Our Reputation and Reviews feature helps practices collect, manage, and respond to patient reviews and feedback across multiple platforms, including Google and Facebook. Below are answers to the most common questions about setting up and using Review Request Campaigns.
General Overview
1. What is a Review Request Campaign?
A Review Request Campaign is a strategy that automatically requests reviews and feedback (if set up) from patients after their appointments. Campaigns can use different communication mediums—such as text messages (SMS) and emails—to encourage patients to leave reviews on sites like Google or Facebook.
2. How do I activate a Review Request Campaign?
You can activate or deactivate a campaign directly on the Campaign page by switching the campaign status to Active. Once active, patients will begin receiving review requests based on the schedule and rules you’ve configured.
Campaign Setup
3. What communication mediums are available?
You can decide how patients receive requests by selecting one of the following options:
Email Only
Text Only
Text Preferred (falls back to email if no mobile number is available)
Email Preferred (falls back to text if no email is available)
Email and Text (sends both simultaneously)
4. How do I set the time frame for sending messages?
In the Send messages between section, specify the start and end times. This ensures patients only receive review requests during your chosen hours (for example, between 9:00 AM and 6:00 PM).
Exclusions and Filters
5. How can I exclude certain patients?
Review Request Campaigns gives you the ability to exclude patients who you do not want to receive requests. This ensures that messages are directed only to the intended audience.
You can exclude patients by:
Existing Reviews: Skip patients who have already left a review.
Appointment Notes: Exclude appointments that contain specific phrases or notes in your PMS.
Example: Adding “Do not request review” to the appointment note will prevent that patient from receiving a request.
Open Dental
Eaglesoft
Dentrix
Service Codes: Exclude appointments with particular services (e.g., oral surgery).
Chairs: Exclude patients scheduled in designated chairs.
Tags: Use patient tags in PbN to filter patients out of campaigns.
Follow-Up Settings
6. What happens if a patient does not click the review link?
You can configure automated follow-ups to remind patients who didn’t click the initial link. Follow-ups can be sent via text or email, and the number of days between follow-ups is fully customizable.
Customization
7. Can I customize the review request page?
Yes. In the Review Page section, you can tailor messaging to fit your practice’s voice and tone. Editable fields include:
Heading
Subheading
Feedback text
Button text
This helps reinforce your brand while encouraging patients to complete reviews.
Testing and Review Sites
8. How do I test a review request?
Use the Test Section in campaign settings to send yourself a test request for a specific date. This is a great way to confirm your messages look the way you expect before going live.
9. Can I choose which review sites patients are directed to?
Yes. In the Review Request Site section, you can:
Select specific sites to include (e.g., Google, Facebook)
Exclude sites you don’t want patients to see
Contact Management
10. What does the “Exclude even if a patient with the same contact information got contacted” option mean?
This prevents duplicate messages from being sent when multiple patient records share the same email or phone number (such as family members).
Feedback Options
11. How can I allow patients to send feedback directly to my practice?
By enabling the Give patient an option to send feedback directly to you, patients can provide private comments that are practice-facing only. These are not public reviews but can be valuable for addressing concerns before they escalate.
Integrations and Compliance
12. How do I connect Google and Facebook?
In the campaign setup, follow the on-screen instructions to link your practice’s Google Business Profile and Facebook Page. Once connected, review requests will direct patients to those platforms.
13. Can reviews be filtered before they are posted?
No. According to Google and Facebook’s policies, filtering or “review gating” (showing only positive reviews or blocking negative ones) is not permitted.
Tip: You can still control who receives review requests (via exclusions), but once a request is sent, the completed review cannot be filtered.
14. How do I adjust how often patients receive review requests?
In Campaigns > Follow-Up Campaigns > Review Request Campaign, you’ll find settings to:
Adjust how often review requests are sent
Exclude patients who have already left reviews
Prevent patients from receiving multiple requests within a set time period
Enable or disable follow-ups if no review was left after the first request
Best Practices
Set a realistic schedule: Avoid overwhelming patients with too many messages.
Use exclusions wisely: Ensure you’re targeting the right patients.
Personalize messaging: Patients are more likely to respond to requests that sound authentic and aligned with your practice’s tone.
Monitor results: Regularly review your campaign’s performance to refine your approach.