn how to send review requests using a CSV list here.
  1. Once the review request is sent you can see them in your Requests tab and monitor their status.

Understanding status updates of your drip campaign

Sent - Your SMS was processed, and it is waiting to receive delivery confirmation.

Delivered - Your SMS was delivered to your customer's mobile device.

Request Opened - Your SMS was opened, and the link inside the message was clicked by the customer.

Reaction Submitted - The customer has tapped on the emojis indicating the experience.

Website Clicked - The customer has seen the review websites you have added, and has clicked on it. If you have multiple websites added, the website the customer has clicked last will be shown in your dashboard.

Feedback Submitted - The customer has submitted feedback. Feedback is sent via email, as well as displayed for the request sent for that customer.

Survey Opened - The customer has clicked on the link and has seen the survey.

Survey Submitted - The customer has added their rating to the survey questions and has clicked the submit button. Full survey results are sent to your email. Average rating of surveys are displayed for the request sent for that customer.

Undelivered - Your SMS was not delivered. There are multiple reasons why a message can be undelivered, like sending an SMS to a landline or a number that is no longer active. To see why a message has failed, hover over the info icon next to the message status.

(To prevent message filtering, TrueReview submits your number for verification. It is important to provide appropriate SMS opt-in example to submit this on your behalf.)

Unsubscribed - Your customer has clicked the unsubscribe link in your email. Emails will no longer be sent to this customer from your account.