Text vs email review requests: which should you use?

Should I send a review request by text or by email?

We have not found a source that proves one channel gets more reviews, so this guide does not claim it. Think about the customer in front of you instead. These are our suggestions, not findings.

Our rule of thumb: use the channel the customer already uses with you, and send one request per customer per visit.

What do US rules say about texting customers?

The Telephone Consumer Protection Act (TCPA) is a US law, and the Federal Communications Commission (FCC) writes the rules under it. The FCC's consumer guide says FCC rules ban text messages sent to a mobile phone using an autodialer unless the phone owner previously gave consent. It says commercial texts require written consent, while for informational texts consent may be oral, and that the rules apply even when a number is not on the National Do Not Call Registry.

The guide also says you may opt out of any robocall or robotext at any time and in any reasonable manner, even if you previously gave consent.

The FCC's rule text, 47 CFR 64.1200, defines telemarketing as "the initiation of a telephone call or message for the purpose of encouraging the purchase or rental of, or investment in, property, goods, or services". Whether a request for a review counts as that, or as an informational text, is a question for a lawyer. We have not found a source that answers it.

This guide is general information and not legal advice. Other countries have their own rules about texting.

FCC: Stop Unwanted Robocalls and Texts · eCFR: 47 CFR 64.1200

What does Canada's anti-spam law say about texts and emails?

Canada's anti-spam legislation (CASL) covers both channels. The Act, S.C. 2010, c. 23, says it is prohibited to send a commercial electronic message to an electronic address unless the person has consented, express or implied, and the message meets the content rules. It defines an electronic address to include an email account and a telephone account, and an electronic message to include a text message.

It defines a commercial electronic message as one that, looking at its content, its links and its contact details, it would be reasonable to conclude has as one of its purposes to encourage participation in a commercial activity. Whether a review request meets that test depends on the message. Ask a lawyer about yours.

When a message is a commercial electronic message, section 6 asks that it identify who sent it, give a way to contact them, and include an unsubscribe mechanism. The Government of Canada's CASL page says CASL focuses on commercial electronic messages. Our guide on CASL and review requests goes into detail.

Justice Laws: Canada's Anti-Spam Legislation · Government of Canada: Canada's anti-spam legislation

What should I keep on record for either channel?

Our suggestion is to note when and how each customer agreed to hear from you, and by which channel. Keep it with the customer's details. If a customer asks you to stop, stop on that channel and record it.

• Where you got the number or address, and the date.
• What the customer agreed to, in their words if you have them.
• The message you sent and the date you sent it.
• The date of any request to stop.

How does Reputant send review requests by text and email?

A Reputant campaign sends text or email, never both. To use both channels, set up one campaign of each. Triggered campaigns send at once.

Text messages go only to numbers starting +1 or +91. Email has no such limit. Reputant does not decide for you whether you have the consent your local rules ask for.

The wording below is a starting point. For more, see our review request templates, and the routine in how to get more Google reviews.

Replace {opt-out line} and {unsubscribe line} with the wording your own advisor tells you to use. These examples do not show that a message meets any rule.