By default, requests sent to customers who have already received an SMS or email review request will be skipped.
This rule applies to the entire campaign, even if only one contact method such as a phone number or an email address has already been used.
You can change this behavior in your Business Settings by updating how SMS and email resends should work.
To update these settings, open the top navigation menu, click the dropdown, and select Edit.
Scroll down to the Contact Management section to find and update the resend settings.
With the default settings, if a customer has previously received an SMS or email request, you’ll see a warning message. From there, you can either confirm to resend or choose to skip.
If you want to resend requests regardless of whether the customer has already received one, select the second option: “Resend even if the customer was previously sent an SMS or email request.” When this option is enabled, no warnings will appear and the requests will be sent again automatically.
To add additional checks, enable the option “Exclude customers who have already clicked on a review link.” This ensures resends will only go to customers who haven’t fully interacted with your request.
You can also set a time threshold, so resends are only sent if the customer last received a request at least the selected number of days, months, or years ago.
With these options selected, if a customer doesn’t meet the rules you’ve set, you’ll see a warning. You can then decide whether to skip the request or ignore the warning and resend it anyway.