Followup review solicitor

Follow-Up & Review Solicitor

Use this skill to generate respectful Hebrew follow-up messages, payment reminders, appointment nudges, post-service check-ins, and review requests for Israeli small businesses, freelancers, and consumer-facing service providers. Optimize send timing for Israeli workweeks, Hebrew wording, ₪ amounts, DD/MM/YYYY dates, and common local expectations around WhatsApp, SMS, email, and Google Business Profile review links.

This skill is designed for lawful, consent-aware, transactional communication. Keep every message connected to a real customer interaction, avoid manipulative review gating, and include opt-out text when a message may be viewed as promotional.

Core outcomes

Produce the following outputs:

1. A send plan with the recommended local send time in Asia/Jerusalem.
2. A Hebrew message ready for WhatsApp, SMS, email, or CRM insertion.
3. Compliance notes for consent, opt-out, privacy minimization, and review platform restrictions.
4. A fallback action when timing, consent, missing fields, or customer sentiment makes a review request unsuitable.
5. Structured payloads that can be passed to a CRM, SMS provider, WhatsApp Business provider, or manual copy-paste workflow.

Use cases

Use the skill for:

• A freelancer asking for feedback after delivery of design, legal, writing, development, tax, tutoring, or consulting work.
• A beauty salon, clinic, garage, plumber, electrician, locksmith, or technician following up after a completed service visit.
• A shop checking whether a delivery arrived and then asking for a review only after a positive customer response.
• A bookkeeper or accountant sending a polite reminder for missing documents, payment, or approval of a report.
• A gym, course provider, or therapist sending appointment reminders without sensitive details.
• A consumer who needs a polite Hebrew message to ask a seller, service provider, or landlord for a status update.

Do not use the skill for bulk advertising, bought reviews, fake reviews, coercive review requests, medical diagnosis follow-up, debt collection threats, or messages that bypass platform policies.

Inputs

Collect or infer these fields. Use safe defaults when a field is missing.

Field	Required	Example	Notes
business_name	Yes	דוגמה שירותי חשמל	Use the name the customer recognizes.
customer_name	Optional	נועה	Use first name only unless the existing relationship is formal.
event_type	Yes	service_completed, invoice_due, appointment_reminder, delivery_checkin, review_request	Drives wording and timing.
event_date	Yes	24/06/2026	Localize as DD/MM/YYYY.
channel	Yes	whatsapp, sms, email, phone_script	WhatsApp is common but not always appropriate.
amount_ils	Optional	₪450	Use for invoices and payment reminders only.
review_url	Optional	Google Business Profile review link	Required for direct review request.
sentiment	Optional	positive, neutral, negative, unknown	Request reviews only for positive or confirmed-satisfied customers.
consent_status	Recommended	transactional, marketing_opt_in, opted_out, unknown	Do not send promotional text to opted-out contacts.
urgency	Optional	low, normal, high	Urgent messages may use earlier windows but still avoid rest hours.
business_type	Optional	freelancer, retail, service, clinic, accountant	Improves phrasing and sensitive-field handling.

Timing model for Israeli audiences

Default timezone: Asia/Jerusalem.

Message type	Primary window	Secondary window	Avoid
Post-service check-in	Same day 18:00-20:30 or next business day 09:30-11:30	Sunday-Thursday 12:00-13:30	Friday afternoon, Saturday, late evening
Review request after positive reply	10-30 minutes after positive signal	Next business day 10:00	Asking before satisfaction is confirmed
Appointment reminder	Previous business day 17:00-19:30	Same day 08:30-10:00	Saturday; too late for rescheduling
Payment reminder	Sunday-Thursday 09:30-12:30	Sunday-Thursday 16:00-18:00	Thursday late evening; Friday after 12:00
Missing documents	Sunday-Thursday 09:00-12:00	Sunday-Thursday 15:00-17:00	Month-end panic wording
Delivery check-in	1 day after delivery, 10:00-12:00	18:00-20:00	Immediate review request before delivery is confirmed

Hard rules:

• Do not schedule non-urgent messages on Saturday.
• Do not schedule Friday messages after 12:30 unless explicitly requested by the user.
• Do not schedule between 21:00 and 08:00.
• Treat Jewish and Israeli holidays as blackout periods when the business has not configured holiday-specific availability.
• For B2B accounting, legal, or office services, prefer Sunday-Thursday morning.
• For home services and retail, evening check-ins can work when the service happened the same day.

Decision tree

flowchart TD
    A[Start: need follow-up or review request] --> B{Real prior transaction?}
    B -- No --> Z[Do not send. Create consent-first or support-only message.]
    B -- Yes --> C{Customer opted out?}
    C -- Yes --> Z2[Do not send. Record suppression.]
    C -- No/Unknown --> D{Message contains promotion or coupon?}
    D -- Yes --> E{Marketing opt-in exists?}
    E -- No --> Z3[Remove promotion or do not send.]
    E -- Yes --> F[Add opt-out line and continue.]
    D -- No --> G[Continue as transactional or service follow-up.]
    F --> H{Customer sentiment known?}
    G --> H
    H -- Negative --> I[Send apology/support escalation. Do not request review.]
    H -- Unknown --> J[Ask satisfaction check question first.]
    H -- Positive --> K{Review URL available?}
    K -- No --> L[Ask for feedback or request missing review link.]
    K -- Yes --> M[Schedule in next Israeli-friendly window.]
    J --> M
    L --> M
    M --> N[Render Hebrew message with date, ₪ amount if relevant, and channel limit.]

Message strategy

Follow these rules:

• Use short Hebrew sentences.
• Prefer neutral wording that works for any customer gender.
• Avoid exaggerated praise, pressure, and emotional manipulation.
• Use the customer's first name only when available.
• Keep SMS under 300 characters when possible.
• Put the review link at the end.
• Use תודה and אפשר instead of demanding language.
• Use חוות דעת rather than transliteration of "review".
• Use חשבונית מס/קבלה, אישור תשלום, מסמכים חסרים, and דו"ח מע"מ where relevant.
• Do not mention sensitive service details in reminders for clinics, therapy, legal, or debt matters.

Template patterns

Service completion check-in

היי {customer_name}, תודה שבחרת ב{business_name}. רציתי לוודא שהכול תקין אחרי השירות מ-{event_date}. אם יש משהו שדורש טיפול נוסף, אפשר לענות כאן ואטפל בזה בהקדם.

Use this before a review request when sentiment is unknown.

Review request after positive signal

היי {customer_name}, תודה על העדכון. אם השירות היה טוב עבורך, אפשר להשאיר חוות דעת קצרה כאן:
{review_url}
זה עוזר ללקוחות נוספים להבין למה לצפות. תודה רבה.

Do not send this when the customer complained, asked for a refund, or has not confirmed satisfaction.

Payment reminder

היי {customer_name}, תזכורת נעימה לגבי חשבונית מס/קבלה מ-{event_date} על סך {amount_ils}. אפשר להסדיר תשלום כאן:
{payment_url}
אם התשלום כבר בוצע, אפשר להתעלם מההודעה. תודה.

Use this only for legitimate payment follow-up. Do not include threats or legal claims unless a qualified professional provided approved text.

Missing documents for accountant or bookkeeper

היי {customer_name}, חסרים עדיין מסמכים להשלמת הדיווח עבור {period_label}. נא לשלוח את החשבוניות/קבלות החסרות עד {due_date} כדי לאפשר הגשה בזמן. תודה.

Avoid exposing tax identifiers or financial details in SMS.

Delivery check-in

היי {customer_name}, רציתי לוודא שהמשלוח מ-{event_date} הגיע תקין. אם יש בעיה, אפשר לענות כאן. אם הכול בסדר, תודה על הבחירה ב{business_name}.

Ask for a review only after the customer confirms that the delivery is fine.

Appointment reminder

היי {customer_name}, תזכורת לפגישה עם {business_name} בתאריך {event_date} בשעה {appointment_time}. אם צריך לשנות מועד, נא לעדכן מראש. תודה.

For healthcare, therapy, legal, or other sensitive services, avoid service details beyond time and location.

Edge cases

Case	Correct behavior
Customer is unhappy	Send service recovery. Do not request review.
Review URL missing	Return missing-field action or ask for private feedback only.
Customer name missing	Use היי, and avoid awkward placeholders.
Business name missing	Ask for or require the business name before customer-facing send.
Mixed Hebrew and English brand	Keep brand names as provided; use real Hebrew legal/accounting terms.
Friday after noon	Move to Sunday morning unless the message is urgent and transactional.
Saturday request	Move to Sunday 09:30 for non-urgent communication.
Opted-out customer	Do not send. Record suppression.
Marketing coupon in review request	Remove coupon or require marketing consent; avoid incentivized reviews.
B2C cancellation rights	Do not imply that a review changes cancellation, refund, warranty, or legal rights.

Service recovery template:

היי {customer_name}, תודה שעדכנת. חשוב לטפל בזה כמו שצריך. אפשר לשלוח כאן פירוט קצר או תמונה, ואבדוק את הנושא בהקדם.

Anti-patterns

Anti-pattern	Why it fails	Better option
תן לנו 5 כוכבים	Pressures the customer and biases the review.	אפשר להשאיר חוות דעת קצרה.
רק אם היית מרוצה, דרג אותנו	Review gating can violate platform rules.	Ask for feedback first, then request a review after a positive reply.
Sending at 23:10	Feels intrusive.	Schedule the next friendly window.
Coupon for review	Can be treated as incentivized review.	Thank the customer without a reward.
Mentioning medical/tax details in SMS	Creates privacy risk.	Use generic wording and secure portal links.
Bulk review blasts to old contacts	Consent and relevance risk.	Segment recent completed transactions only.
Ignoring complaints	Damages trust.	Escalate to support and pause review flow.
Overly formal legal tone	Sounds threatening.	Use polite, factual wording.

Production checklist

Before activating an automation:

• Confirm that every recipient has a real recent transaction or service interaction.
• Store consent status, opt-out status, channel preference, and last-contact date.
• Add a suppression list for opted-out contacts and unresolved complaints.
• Configure Israeli blackout periods, Friday cutoff, Saturday block, and holiday calendar.
• Use different templates for check-in, review request, payment reminder, and missing documents.
• Remove sensitive details from SMS and WhatsApp notifications.
• Keep review requests neutral and do not ask for a specific rating.
• Add opt-out text when the message can be interpreted as marketing.
• Log message ID, template ID, timestamp, channel, and status.
• Rate-limit sends per customer and per business.
• Test links on mobile before use.
• Keep a manual approval step for sensitive industries.
• Keep records needed for privacy and spam-law compliance.
• Review the latest legal requirements with qualified counsel before high-volume sending.
• If adding VAT calculations to invoice reminders, verify the current Israel Tax Authority VAT rate; the package only formats supplied ₪ amounts.

Troubleshooting quick table

Symptom	Likely cause	Fix
Message scheduled on Saturday	Calendar rules not enabled	Force an Israeli business calendar.
Customer receives duplicate WhatsApp	CRM and automation both active	Use idempotency keys per customer/event.
Review request sent to unhappy customer	Sentiment not captured	Require positive signal before review template.
SMS is cut off	Message exceeds segment limit	Use shorter template and move details to link.
Wrong currency format	Locale missing	Format as ₪1,250 and avoid $.
Date confusion	US date format used	Use DD/MM/YYYY.
Customer asks to stop	Opt-out not persisted	Add contact to suppression list immediately.
Link preview looks suspicious	Shortener or tracking domain	Use recognizable domain or platform link.

End-to-end examples

Electrician after successful visit

Input:

{
  "business_name": "אור חשמל",
  "customer_name": "דנה",
  "event_type": "service_completed",
  "event_date": "03/06/2026",
  "channel": "whatsapp",
  "sentiment": "unknown"
}

Output:

היי דנה, תודה שבחרת באור חשמל. רציתי לוודא שהכול תקין אחרי השירות מ-03/06/2026. אם יש משהו שדורש טיפול נוסף, אפשר לענות כאן ואטפל בזה בהקדם.

Recommended send: same day 18:30 if before 20:30; otherwise next business day 09:30.

Positive reply then review request

{
  "business_name": "אור חשמל",
  "customer_name": "דנה",
  "event_type": "review_request",
  "event_date": "03/06/2026",
  "channel": "whatsapp",
  "sentiment": "positive",
  "review_url": "https://g.page/r/example/review"
}

Output:

היי דנה, תודה על העדכון. אם השירות היה טוב עבורך, אפשר להשאיר חוות דעת קצרה כאן:
https://g.page/r/example/review
זה עוזר ללקוחות נוספים להבין למה לצפות. תודה רבה.

Accountant missing documents

היי יואב, חסרים עדיין מסמכים להשלמת הדיווח עבור מאי 2026. נא לשלוח את החשבוניות/קבלות החסרות עד 10/06/2026 כדי לאפשר הגשה בזמן. תודה.

Output contract

{
  "should_send": true,
  "recommended_send_at": "2026-06-04T18:30:00+03:00",
  "timezone": "Asia/Jerusalem",
  "channel": "whatsapp",
  "intent": "service_completed",
  "message_he": "היי דנה...",
  "compliance_notes": [
    "Transactional follow-up tied to a recent service.",
    "No promotional offer included.",
    "No sensitive service details included."
  ],
  "fallback_action": null
}

When a message must not be sent:

{
  "should_send": false,
  "recommended_send_at": null,
  "message_he": "",
  "compliance_notes": [
    "Contact is opted out."
  ],
  "fallback_action": "Suppress contact and do not send review request."
}

Escalation rules

Escalate to a human before sending when:

• The customer expressed anger, refund demand, legal threat, or safety concern.
• The message involves medical, therapy, legal, debt, insurance, tax investigation, or minors.
• The request includes a discount or reward in exchange for a review.
• The user asks to remove negative reviews, create fake reviews, or pressure customers.
• Consent status is missing for promotional text.
• The business wants to send high-volume campaigns to old contacts.

Maintenance

Keep templates versioned. Review logs monthly. Update blackout dates yearly. Verify current legal requirements and channel policies before production use.