Route law firm review requests with Twilio SMS, Google Reviews and email

Quick overview This workflow uses webhooks, Twilio SMS, SMTP email, and a Bar-Compliance Guardrail sub-workflow to request client ratings 48 hours after matters close. It routes replies so 4–5 star clients get a Google Reviews link, while 1–3 star clients receive a private feedback form and trigger firm alerts. How it works 1. Receives a matter-close event via a webhook from your practice management system. 2. Normalizes the payload, verifies the matter is actually closed and a client phone number exists, and stops if the event is not eligible. 3. Builds a rating-request SMS from project variables and waits 48 hours before sending. 4. Runs the message through the Bar-Compliance Guardrail to check opt-outs and log the outbound message, then sends the rating request via Twilio and emails the firm a confirmation. 5. Receives the client’s inbound Twilio reply via a second webhook, extracts a 1–5 rating (ignoring opt-outs and non-rating texts), and routes based on the score. 6. For 4–5 ratings, runs a compliance check and texts the Google Reviews link; for 1–3 ratings, runs a compliance check, texts a private feedback form link, and emails the firm an immediate alert. Setup 1. Create and connect Twilio credentials in n8n, and configure your Twilio number’s “When a message comes in” webhook to POST to the workflow’s /webhook/review-reply URL. 2. Create and connect an SMTP email credential, and set project variables for FIRMEMAIL and FIRMFROMEMAIL so firm notifications send correctly. 3. Set project variables for FIRMNAME, FIRMTWILIONUMBER, FIRMGOOGLEREVIEWURL, and FIRMFEEDBACKURL to populate the outbound SMS content. 4. Set up the Bar-Compliance Guardrail workflow and add its workflow ID to the GUARDRAILWORKFLOWID project variable so opt-out checks and compliance logging run before every message. 5. Copy the /webhook/review-request production URL into your practice management system webhook settings and ensure it sends matter status, client name, and client phone (plus matter identifiers) on closure events. 6. If self-hosting, use Postgres (not SQLite) so the 48-hour wait can resume reliably after restarts.