Frequently Asked Questions: Reputation and Reviews

General Questions

1. What is a Review Request Campaign?

• A Review Request Campaign is a strategy to request feedback and reviews from patients after their appointments through various mediums, such as email and text.

2. How do I activate a Review Request Campaign?

• You can activate a campaign by changing its status to 'Active' in the campaign settings.

Campaign Setup

3. What are the different request mediums available?

• The available request mediums are Email Only, Text Only, Text Preferred, Email Preferred, and Email and Text.

4. How do I set the time frame for sending messages?

• In the 'Send messages between' section, you can specify the start and end times to set the time frame for sending messages.

Exclusions and Filters

5. How can I exclude patients?

• You can exclude these patients by selecting the option to 'Exclude the patients who already reviewed.' You can also exclude patients based on services performed, if the appointment contains the following phrases, exclude patients on certain chairs, and exclude patients with tags. 

Follow-up Settings

• You can set follow-ups to be sent via text or email if the link is not clicked. The days set can be edited. 

Customization

• In the' Review Page' section, you can customize the verbiage by editing the heading, subheading, feedback text, and feedback button text.

Testing and Review Sites

8. How do I test the review request for a specific date?

• You can test the review request for a particular date using the 'Test Section' by selecting the desired date.

9. Can I choose which review sites to send requests to?

• Yes, you can choose to send review requests to specific sites or exclude certain sites in the 'Review Request Site' section.

Contact Management

• This option ensures that duplicate contact requests are not sent to patients who share the same contact information.

Feedback Options

• Enabling the 'Give patient an option to send feedback directly to you' setting allows you to give patients this option. Keep in mind that this is only practice-facing and is not a review. 

1. How do I connect Google and Facebook?

To connect your business pages on Google and Facebook, follow these simple instructions.

2. How do I activate automated review request messages?

To set up and activate your review request campaign, follow these instructions.

3. Can reviews be filtered before they are posted?

According to Google and Facebook policies, we cannot prevent negative reviews or selectively request positive reviews after a message is sent. This practice, known as "review gating," is not allowed on these platforms.

However, you can exclude certain patients from receiving automated review requests. This can be done by using patient tags in PbN or by adding a note to the appointment in your practice management system. You can find these options under:

• Campaigns > Follow-Up Campaigns > Review Requests Campaign

Here, you will find settings to exclude certain patients.

4. How do I adjust how often patients receive review requests?

To customize the frequency of review requests:

1. Select the Menu option at the top right.
2. Go to Campaigns > Follow-Up Campaigns > Review Request Campaign.

Here, you will find settings to:

• Adjust how often feedback requests are sent.
• Exclude patients who have previously left reviews or who have already received a request within a selected time period.
• Determine if follow-up requests should be sent if a review was not left after the first request.