# Review management

> How Narciso asks clients for a Google review after the visit, how the chat assistant receives compliments and complaints and alerts the owner to unhappy clients, which conditions are needed and why sometimes nothing is sent.

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/recensioni/

The **Gestione recensioni** (Review management) switch (**off** by default) turns on two things that work together: the **review request** after the visit, and the **handling of the comments** clients write in chat. Only the Titolare (owner) can turn it on ([Comunicazioni settings](https://narciso.io/en/docs/impostazioni-comunicazioni/)).

## 1. The review request after the visit

Every hour, at minute :15, Narciso looks for the **sales** for which at least one day has passed and sends the client an invitation to leave a Google review:

> Ciao Nome! Speriamo che il tuo appuntamento da Salone sia andato benissimo 💈 Se hai un minuto, ci farebbe piacere una tua recensione: link

(Hi Name! We hope your appointment at Salon went really well 💈 If you have a minute, we would appreciate a review from you: link)

For emails the subject is «Com'è andata da Salone?» (How did it go at Salon?).

For it to be sent, **all** of these conditions must be true:

| Condition | Detail |
|---|---|
| The switch is on | For the salon, not for the individual location |
| The sale has a **linked client** | A sale without a client generates nothing |
| The client has given **consent to commercial communications** | Set from the client record ([Clients](https://narciso.io/en/docs/clienti/)); clients registered by the assistant do **not** have it by default ([How the assistant recognises or registers a client](https://narciso.io/en/docs/riconoscimento-del-cliente/)) |
| **At least 24 hours** and **no more than 7 days** have passed since the sale | An older sale no longer generates any message, so turning the feature back on after months does not send a message for every past sale |
| The sale is not **cancelled, reversed, refunded or disputed** | |
| The salon has the **Google reviews link** | See below |
| The client has a **reachable channel** | See [Automatic messages to clients](https://narciso.io/en/docs/notifiche-ai-clienti/) |

Other rules:

- **One request is sent per sale**: a client with two sales on different days may receive two.
- The program does not send a second request if the client has already received the invitation **in chat** (see below).
- The job handles at most **200 sales per run**, starting from the oldest.

> **Warning.** The salon's **Google reviews link** is **not set from any screen of the program**: support enters it. If it is missing, the job sends nothing and still marks the sales as "already handled": adding the link later does not trigger the requests for past sales. In chat, without a link, the assistant just says thank you ([Support](https://narciso.io/en/docs/assistenza/)).

## 2. Comments in chat

With the switch on, when a client **comments on the service received** (compliments, thanks, criticism, complaints, even outbursts and insults) the assistant follows it up in a calm tone and with few words. A simple "thanks" said to close an information request does **not** count as a comment.

### If they are happy

The assistant thanks them warmly and, naturally, asks whether they would like to tell it on Google too, with the **link written out in full**. When it gives it to them, it marks the review of the latest sale still pending as "already requested", so the hourly job **does not send a second request** for the same visit. If the salon does not have the link, it just says thank you, without promising anything.

### If they are unhappy, disappointed or angry

The assistant does not defend itself, does not explain and **does not promise refunds or discounts**. It acknowledges what the client feels and tries to understand what happened, **one question at a time**: when (looking at their latest appointments), which service, which operator, what went wrong and what they expected. It never blames a person at the salon. With someone who insults, it stays calm and does not repeat the insults.

When it has understood enough, it **records a report for the owner** with a calm account (what happened, when, with whom, what the client asks for, the tone in one word) and a **severity**:

| Severity | When | Effect |
|---|---|---|
| **Low** | A suggestion or a mild criticism | The report is recorded |
| **Medium** | A clear disappointment | The report is recorded with high priority |
| **High** | Serious harm (a person got hurt), a threat of a negative review or legal action, a serious violation | The report is recorded as urgent and, after the message to the user, the conversation moves to **«Serve un operatore»** (Operator needed): it appears in Segreteria (Secretariat) ([Secretariat](https://narciso.io/en/docs/segreteria/)) |

Then it reassures the client: it has told the owner everything and they will be in touch.

> **Warning.** At the moment there is **no screen** that shows the reports recorded by the assistant. Only those of **high** severity come to light, because they bring the chat to «Serve un operatore» and appear as a task in Segreteria. For the others, check the client's **conversation**: the account is not visible elsewhere.

## What to do if

| Situation | What happens | What to do |
|---|---|---|
| No review request was sent | Switch off; Google link missing; sale without a client; client without commercial consent; sale less than 24 hours old or older than 7 days; client without a reachable channel; sale already handled | Check in order; ask support to set the Google link |
| Requests were sent for old sales | Turning the feature back on sends the sales of the last **7 days** not yet handled | Switch off the switch if you do not want them: those already sent cannot be recalled |
| A client received two requests | Two different sales, or they said thank you in chat and the program did not find the sale to mark | Expected behaviour |
| A client does not want to receive requests | There is no exclusion for an individual client | Remove commercial consent from the record ([Clients](https://narciso.io/en/docs/clienti/)), or switch off the switch for everyone |
| The client writes a complaint and nothing happens | Gestione recensioni is off: the message stays with the staff | Turn the switch on or reply yourself |

## Related entries

- [Bots and automations](https://narciso.io/en/docs/bot-e-automazioni/)
- [Automatic messages to clients](https://narciso.io/en/docs/notifiche-ai-clienti/)
- [The chat assistant](https://narciso.io/en/docs/bot-in-chat/)