Service reminders and review requests

Both of these run on the same rule, and it is the first thing to know: nothing on either screen ever sends itself. Torqix keeps the list and writes the words, and a person reads the text and presses send — every time, for every customer. There is no trigger to configure and no delay dropdown, because there is no machine on the other end of one.

Turning service reminders on

Service reminders are off until you pick a cadence. That is deliberate: a shop that has not chosen an interval gets no worklist at all, rather than a screen of chases invented on its behalf.

1. 1

   Step 1: Open shop settings

   Go to Shop settings and find the card headed Service reminders.

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   Step 2: Pick an interval

   The Service reminder interval select offers Off, 3 months, 6 months and 12 months. Cars whose last finished repair order is older than the interval start surfacing on the Reminders page on their own.

The list maintains itself. It is derived from your finished tickets on every load, so nobody files a reminder and nobody has to remember to close one: a car that comes back for service closes its own row as booked. Only work your shop actually finished counts — imported history from a previous system never invents a due date, and a car you have never completed a job on never appears.

A reminder can also carry an odometer target, such as due at 65,000 mi. Torqix compares that target with the latest reading on the vehicle and compares the calendar target with today. Whichever one is first observed as due opens the reminder, and the row keeps whether the date or mileage fired it. A corrected odometer reading does not rewrite why an advisor originally saw the row. If there is no odometer reading, the mileage target waits; the calendar target can still come due on its own. This is the latest mileage saved on the vehicle, not a live connection to its dashboard, so it can be as old as the last manual, imported, or repair-order reading.

Working the reminders list

Each row is one decision: do we reach out about this car. Three ways to answer it:

Draft reminder

Writes the text — the customer's name, the car, your shop's name, and an offer to get it on the schedule — and drops it into the ordinary message composer. You read it, change anything you like, and press send yourself. Customers whose preferred language is Spanish get the Spanish wording.

Snooze

Snooze 1m or Snooze 3m hides the row for a month or three; it comes back on its own when the time is up.

Set mileage

Set mileage takes a whole-mile odometer target, such as 65,000, and arms the row so it comes due when the car's recorded mileage passes it or its date arrives, whichever is first; the row then says which one fired. An empty value clears the target. Nothing is sent by itself.

Dismiss

Takes the car off the list for good, with an optional note saying why. A dismissed car does not creep back next month — “stop asking about this car” is a person's decision about a customer, and time passing does not overrule it. It returns only after the car actually comes in again and another interval passes.

One outreach per visit is the contract. Once a row is drafted it leaves the list, and it only comes back after the next finished visit plus the interval — a customer who never answered is not chased again by a machine. Customers somebody marked as departed are excluded from the audience automatically, and the page says how many.

Asking for a review

The review ask is one tap on a finished ticket. On a paid repair order, press Ask for a review and the composer opens with the ask already written; you press send. Before the button lights up, four things have to be true, and when one is not, the button itself tells you which:

• The ticket is paid or closed. A quote is a price, not a visit, and an open ticket is not a finished experience to ask about.
• A review link is set. That is the Review link on the reviews screen — your Google, Yelp or Facebook review page, wherever you want the customer to land.
• The customer has a number that agreed to texts. Consent has no override here either.
• It has been at least 90 days since this customer was last asked — counted across every location in your organisation, because a person asked by two branches three weeks apart experiences it as the same shop texting twice.

The wording is yours to change. Open CRM › Reviews and edit The message: {first} becomes the customer's first name (or “there” for a walk-in with no name on file), {shop} your shop's name, and {link} the review link — which every template must include, because an ask with nowhere to go is worse than not asking. Leave the box blank to use the standard wording, and the What the customer gets preview shows exactly what will land on a phone, rendered by the same code the send uses.

What the reviews screen shows

The Reviews screen under CRM is the record of the program: Asked, Wrote back and Last asked, over the last 90 days, plus every ask with the words that went out and whether the carrier took them. “Wrote back” means the customer sent any inbound text within 14 days of the ask — it is an honest signal that the message landed, not proof that anybody posted a review.