What is a Service Group?
Service Groups are configured within Location Service Settings and apply only to the location you are viewing.
A Service Group is a collection of service types that share the same post-service request behavior. There is no limit to the number of service types that can be included in a Service Group.
Once a job qualifies at the integration level, it is routed into a Service Group and follows the post-service request settings defined for that group.
Why use Service Groups?
Previously, companies that wanted this level of control over their service types often relied on manual workarounds or disabled post-service requests entirely for certain jobs, since sending the wrong type of request can be worse than not sending one at all.
With Service Groups, Applause can now send more targeted post-service requests, collect more meaningful feedback, and ultimately deliver greater value to our customers.
Service Groups streamline setup and implementation, eliminating complex or unreliable workarounds that previously created extra effort and risked inconsistent results. Service Groups allow you to tailor customer messaging based on the type of service performed.
Example:
Residential services may send requests for reviews, leads, referrals, and tips
Commercial services may only send requests for reviews and leads
Companies that only want to request certain actions (like leads or reviews) for specific services
Seasonal service providers using unique messaging windows
Previously, these settings were controlled at the location level, meaning all services followed the same rules. With Service Groups, each location can manage different service categories independently, without relying on manual workarounds or disabling a type of request entirely.
Who has access to Service Groups?
Service Groups are created, managed, and edited by your Applause Customer Service Team.
All users can view Service Group settings but cannot modify them.
If you need changes made to your Service Groups, contact your Customer Success Manager.
How Service Groups work
Integration-level filters determine which jobs are eligible for post-service requests.
Eligible completed services are then routed to their designated Service Group based on their service type.
The service type follows the post-service request settings defined for that Service Group.
Important rules
A service type can belong to only one Service Group per location.
The same service type can exist in different Service Groups at different locations.
Service Groups currently rely on service types only (tags and advanced filters are not yet supported).
The General Service Group (Default)
All service types that are not explicitly assigned to a custom Service Group will continue to follow existing behavior through a General Service Group. This default group acts as a catch-all and ensures continuity until new Service Groups are activated.
Service Settings page overview
The Service Settings page is now the default landing page when viewing a location.
Service settings are organized into tabs by post-service request type instead of a long scrolling page
Each tab includes a status indicator:
Green dot: Rate mode enabled
Gray dot: Rate mode disabled
Active / Inactive toggle
Active: Service types in the group follow that group’s settings
Inactive: Service types fall back to the General Service Group settings
Real-time previews
Preview post-service request messages as you configure them
See how messages appear using actual location details and message copy
Helps ensure accuracy and confidence during setup
Importing service types
New to Service Groups is the ability to import service codes from other service groups at different locations. This means you can fully set up one location and then quickly apply all service codes to new groups, expediting the setup.
Service Groups support importing service types into Applause to speed up setup.
Internal users can import service types from another Service Group
Importing can occur:
When creating a new Service Group
When editing an existing Service Group
Important notes
If service types are imported from another group within the same location, they are removed from the original group
A service type can only exist in one Service Group per location
This feature makes it easy to replicate a successful setup across locations.
Service Groups vs. User Groups
Service Groups and User Groups serve different purposes:
Service Groups organize service types and control post-service request behavior
User Groups organize users, scorecard settings, and auto bonus settings.
Users are not assigned to Service Groups.
Need help?
If you have questions about Service Groups or want to adjust your setup, reach out to your Customer Success Manager. Our team is happy to help you configure Service Groups in a way that best supports your business goals.