Mastering Automated Reputation

RevIQ is your 24/7 Reputation Manager. This guide walks you step-by-step through setup, daily use, and how the AI protects your brand while growing your 5-star reviews.

You do not need to be “technical” to use RevIQ. If you can send a text message and read your daily reports, you can run this system.

Prefer a PDF? Download the printable playbook here.

0Quick Overview – How RevIQ Works

RevIQ turns your daily guests into a steady flow of 5-star reviews. You log who visited, and the system handles:

Polite follow-up text messages after the visit.
Conversations with guests over SMS using your AI Assistant.
Pushing happy customers to Google (with a ready-to-send review draft).
Catching unhappy customers privately so they complain to you, not online.

Your main screens

Dashboard: High-level view of each business: visits, messages, and health indicators.
Inbox: Live conversations with guests. This is where "Needs Attention" chats appear.
Visits: Every visit you log (manually, from QR, or from coupons).
Customers: Your contact list with visit history.
Coupons & Flyers / Marketing: Offers and printable/QR flyers to drive more check-ins and returns.
QR Signs: Ready-to-print signs that let guests check-in themselves.
Settings & Billing: Business details, review links, phone number, AI settings, and subscription.

Goal: Once set up, your staff only needs to:1) keep logging visits, and 2) check the Inbox and "Needs Attention" once or twice a day.

1Essential Setup – "Teach" the AI About Your Business

Before sending messages, complete the Settings for each business.

Business Profile: Add your business name, short description, and what makes you special. Example: "Upscale Italian restaurant focused on date nights and anniversaries."
AI Assistant Name: Pick a friendly name (e.g., "Aitana", "Marco from La Trattoria"). Guests will see this name in the conversation, so make it sound human.
Review Link: Use the built-in "Google Place Finder" to create your direct review link. This is what happy guests will receive when the AI asks for a review.
Hours & Timezone: Set your opening hours and correct timezone. RevIQ will avoid sending follow-ups late at night or too early in the morning.
Dedicated Phone Number: In the phone number section, search for and claim a local number. All numbers in RevIQ are part of a pre-approved messaging pool, so they are ready to use as soon as you acquire them — no extra registration or waiting period required.

Pro Tip: Use natural language in your description. Write as if you were explaining your business to a new staff member. The better the description, the more "on brand" the AI will sound.

2Logging Visits – The Trigger for Everything

RevIQ can only follow up with people it knows about. Every SMS starts from a logged Visit. You have three main ways to log visits in the Visits tab:

1. Manual Entry

Type the guest’s name and phone number directly. Perfect for:

Phone orders and takeout.
Walk-ins where staff wants to track the experience.
High-value guests (VIPs, regulars).

2. Photo OCR

Upload a photo of your paper logbook or sign-in sheet. The AI reads the handwriting and creates visits automatically so you don’t have to type each name.

Tip: Take a clear photo in good lighting for the best results.

3. QR Check-In

Go to QR Signs, download your sign, and print it. Guests scan it with their phone and enter their details themselves.

Place QR signs near the host stand, bar, or checkout counter.

Smart Feature: If you know a guest is coming in later (e.g., a 7pm reservation), you can log them with a future time. The visit will appear as "Pending". When they actually arrive, just open the visit and click "Confirm Arrival" to start the follow-up timer.

3The "Gatekeeper" – How the AI Protects You

After each visit, RevIQ sends a polite follow-up text at the time you’ve configured (for example, 2–3 hours after the guest leaves). When the guest replies, the AI classifies their response into two simple paths:

😃 The Happy Path

1.Customer says something clearly positive like "It was amazing" or "Everything was great!"
2.The AI thanks them in your tone of voice and gently asks if they'd be willing to share that on Google.
3.Key Feature: The AI writes a short, friendly review draft and sends your direct review link. This only happens once per customer to avoid being pushy.

😡 The Protection Path

1.Customer says something negative like "The service was slow" or "My food was cold".
2.The AI stops all review requests. It will not send them your Google link.
3.Instead, it apologizes, asks a couple of helpful questions, and flags the conversation as "Needs Attention" in your Inbox.
4.You or a manager can then jump in and answer personally from the dashboard if needed.

Important: The AI will never ask for a review from a clearly unhappy customer. That is the core "firewall" that protects your reputation.

4The Recovery Loop – Turning Problems into Second Chances

Not every visit goes perfectly. RevIQ helps you catch those moments early and turn them into loyalty instead of public complaints.

In your Inbox, open the "Needs Attention" conversations.
Decide how you want to recover: a sincere apology, a discount next time, a free dessert, or a gift coupon.
Use the Coupons section to create a "Sorry we missed the mark" offer and attach it to that customer.
The customer returns and shows the QR code or coupon on their phone when they visit.
You scan it with the Scan Coupon tool or redeem it via your dashboard. This automatically logs a new visit tied to that recovery.
After this "second chance" visit, the AI sends a special follow-up: "Hi [Name], thank you for giving us another chance today. I hope we did better this time?"

Over time, this loop creates a clear record of recoveries and shows you which issues are repeating so you can fix the root cause.

5Coupons, Flyers & Marketing – Driving More Visits

Coupons

Use coupons for apologies, VIP surprises, or quiet nights when you need more covers.

Create a coupon with a clear name and simple rules.
Assign it to a specific customer or share the QR code where you want people to claim it.
When redeemed, the coupon ties back to the customer and logs a visit, so you can see which promotions actually brought people back.

Flyers & QR Signs

In the Marketing and QR Signs sections, you can generate printable material:

Table tents inviting guests to "Check in to get a thank-you text".
Posters that link to your check-in or coupon pages via QR code.
Flyers for local events or partnerships that capture new customers directly into RevIQ.

Broadcast Campaigns (Optional)

You can send one-off campaigns to existing customers (for example: "Valentine's menu", "Slow Tuesday special"). Use these gently; the system tracks usage against your message limits.

6Message Limits, Safety & Best Practices

To keep your number healthy and your guests happy, RevIQ follows simple safety rules:

Messages are only sent within reasonable hours based on your timezone.
Each guest receives a limited number of follow-ups and review nudges. No spam blasts.
Your plan includes a monthly message allowance. The Settings / Billing section shows how much you’ve used.
If you go over your limit, non-critical messages may pause until the next cycle or until you upgrade your plan.

Best Practice: Use RevIQ mainly for people who actually visited you. Avoid uploading lists from third-party sources who never gave you their number directly.

?FAQ – Common Questions

"Why didn't my guest receive a review link?"

Their feedback was not clearly positive (the AI chose the Protection Path).
Your review link is missing in Settings.
You reached your message limit for the billing period.

"Why are no messages sending at all?"

Check that your dedicated phone number is active in Settings.
Confirm the visit has been marked as "Arrived" (not Pending).
Make sure you haven’t hit your message limit or that your subscription is still active.

"Can I answer personally instead of the AI?"

Yes. Open the conversation in Inbox and type your reply. The guest will receive it as a normal text from your RevIQ number.

"What happens if a guest replies days later?"

The AI will still respond, but with more context (for example: "Thanks for following up with us again") and will avoid repeatedly asking for reviews.

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