Why WhatsApp works for review requests
In India especially, many customers read WhatsApp messages long before they open an email. A WhatsApp review request message arrives where the customer already talks to the store about orders and appointments, so it feels like part of the conversation. Google's own help page mentions WhatsApp messages as one way to send review requests. The risk is the same closeness: a badly timed or repeated message on WhatsApp feels more intrusive than an email and is more likely to be blocked.
Google on creating a review link or QR code and where to share it.
Create a Google link or QR code to request reviews (Google Business Profile Help)Permission comes first
WhatsApp's Business Policy says you may contact people only if they have given you their number and you have received opt-in permission confirming they want to receive messages from you. It also says you must respect requests to opt out and should give clear instructions for opting out of categories of messages. How you collect opt-in is your responsibility, so record when and how each customer agreed. If your messages go through a WhatsApp Business provider, check their current rules on message templates and categories too.
WhatsApp's Business Policy on opt-in and opt-out.
Business Policy (WhatsApp for Business)Google's rules still apply
WhatsApp is just the channel. Google prohibits offering incentives such as discounts or free products in exchange for reviews, and its content policy says businesses may not selectively solicit positive reviews. So every eligible customer gets the same message, and it never mentions stars.
Google on asking customers for reviews: genuine experiences only, no incentives, and a link or QR code to share.
Tips to get more reviews (Google Business Profile Help)Template: after a store visit
Hi [Name], thank you for visiting [Store name], [Area] today. Could you share an honest review of your visit on Google? [link] Reply STOP if you do not want messages like this.
Naming the area helps when a brand has several stores in one city: the customer knows which visit you mean.
Template: after a delivery
Hi [Name], your [Brand] order was delivered today. If anything is not right, just reply here and we will help. If you would like to tell other customers about your experience, you can review us on Google: [link]
Putting help first is good service. It must not become a filter: everyone receives the link, whatever they reply.
Template: after an appointment
Thank you for visiting [Clinic name] today. We would appreciate an honest Google review of your visit: [link]. Please do not include personal health details in a public review.
Template: Hinglish
Hi [Name], [Store name] aane ke liye thank you! Aapka experience kaisa raha? Google par apna honest review zaroor share karein: [link]
Full Hindi templates in Devanagari with transliteration.
When to send
- Retail and restaurants: the same day, ideally within a few hours.
- Deliveries: after delivery is confirmed, not at dispatch.
- Services and appointments: later the same day or the next morning.
- Avoid late nights, early mornings and religious holidays when people do not expect business messages.
Keep the message clean
One message, one link, no images. Long messages with banners and offers look like marketing and get ignored. Do not combine the review request with a promotion: Google's tips say review replies should not be used for deals, and mixing an offer into the request can look like an incentive. Test that the link opens straight to the review form on both Android and iPhone.
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When customers reply on WhatsApp
Some customers will answer the message instead of writing a review, often with a complaint. Treat that as a service conversation: someone at the store or the support team should reply within the day. Do not ask them to post the complaint as a review, and do not hold back the review link from people who complain.
Running it for many stores
Use one approved template per language, with fields for store name, area and the store's own review link. Keep a log of opt-ins and opt-outs centrally so a customer who opts out at one store does not keep hearing from another.
Common mistakes
- Messaging customers who never opted in.
- Sending reminders every day.
- Adding a discount for reviewing.
- Sending the link only to customers who replied positively.
- Using one link for all stores.
- Ignoring STOP replies.
Common questions
Can I send review requests from a personal WhatsApp number?
It is better to use the business's own account so customers know who is writing and messages are logged.
Can I add the review request to the order confirmation?
Send it after the experience, not before; customers cannot review what has not happened yet.
Should I follow up?
At most once, a few days later, and never after someone has asked you to stop.
Does WhatsApp have rules about review requests specifically?
Its Business Policy covers opt-in, opt-out and not spamming people; it does not single out review requests.
Checklist
- Opt-in recorded.
- Short message with store name.
- Correct review link.
- Opt-out instruction.
- No incentive, no rating hint.
- Replies handled by a person.
In short
Message only customers who opted in, send one short request with the right store's link soon after the experience, honour opt-outs, and follow Google's rules on incentives and selective asking.
Doing this with Falcon
Falcon does not send review requests. It analyses the Google reviews your requests produce: every Google Maps review of your stores is classified into themes, sub-themes and specific issues from your own taxonomy, with the sentiment of each mention and the exact quote behind it. As volume grows, negative share by topic, store and month becomes more reliable, small samples are flagged, and you can see whether new reviews are more detailed and more useful than the old ones.