Can I send other types of automations?

Review requests are the first automation. More triggers may be added later.

What if the customer already left a review?

The email still sends at the configured delay. Customers who already reviewed can ignore it or leave an updated review if your policy allows.

Customers Business

Review request automation

Automatically email customers after appointments to ask for a review.

Quick answer: Open Marketing → Automations to send a review request email after each appointment ends. Set the delay, customise the message, and optionally reward reviewers with a discount code.

Incomplete guide2 min readFor BusinessReviewed 17 June 2026

Open Marketing → Automations in Sway

Before you start

Individual or Team plan

Overview

The review request automation emails customers after their appointment ends, inviting them to leave a review on your public booking page. Only customers who opted in to email marketing receive it. Each send uses one marketing email credit.

Screenshot coming soon

Marketing → Automations.

Setting up review requests

Open Marketing → Automations
Look for: Automations
Turn on Review request
Toggle Active and set how many hours after the appointment ends to send — for example 2 hours.
Look for: Active
Customise the email
Edit the subject and body. You can use {{customer_name}}, {{review_link}}, and {{business_name}} in your message.
Optional: add a review discount
Enable Review discount incentive to email a single-use percentage-off code after the customer submits a review. Set the discount and how many days the code is valid.
Look for: Review discount incentive
Save automation
Look for: Save automation

Automated email billing

When your monthly included emails and pack credits run out, choose what happens for automated messages:

Pause when empty — skip automated emails until next month or until you buy credits
Auto-charge overage — charge your card on file at 2p per email when credits are exhausted

Note

Blast campaigns always ask you to confirm before sending. The billing preference above applies to automations only.

Marketing email credits & usageRead →

Common questions

Frequently asked questions

Yes, when the automation is active and the customer opted in to email marketing. No-shows and cancelled bookings do not trigger it.

Still need help?

If this article didn't answer your question, search the help centre or contact our support team.