> For the complete documentation index, see [llms.txt](https://docs.moregoodreviews.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.moregoodreviews.com/platform/request-strategy.md).

# Request Strategy

Your request strategy controls when and how MGR sends review requests to your customers. Each project has its own strategy. You decide who gets asked, when they get asked, and how many follow-ups they receive. The goal is to request reviews at the right times from customers who are likely to leave positive feedback.

Go to **Settings** in the sidebar and select **Strategy** to view and edit your strategy.

### What It Does

The strategy is a set of rules that runs automatically. When a customer meets your conditions (for example, they signed up or were charged, and they have enough charge history), MGR waits for the delay you set, then sends the first review request. If they don't respond, reminders and retries can follow. Limits and schedules help you control volume and timing.

***

### Settings

#### Trigger

The trigger starts the process. Choose when the first request is sent:

* **Send request after a date** – Use the customer's signup or start date.
* **Send request after a charge** – Use the date of their most recent charge.

#### Delay

How long to wait after the trigger date before sending the first request. You can set the delay in hours, days, or months. For example, wait 14 days after signup, or 2 hours after a charge.

#### Channels

Choose how to reach customers: **Email**, **SMS**, or both. SMS requires an SMS connection and is included on **Business** and **Agency** plans.

#### Thank You Messages

Enable or disable automatic thank-you messages when a customer leaves a review. When enabled, MGR sends a short thank-you over the same channel(s) you use for requests.

#### Message Link Expiration

Optionally expire the review link after a set number of days (3, 5, 7, 14, 30, 60, or 90). After that, the link no longer works. Leave this blank for no expiration.

***

### Reminders

If a customer doesn't click a rating in any of your emails or messages, you can send reminders. Choose how many reminders to send (0, 1, 2, or 3) and how many days to wait before each one.

* **One reminder** – Set a single delay (e.g., 2 days later).
* **Two or three reminders** – Set a separate delay for the first, second, and third reminder.

If you use both email and SMS, you can exclude one channel from reminders. For example, send reminders by email only and not by SMS.

{% hint style="info" %}
Reminders are included on **Business** and **Agency**. If the option is locked, upgrade your plan.
{% endhint %}

***

### Retries

Retries are different from reminders. A **retry** is a new full request sequence sent to a customer who never clicked a rating in any of your previous requests or reminders. Use retries to give them another chance later.

Choose how many retries to send (0, 1, or 2) and how many days to wait after the last request before sending the next sequence.

{% hint style="info" %}
Retries are included on **Business** and **Agency**. If the option is locked, upgrade your plan.
{% endhint %}

***

### Schedule

Control which days and times requests are sent. For each day of the week you can:

* **Send anytime** – Requests can go out any time that day.
* **Send between** – Choose a start and end time (e.g., 9:00 AM–5:00 PM).
* **Do not send** – No requests on that day.

Set a time zone so the schedule applies correctly for your customers.

***

### Conditions

Narrow who receives requests based on charge history and subscription status.

#### Require Subscription

When set to **Yes**, only customers with an active subscription receive requests. Customers without a subscription are skipped.

#### Charge Conditions

Target higher-value customers by setting minimums:

* **Number of charges** – Minimum number of charges (e.g., at least 3).
* **Total charge amount** – Minimum total amount charged (in your project currency).
* **Average charge amount** – Minimum average per charge (in your project currency).

Leave any field at 0 to skip that condition. All conditions you set must be met for a customer to receive a request.

***

### Limits

Cap how many requests go out per day or per month for email and SMS. This helps you stay within provider limits or control costs.

* **Daily email requests** – Max requests per day by email.
* **Monthly email requests** – Max requests per month by email.
* **Daily SMS requests** – Max requests per day by SMS.
* **Monthly SMS requests** – Max requests per month by SMS.

Leave a limit blank for no cap. Limits apply per project.

{% hint style="info" %}
Limits may only be visible to account owners. If you don't see this section, your plan or role may restrict it.
{% endhint %}

***

### How to Edit Your Strategy

1. Go to **Settings** in the sidebar.
2. Click **Strategy**.
3. Adjust the sections you need (Settings, Reminders, Retries, Schedule, Conditions, Limits).
4. Click **Save** in each section after making changes.

Changes apply to future requests. Customers already in the queue keep their existing schedule.

***

### What Happens When a Customer Responds

When a customer interacts with a review request, MGR adjusts what gets sent next. This keeps customers from receiving follow-ups they no longer need.

#### When They Open Your Review Page

When a customer clicks a link in a request or reminder and lands on your review page, MGR stops any remaining reminders for that request. The current request sequence is considered complete, even if they have not submitted a rating yet.

If you use both email and SMS, opening the review page from either channel stops pending reminders for that customer across both channels.

#### When They Leave a Review

When a customer submits a rating or review (through your review page, a one-click rating in email, or a review you add manually for them), MGR:

* **Cancels all pending messages** – Any scheduled requests or reminders for that customer are canceled. They will not receive further follow-ups for that sequence.
* **Stops automatic retries** – The customer is marked as reviewed on the **Customers** page. They will not receive future automatic retry sequences from your strategy.
* **Sends a thank-you message** – If you have thank-you messages enabled, a thank-you email or SMS is still sent after they leave a review. Thank-you messages are not canceled when other messages are.

On the customer's profile, canceled messages stay in the **Messages** section as faded rows with a **canceled** label. See [Messages](/platform/projects/messages.md) for how they appear in the UI.

#### When They Click but Don't Review

If a customer opens your review page but leaves without submitting, they appear as **Review Missed** on the **Customers** page. Reminders for that request are already stopped, but if you have retries enabled and they never leave a review, they may still receive a new request sequence after your retry delay.

#### Asking Again Manually

Leaving a review stops automatic outreach for that customer, but you can always send another request manually from their profile on the **Customers** page.

{% hint style="info" %}
**Reminders vs. retries after a review:** Reminders are follow-ups within one request sequence. Retries are entirely new sequences sent later. Both stop automatically once a customer leaves a review.
{% endhint %}

{% hint style="success" %}
Customers who tap a one-click rating in email submit their rating right away. Reminders and retries stop for them just as they would if they completed the review on your page.
{% endhint %}

***

### Tips

{% hint style="info" %}
A customer is only automatically requested once per project. After that, you can manually send another request from the customer's page if you want to ask again.
{% endhint %}

{% hint style="success" %}
Start with a simple strategy—for example, 14 days after signup, email only, no reminders—and add conditions, reminders, or limits as you learn what works for your business.
{% endhint %}

{% hint style="warning" %}
If you use the "after a charge" trigger, make sure you're importing charge history from Stripe, an app connector, or the API. Without charge data, customers won't qualify.
{% endhint %}