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Building Journeys in Attentive to Send SMS Review Requests
Building Journeys in Attentive to Send SMS Review Requests

Send SMS review requests in Attentive by building a journey

Amanda Calderon avatar
Written by Amanda Calderon
Updated over a week ago

By building a journey in Attentive, you can send SMS review requests using an Okendo sequence. You can also enable your Attentive journey to send review request reminders and 'Thank You' messages to your customers.

In this article, you'll learn how to:

Before you begin

You need to authorize Okendo to access Attentive before you can build a journey. For more information, see Integrating with Attentive.

Build a journey

  1. Log in to Attentive.

  2. In the Attentive sidebar, click Journeys.

  3. Click the Create Journey button in the upper-right corner of the page.

  4. Click the Custom Journey tile, and then click the Okendo Review Request tile.

    Click Continue.

  5. Select Send a message about something else, and then click Get Started to trigger the new journey. The new journey appears.

  6. In the Journey map, click the plus icon (+) and select the Send text message option.

    The Send text message pop-up appears.

    Note: You don't need to include an initial wait block. The wait time occurs in the Okendo sequence.

  7. Type your message in the box and add your event variables.
    Note: You must complete this step before you activate your journey.

  8. Click Save, and then click Turn on to activate your journey.

Add event variables

An event variable allows you to personalize your text message based on the event that Okendo sends to Attentive. The available event variables are:

Event Variable


{{triggerEvent.custom['First Name']}}

Customer's first name as it appears in their Shopify order

{{triggerEvent.custom['Last Name']}}

Customer's last name as it appears in their Shopify order

{{triggerEvent.custom['Product Name']}}

Name of a product in the customer's Shopify order

Note: Okendo sends the name of the first product in the order to Attentive.

{{triggerEvent.custom['Product Review Url']}}

URL of the review request form

Note: You must add the {Product Review Url} event variable so that your customers can access the review request form.

The URL links to the review request form for the first product in the review. Your customers can submit reviews for any other products in their orders after they submit the first review.

{{triggerEvent.custom['Product Variant Name']}}

If one exists, name of the product variant

To add event variables

  1. Follow the steps in the previous section, Build a journey.

  2. In the Sent text message box, compose your message in the Message box.

  3. As you compose your message, click the Personalization button to add an event variable.

  4. Click Save.

Create a reminder in Attentive

You can add a branch to your Attentive journey that will send a reminder to the customer to submit a review. After Okendo sends review request emails to customers, it creates the Okendo Review Created event. Attentive uses this event to filter the Okendo Review Request event when sending reminders to customers.

  1. Open your active Okendo Review Request journey, and then click Edit journey.

  2. From the Rules sidebar, drag and drop a Wait step to the journey map.

    The Wait pop-up appears.

  3. In the Wait For: boxes, select the amount of time you want Attentive to wait before it asks for a reminder, and then click Save.
    Note: We recommend the following wait times:

    • For a reminder: (TBD) days after Okendo sends the review request.

    • For a thank you message: (TBD) hours

  4. From the Rules sidebar, drag and drop a Branch step below the Wait step.

    The Branch pop-up appears.

  5. In the Choose condition drop-down list, select What segment the subscriber is in.

  6. Click the Choose segment field, and then click create a new segment. The Create a segment page appears.

  7. In the Choose condition drop-down list, select A subscriber's activity, and then make the following selections:

    • In the Choose activity drop-down list, select Okendo Review Created.

    • In the At least once drop-down list, select Less than.

    • In the Number box, type 1.

    • In the Over all time drop-down list, select In the last.

    • In the Number box, enter the amount of time from Step 3.
      Note: You'll want to allow enough time for customers time to submit a review.

  8. Click Create, and then type a name to save your segment. The description is optional.

    Note: We recommend you name the segment Eligible for Okendo Review Request Reminder.

  9. Click Save twice: once in the Save your Segment pop-up, and then in the Branch pop-up.

  10. From the Rules sidebar, drag and drop a Send text message step under the Segment path on the branch.
    Note: You can personalize your text message by following the steps in the previous section, Add event variables.

  11. Click Turn on to activate your journey.

Complete your Attentive setup

Before you can start sending review requests to customers, you need to create an Okendo sequence that connects to the Attentive journey you just built. To learn how to, go to Creating an Okendo Sequence for Attentive.

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