It typically takes 8-12 days to fully set up your system. Here are the steps we take:

1.Pre-Onboarding: Once you start your subscription, we’ll send you a quick Pre-Onboarding form and a link to schedule your Onboarding Call (often within 24 hours).

2. Preliminary Account & Phone Number Setup: After submitting your Pre-Onboarding form, we begin setting up your account and registering your dedicated local phone number for sending SMS notifications and texts. Phone number verification typically takes 3-7 business days, but this step runs in parallel with other onboarding activities.
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3. Onboarding Call: During the scheduled call, we’ll configure the system with your input, gather required brand materials and images, and finalize key components for a smooth launch. We will also get any idea of how you want your custom table tents to look.

4. Final Back-End Setup: After the Onboarding Call, we complete any remaining system setup within 24-48 hours, ensuring everything is ready for launch. Simultaneously, we’ll design your table tent and send the design to you for approval. Once approved, we order and ship your table tents directly to your business (typically arrive in 5-7 business days).
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5. Launch Approval: You’ll receive a launch email to review and approve the setup or request changes. Once approved, your system goes live within 24 hours.

No, there are no long-term contracts. You can cancel or pause your subscription anytime. If you pause, we’ll preserve your system setup for up to 12 months, but all features will be disabled during that period.

Minimal technical expertise is required. We handle most of the setup for you and guide you through the few steps needed on your end to get the system running. Your employees can easily manage program members using the simple Employee Portal, and we provide tutorials showing how to use the Castor Labs AI app to view your Loyalty and Reputation Dashboards, as well as send SMS blasts to your clients.

Yes, you have the flexibility to customize the review request texts and emails. While we provide pre-designed templates that are effective for most businesses, we are happy to accommodate any specific changes or preferences you may have to better align with your brand’s voice and messaging. Simply let us know, and we’ll make the necessary adjustments

We offer dedicated support via email and phone, which you can access after your Onboarding Call. If you encounter any issues or have questions, simply reach out to us, and we’ll respond within 24 hours or sooner to assist you.

Absolutely! Our system gives you a comprehensive dashboard to track key metrics:

Google Business Profile Insights: Total views, search and map views, and website visits from your profile.

Review Performance: Total reviews, average star rating, sentiment, and individual review details—all from our Reputation Dashboard.

No, there's no need to create a new Google Business Profile. Our system integrates seamlessly with your existing profile. The only requirement is that your Google Business Profile is verified.

In addition to the one-time setup fee and your monthly subscription, you’ll be responsible for usage fees for SMS, MMS, email, and AI generation services. These fees are billed separately because they come from external providers with their own pricing structures, and the cost depends on how much your business uses these features. By billing you directly for these services, we allow your system to stay flexible and support as many clients as your business needs.

Here’s a detailed breakdown:

Local 10-Digit Phone Number: $1.15 per month

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SMS (standard text messages): $0.0083 per message segment + $0.003 carrier fee per segment

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MMS (multimedia messages): $0.021 per message + $0.010 carrier fee per message

Emails: $0.001 per email

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Email Verification: $0.003 per email

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AI-Generated Review Responses: $0.10 per response

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Refer to the next FAQ questions for explanations of these costs.

A message segment is a chunk of up to 160 characters, based on the GSM-7 character encoding standard. If your message exceeds 160 characters, it is split into multiple segments, and each segment is billed separately.

For example:

A message under 160 characters = 1 segment

A message with 200 characters = 2 segments

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When messages are split, 7 characters from each segment are used to store information that ensures the segments are combined into a single message for the recipient. This means split segments are limited to 153 characters instead of 160.

If emojis are used in an SMS message, the segment length is reduced from 160 characters to a maximum of 70 characters per segment. This is because emojis and other special characters require a different encoding method (Unicode) that uses more data per character than standard text (GSM-7).

Carrier fees are additional charges imposed by phone carriers like AT&T or T-Mobile to deliver messages to their users. These fees vary between carriers, so we use the maximum fees as a baseline to help you estimate costs. For SMS, the carrier fee is $0.003 per segment, and for MMS, it is $0.010 per segment.

Emails: $0.001 per email, charged for sending messages through our integrated email system.

Email Verification: $0.003 per email, charged the first time an email address is used to verify its validity.

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Email verification ensures that emails are only sent to valid addresses, protecting your sender reputation and reducing the chances of emails landing in spam folders.

Each AI-generated response to a review on your Google Business Profile costs $0.10. This covers the cost of using AI to craft and post a professional response automatically.

If we included these usage costs in the subscription fee, we would need to impose strict limits on your system usage, restricting the number of reviews you could generate. By billing based on actual usage, the system can scale with your business needs, allowing you to generate as many reviews as possible without unnecessary restrictions.