How to Set Up Custom GoHighLevel Reputation Management System

When it comes to growing a business, especially local services, online reviews are everything.

One 2-star Google review can scare off 10 new customers. But what if you had a system that automatically requested reviews from happy clients… and gently redirected unhappy ones to give feedback privately?

That’s exactly what Reputation Management inside GoHighLevel (GHL) allows you to do.

In this guide, I’ll break down exactly how to set up a complete review automation system — even if you’re brand new to GoHighLevel. You’ll also learn how to use it for your own business or offer it as a high-ticket service for clients.

What Is Reputation Management, Really?

Reputation management means helping businesses control how they’re seen online, especially in places where people leave reviews, like:

The goal is simple:

• Encourage positive public reviews
• Catch negative feedback before it goes public
• Automate the process so it runs without constant follow-up

Why Do Businesses Need This?

Even if a business has excellent service, they won’t get reviews unless they ask for them, and ask the right way.

Here’s what happens when you set up reputation automation:

How to Build a Review Automation System in GoHighLevel (Step-by-Step)

Let’s walk through the entire process step-by-step. Or watch the tutorial on my YouTube channel.

Step 1: Plan the Review Flow

Before touching any settings, map out what should happen when a service is complete:

1. A customer pays or completes a job
   
2. They automatically get a message (email/SMS) asking for feedback
   
3. If they’re happy, they’re sent to leave a review on Google or Facebook
   
4. If they’re not, they go to a private survey instead
   
5. The business gets notified and can follow up if needed
   

Step 2: Create a Simple Pipeline to Track Everything

GoHighLevel uses pipelines like a visual to-do list – think of it as a flowchart for customer review actions.

How to set it up:

1. Go to Opportunities > Pipelines
   
2. Click Create New Pipeline
   
3. Name it: “Reputation Management”
   
4. Add stages like:
   
   • Review Request Sent
     
   • Survey Viewed
     
   • Review Submitted
     
   • Follow-Up Needed
     

Now you’ll have a clear dashboard to track who’s left reviews and who needs a nudge.

Step 3: Build the Feedback Funnel (The Page Customers See)

You need a landing page to collect feedback.

Steps:

1. Go to Sites > Funnels
   
2. Create a new funnel with 3 steps:
   
   • Step 1: Feedback Request Page
     
   • Step 2: Form to collect their name, rating (1–5), and comments
     
   • Step 3: Redirect Page — send them to Google if positive, or to a private thank you page if not
     

Step 4: Set Up Custom Values & Trigger Links

Custom values save your review URLs in one place, so you don’t have to copy-paste them everywhere.

To set them up:

• Go to Settings > Custom Values
  
• Add:
  
  • {{google_review_link}}
    
  • {{facebook_review_link}}
    
  • {{survey_link}}
    

Then, create Triggers:

• When a customer clicks one of those links → GHL tracks it
  
• You can automatically move them in your pipeline based on the link they clicked
  

This is what makes your system smart. It knows what the customer did and acts accordingly.

Step 5: Create Review Request Emails & Texts

Go to Marketing > Emails

• Create a new template
  
• Write a friendly message like:
  

“Hey [Name], thanks for choosing us! We’d love your feedback. It only takes 30 seconds.”

• Add buttons or links using your custom values like {{google_review_link}}
  

Then go to SMS and do the same thing for text messages.

📩 Want these templates done-for-you (and branded)?
🎯 Book a setup session here.

Step 6: Build the Workflow Automation

This is where you connect it all together.

Go to Automations > Workflows

• Start a new workflow
  
• Trigger: Tag added, like “Review Request”
  
• Actions:
  
  • Wait 1–2 days
    
  • Send email & SMS
    
  • Check if link was clicked
    
  • If yes → Move to “Review Submitted”
    
  • If no → Wait again and send follow-up
    

Add logic:

• If they rated 4–5 stars → Send them to Google or Facebook
  
• If they rated 1–3 stars → Send internal alert & survey
  

Step 7: Handle No Response Customers

Some people won’t respond. That’s normal.

What you do:

• Wait 3 days → Send 1st follow-up
  
• Wait 5 more days → Final follow-up
  
• If no response → Exit them from the workflow
  

This ensures you don’t annoy people, but you give them 2–3 chances to respond.

Final Thoughts: Reputation Automation = Local Business Superpower

Most business owners know that reviews matter, but they often forget to ask for them.
With this GoHighLevel setup, you ask automatically, track every result, and boost public perception without lifting a finger.

🎯 Want me to set it up inside your account (or for your clients)?

I’ll build your full review automation system, branded, tested, and ready to run – so you can start collecting 5-star reviews right away.