How to Set Up Review Request Automations in Lawmatics
This article walks you through the recommended process for sending review or feedback requests to clients after their case has closed. You'll learn how to segment clients based on the outcome of their case and trigger the appropriate emails and texts automatically.
✅ Step 1: Set Up Your Sub-Statuses
Before building your automations, head to your Settings > Matters page and create three new sub-statuses under your Hired status:
Closed – Positive
Closed – Neutral
Closed – Negative
These sub-statuses will determine which automation the matter triggers after it is updated.
✅ Step 2: Build Your Feedback Request Form
Next, create a feedback form in Lawmatics to gather client input. You can customize the form as needed, but we recommend including:
NPS-style question: “On a scale of 1–5, how likely are you to recommend our firm to a friend or colleague?”
Follow-up questions such as:
What is the primary reason for the score you gave?
What could we have done better?
What did you like most about our service?
💡 Tip: Use dropdown fields where possible so you can later report on form responses.
✅ Step 3: Create the “Closed – Positive” Review Automation
Go to Automations > Workflows and click Create New Automation.
Name it something like: Review Request – Positive.
Set the Target Type to Matter.
In Entry Conditions, choose:
Status is “Closed – Positive”
Add Email Action:
Select Send Email
Use or create a review request email template
Send from the lead attorney
Attach your signature
Optionally set a delivery window for business hours
Include your Google Review link in the email
Add Text Message Action:
Select Send SMS
Use merge fields to personalize
Paste the same Google Review link in the message
Optionally set a delivery window for the text
✅ Step 4: Create the “Closed – Neutral/Negative” Feedback Automation
Go back to Workflows > Create New Automation
Name it something like: Feedback Request – Neutral/Negative
Set the Target Type to Matter
In Entry Conditions, choose:
Status is “Closed – Neutral” OR “Closed – Negative”
Add Email Action:
Select Send Email
Use or create a feedback request email that includes your form
Include your form link using the form merge field
Attach your signature
Optionally set a delivery window
Add Form via Text Message:
Use the Send Form action, not a regular SMS
Choose your feedback request form
Select Send as Text
Personalize using merge fields
Include the form share link in the message
Set a delivery window if desired
✅ Step 5: Triggering the Automation
To trigger either automation:
Go to the Matter
Click Edit
Update the status to one of your new sub-statuses:
Closed – Positive
Closed – Neutral
Closed – Negative
Click Save
The appropriate automation will now run based on the selected sub-status.
🔁 Summary
Sub-Status | Action Triggered |
Closed – Positive | Sends Google Review link via email + text |
Closed – Neutral | Sends feedback form via email + form-text |
Closed – Negative | Sends feedback form via email + form-text |