The Guide
How RevIQ actually works.
Five systems that sit between your customer walking out and their next public review. Read this before the trial to know exactly what the dashboard will show you on day 30.
00 · Overview
The 5-step flow
Every interaction in RevIQ follows the same shape. Once a visit enters the system, everything downstream runs on its own.
Visit captured
A customer visit enters RevIQ through any of six paths: self check-in QR, manual entry, CSV import, OCR of a paper check-in sheet, desktop sync from your booking system, or the Chrome extension.
Follow-up sent
Your assistant (default name: Aitana) texts the customer from your business's number a few minutes later. Natural tone. No links. No star widget. No survey.
Reply classified
The customer texts back. RevIQ reads the free text — not clicks — and tags it as positive, negative, neutral, or a question that needs an answer.
Routed to the right outcome
Positive routes to a Google review draft generated from the customer's own words. Negative routes to a private recovery conversation with a manager alert. Neutral gets clarified. Questions get answered from your Knowledge Base.
Outcome attributed
If a review posts, it lands in your Reviews tab with an AI-drafted reply. If a recovery voucher is issued and redeemed, the system logs a Recovered Client and tracks the revenue back to the original complaint.
01 · Pillar
The Negative Shield
The job: keep complaints off Google. The Shield is a sentiment gate on every outbound message. It decides, in real time, whether a customer's reply qualifies for a public review ask or needs to be handled privately.
How it decides
When a customer replies, Aitana reads the actual text — not a star rating, not a click. The reply is classified into four routes.
Genuine satisfaction in the words. The system asks for a Google review and sends a draft generated from what the customer just said.
Any sign of disappointment or problem. Manager gets an SMS + push within seconds. Aitana stalls. No review link is ever sent.
Vague or ambiguous. Aitana asks one follow-up question before routing. No review link, no recovery offer, until the direction is clear.
A direct question (hours, parking, pricing). Answered from your Knowledge Base autonomously. Flagged to a manager if we can't answer it.
What both paths actually look like
Same opening message. Same tone. The customer’s reply decides everything after. Real threads, anonymized.
Praise routes to a Google review with a pre-written draft. One tap to post.
Complaint routes privately. Manager gets the full context. Google never hears it.
What the manager sees when a flag fires
The inbox surfaces the flagged customer with a red badge. The manager opens the thread, reads the full context, and can take over the conversation with one tap. The moment they send a reply, Aitana pauses on that thread automatically. The system assumes the human is better equipped to resolve it.
Time-aware holding
Once a customer is flagged and a manager hasn't replied, RevIQ re-pings the manager on an hourly cadence until it's picked up. The customer isn't left waiting, and the AI doesn't keep drafting while something serious is unresolved.
02 · Pillar
Aitana — the human illusion
The job: make every outbound feel like a manager who remembered the visit. Reply rates on RevIQ sit at 29% — roughly 6 to 10× what survey-link tools report. That number isn't magic. It's a pile of small design decisions all pointing the same direction.
What makes her feel human
Sent from your number.
Not a short code. Not “noreply”. The customer sees a local number with your area code and the first message says who it is.
Your name. Your role.
You choose what to call her (Aitana is the default) and give her a role (manager, host, owner). That's how she signs off.
Your customer's language.
Customer replies in Spanish, Portuguese, or French? Aitana switches mid-thread and remembers the preference forever.
Human timing.
2 to 3 minute response delay. Faster if the customer is clearly active in the thread. Never instant — instant feels automated.
Short sentences. No filler.
Banned from her prompt: “I hope this message finds you”, “we truly appreciate”, “absolutely”, “wonderful”. She writes like a person texting back.
Zero-echo rule.
She doesn't parrot the customer's last message back at them. She reacts the way a real person would — acknowledges and moves forward.
How she gets sharper over time
Every time a manager takes over a thread and resolves something, the resolution is captured. RevIQ stores the customer's question, the manager's response, and the context as a training example — embedded, searchable, and scoped to your business only. Your patterns stay yours.
The next time a similar situation comes up, the stored example influences the tone and approach of Aitana's draft. This shifts the style of future replies, not the actions she's allowed to take — high-stakes asks (ad-hoc coupons, bookings, promises) still escalate to a human.
The Knowledge Base
If a customer asks “what time do you close Sunday?” or “is there parking?”, Aitana can answer from your Knowledge Base without involving a manager. You write the answers once during onboarding (or add them later in Settings). The system retrieves the closest match on every inbound and answers if confidence is high enough.
A safe claim, stated plainly
Aitana answers common questions automatically from your Knowledge Base. Takeovers refine her tone in future threads. Anything that requires a new action (ad-hoc discount, booking change, promise) gets flagged to a human. She is autonomous for Q&A, supervised for decisions.
03 · Pillar
The Recovery Loop
The job: turn a complaint into a second visit. When a negative experience surfaces, the manager can issue a recovery voucher directly inside the chat thread. The voucher is personalized, one-time-use, and tied to that customer's phone number.
How redemption is tracked
Voucher issued
Manager picks from pre-approved offers (e.g. 20% off, free dessert). RevIQ generates a unique 6-digit code and sends it as a link in the thread.
Customer returns
The customer brings the link or the code to their next visit. Staff scans the QR with the dashboard's built-in POS scanner, or types the code.
Redemption logged
Status flips to redeemed. The customer is tagged as Recovered Client. The visit counts toward your ROI ticker.
What gets attributed
Every recovered visit counts toward two numbers you see on the dashboard: Recovered Revenue (the dollar value of visits that followed a complaint) and Recovery Rate (percentage of complaints where the customer came back at least once).
The math that matters
A single recovered customer typically has $1,200–$1,800 in lifetime value for a repeat service-business customer. Recovery Loop revenue is the clearest dollars-in-dollars-out measurement in the platform. The voucher is unique. The redemption is counted.
04 · Pillar
Visit Capture
The job: make sure no visit slips through. Aitana can't text someone who isn't in the system. Visit Capture is the layer that gets every customer into the database, through whichever path fits your shift.
Six ways a visit enters RevIQ
Self check-in QR
Print a QR, set it on the reception desk. Customers scan, enter their name and phone, and they're in. Consent is captured on the form.
OCR of a check-in sheet
Snap a photo of a paper check-in sheet or sign-in log. OCR parses names and phones. Review, confirm, import.
CSV import
Already have a spreadsheet from your POS or reservation system? Drag in the file. Map columns once, re-use the template after.
Desktop app sync
The RevIQ Desktop App runs on your reception PC and auto-syncs visits from OpenTable and SevenRooms. No manual entry.
Chrome extension
Browse your reservation dashboard as usual. One-click capture for edge cases the desktop sync doesn't cover.
Manual entry
Type a name and phone directly into the dashboard. Fastest for walk-ins or single additions.
Dedupe by phone number
Every inbound visit is checked against the last 10 digits of the phone number. If it matches an existing customer, the visit is attached to them (not created as a duplicate). Visit count ticks up, language preference carries forward, and Aitana has the history she needs to sound like she remembers.
05 · Pillar
The Growth Engine
The job: turn a recurring promotion into a trackable growth asset. Most businesses print flyers and have no idea which ones worked. Growth Engine fixes that with AI-generated flyers that carry a unique QR from the moment they're created.
From prompt to printable in 60 seconds
Describe the promotion
Type a short prompt (“Summer sale, 25% off all week”). AI picks an art direction that matches your brand and generates the flyer.
Unique QR baked in
Every flyer gets its own QR. That QR points to a check-in page that tags every incoming lead with which flyer pulled them in.
Scans become tracked customers
A customer who scans the QR lands on a branded check-in page. The moment they enter their phone, they're a tracked lead attributed to that specific flyer.
Attribution you can actually see
Every flyer has its own page in the dashboard showing scans, check-ins, first-visit revenue, repeat visits, and the resulting reviews. You stop guessing which promotion worked — the numbers tell you.
06 · Reference
Setup essentials
The short version of the operational side. Everything here also lives in-app once you're signed in.
First-time setup
The onboarding wizard is 9 steps. Google Connect auto-fills most of your business details. You'll pick a phone number, name your assistant, set quiet hours, and approve your recovery offers. 10–15 minutes end to end.
Team & roles
Invite teammates from Settings → Team. Two roles: owner (full access) and team member (inbox, customers, and check-in only). Roles can be changed anytime.
Knowledge Base
Add Q&A pairs in Settings → Knowledge Base. Hours, parking, pricing, service highlights, booking policy. Aitana uses these to answer customer questions autonomously.
AI Training
Every manager takeover is captured as a training example for your business only. View everything Aitana has learned at Dashboard → AI Training. Test edge cases in the simulator.
Mobile-ready
The dashboard is mobile-first. Add to Home Screen from Safari or Chrome for a full-screen app experience with push notifications when a customer is flagged.
Billing & plans
Plans are per location. Every tier includes the full system; only messaging volume changes. Your trial dashboard shows usage live. At trial end, the platform recommends the plan that matches your actual volume.
07 · Questions we get asked
Straight answers
Will customers know the messages are AI?
Every message is disclosed as AI-generated in your Terms of Service, and our opt-in language names RevIQ as the sending platform. The conversation feels human because the craft is good, not because we hide the source.
What happens if my manager doesn't answer a flagged thread?
Aitana holds the thread (no new outbound) and re-pings the manager hourly until the flag is picked up. If a manager still doesn't respond, the customer stays in the flagged state and the conversation sits in the inbox under Needs Attention.
Can a customer text Aitana first?
Yes. Inbound SMS from known and unknown numbers is received and classified the same way. Unknown numbers get a light-touch onboarding message asking who they are before they land in the system.
What happens if a customer replies STOP?
They're immediately opted out across every business in your account (and globally, per Twilio compliance rules). Aitana never messages them again. Replying START re-subscribes.
What does a “segment” mean on my bill?
A segment is one unit of SMS billing — 160 characters. Longer messages are split into multiple segments by the carrier. Both outbound and inbound count toward your monthly quota.
Does RevIQ handle A2P 10DLC registration?
Yes. The onboarding wizard walks you through A2P 10DLC registration (the compliance requirement for business-grade SMS). RevIQ covers the registration fee. Status is updated automatically twice daily until you're verified.
Can I see everything the AI has learned?
Yes. Every manager resolution captured as training lives in Dashboard → AI Training, scoped to your business only. You can review examples, test how the AI would handle edge cases, and see which patterns are active.
What if I want to stop the AI for a specific customer?
The moment a manager replies in a thread, Aitana pauses on that thread automatically. Manual takeover also works as a hard pause — she resumes only when you release the thread back.
The fastest way to know is to try it.
30 days of the full system on your real customers. At the end, RevIQ tells you exactly what was recovered, how many reviews posted, and which plan matches your volume.
No credit card required · Plan auto-recommended at the end