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My guests aren’t receiving the review request

Work through this list in order — one of these is almost always the cause.
Settings > Notifications > General, Guest tab, Restaurant sub-tab, section Email settings → Reservation follow-up must be on. Do the same in WhatsApp settings for WhatsApp.
The default is 1 day after the reservation time. EatNow checks every 15 minutes, so a message can arrive up to 15 minutes after the exact deadline.
Only Arrived, Seated, Seated for drinks, Partially seated and Done reservations are followed up. A reservation left as Confirmed after service is never followed up — mark your service properly at the end of the evening.
Open the reservation and check Ask for a Google review after departure (D+1). On reservations you create manually in EatNow, this switch starts off and only appears once the guest’s email is filled in.
No contact details, no message. Check the guest’s file.
A reservation is followed up only once. If the guest already got it, it won’t be sent again.
You need a WhatsApp template of the Follow-up type approved by Meta, in Settings > Notifications > WhatsApp templates. See WhatsApp templates.

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Questions about the filter

That’s the feature working. Only a 5-star rating is forwarded to a public platform. Anything below stays private so you can fix the issue before it becomes public.
No. The threshold is fixed at 5 stars.
EatNow takes the guest to Google’s review form — writing and posting is up to them, and some drop off at that point. That’s why Reviews generated in your statistics counts guests sent to the platform, not reviews actually published. Compare it with the Your Google reviews over time chart to see the real conversion.
That’s expected when both channels are enabled: EatNow alternates between the two at random, to grow both platforms.
Your Internal reviews switch is off. With it off there is no filter — every guest is sent straight to the platform. Turn it back on in review collection channels.

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Questions about replies

Straight to the guest, by email. It is not published anywhere.
Private feedback can only be answered when it’s linked to a reservation with a guest who has an email address. Anonymous QR reviews can’t be answered.
Your role is missing the review:reply permission. An administrator can grant it in Settings > Collaborators.
No. TripAdvisor doesn’t allow it from an outside tool — you can read your reviews in EatNow, but you have to reply from your TripAdvisor Management Centre.
Never. It writes a draft; nothing leaves EatNow until you click the send button.

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Questions about the numbers

The internal rating shown at the top of Reviews > Internal feedback covers reviews linked to a reservation. The Average internal rating in Dashboard > E-Reputation also includes anonymous QR reviews. A small gap between the two is normal.
A QR review that couldn’t be matched to a reservation is counted in your E-Reputation statistics, but does not yet appear in the Internal feedback list. Table QR codes matched to a seated reservation do appear.
EatNow records your Google total once a day, starting the day you connect the integration. The history builds up from there — there’s no way to backfill the past.
The conversion rate is ratings received ÷ follow-ups sent over the same period. QR reviews count in the numerator but were never “sent”, so a restaurant relying heavily on QR codes can show a very high rate.

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Setup questions

Your Google integration isn’t connected yet. Do it in Settings > Integrations > Integrations list.
Google is connected, but your restaurant listing hasn’t been selected. Reopen the Google integration and pick your establishment.
You have no rooms or tables configured. Add them in Settings > Floor plan.
Your role is missing the review:read permission. See Roles and permissions.
Yes, in Settings > Notifications > Email templates, category Follow-up. Keep the star links — they’re what carries the rating through.

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Still stuck?

Contact the EatNow team on WhatsApp with your restaurant name and, if possible, the reservation concerned — that’s the fastest way for us to trace what happened.