⭐ Managing SMS Review Requests

Get Reviews allows you to customize the SMS messages used when sending manual review requests to patients.

From the SMS Requests section, you can:

  • Control when SMS review requests are sent
  • Configure reminder frequency
  • Choose how many reminder messages are sent
  • Edit existing SMS templates
  • Create new SMS templates
  • Select which templates are used for review requests and reminders

User rating and feedback

Accessing SMS Review Request Settings

  1. Navigate to Reputation.
  2. Click Settings.
  3. Select SMS Requests.

Configuring SMS Review Request Settings


The SMS Review Requests section allows you to control how manual SMS review requests are delivered.

Available settings include:

  • When to send SMS after check-in – Determines when the initial review request is sent.
  • Until clicked, repeat this every – Determines how often reminder messages are sent.
  • Maximum retries – Determines how many reminder messages will be sent.
Note: You may notice the setting is labeled “When to send SMS after check-in”. Within Get Reviews, this setting controls the timing of manually sent review requests. It does not require a patient check-in and can be used whenever you manually send a review request to a contact.


Choosing When SMS Messages Are Sent

The initial SMS review request can be sent:

  • Immediately
  • 1 hour later
  • 2 hours later
  • 4 hours later
  • A custom number of hours or days later
Tip: Most practices choose to send review requests within a few hours of a patient visit while the experience is still fresh in the patient’s mind.


Configuring Reminder Messages

If a patient has not clicked the review request link, you can choose to send follow-up reminder messages.

Reminder frequency options include:

  • Don’t Repeat
  • Every 3 Days
  • Every 1 Week
  • Every 15 Days
  • Every 1 Month
  • A custom number of hours or days, up to 31 days

You can also choose how many reminders are sent by setting the Maximum retries value.

Maximum retries can be set from 1 to 5. Most practices choose to send one or two follow-up reminders.


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Managing SMS Templates

Get Reviews includes several SMS templates that can be used for review requests and reminders.

Templates can be:

  • Edited
  • Renamed
  • Numbered to make them easier to identify
  • Assigned to specific reminder stages

To edit a template:

  1. Locate the template you would like to modify.
  2. Click the pencil icon.
  3. Make your changes.
  4. Save the template.

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Choosing Templates for Review Requests and Reminders

Click Set SMS Templates to select which templates will be used throughout the review request process.

You can assign a unique template for:

  • Initial Review Request
  • Reminder #1
  • Reminder #2
  • Reminder #3
  • Reminder #4
  • Reminder #5

Many practices choose to use different messaging for each reminder to keep follow-up requests fresh and engaging.

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Creating a New SMS Template

To create a new SMS template:

  1. Click Create New.
  2. Choose whether to create a message from scratch or use a pre-built template.
  3. Create or customize your template.
  4. Save your changes.

Using the SMS Template Library

The SMS Template Library includes several pre-built templates to help you get started.

Available options include:

  • Review Request
  • Happy Experience
  • Check-In
  • Quick Feedback
  • Nudge
  • We’d Love Your Thoughts
  • Help Us Improve
  • We’re Listening

These templates can be used as-is or customized to better match your practice’s voice and branding.

Important Template Fields

Some SMS templates include special fields that automatically personalize the message for each patient.

Examples include:

  • {{contact.first_name}}
  • {{reputation.review_link}}
  • {{custom_values.business_name}}

These fields automatically insert information such as:

  • The patient’s first name
  • Your review link
  • Your practice name

Important: Do not remove or modify template variables such as {{contact.first_name}}, {{reputation.review_link}}, or {{custom_values.business_name}}. These fields are required for message personalization and review request functionality.

SMS Compliance Requirements

All SMS review request templates must include:

Reply STOP to end.

Important: All SMS review request templates must include Reply STOP to end. This wording is required for SMS compliance and should not be removed.

Need Help?

If you need assistance creating templates, configuring reminder settings, or updating your SMS review request process, contact our Support Team or your Digital Marketing Specialist (DMS).