⭐ Responding to Reviews & AI Review Agents

Responding to patient reviews is one of the best ways to show appreciation, build trust, and demonstrate your commitment to patient care. You can respond manually or use Reviews AI to help draft or automate responses.
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Viewing Your Reviews

To view your reviews:

  1. Navigate to Reputation.
  2. Click the Reviews tab.

From here, you can see incoming reviews from all your connected review sources and respond directly within Get Reviews. Use the filters to narrow by rating, source, or date range, or search for a specific review.

Responding Manually

  1. Locate the review
  2. Click Reply.
  3. Type your response.
  4. Click Send.

Your response will be published directly to the review platform.


Using AI to Draft a Response

If you’d like help writing a response:

To use AI assistance:

  1. Open the review
  2. Click AI Reply.
  3. Review the suggested response – edit if you like.
  4. Click Send when you’re ready to publish.

AI-generated responses can save time while still letting you personalize the message before it goes live.

Note: The AI Reply button only appears once Reviews AI is turned on — see Setup below.

Setup & Configuration

Turning On Reviews AI

  1. Navigate to Reputation.
  2. Click Settings.
  3. Select Reviews AI.

There are three modes to choose from:

  • Auto Responses – automatically replies to reviews based on your settings.
  • Suggestive – drafts a response for you to review and approve before posting.
  • Off – Disables AI assistance.

Configuring Your Reviews AI Agent

Once enabled, you can customize how your AI Review Agent responds — its name, tone of voice, language, specific instructions, which review sources and ratings it applies to, and a footer or signature. You can preview sample responses before turning it on.

Using Auto Responses

If you choose Auto Responses, you can set a short delay before responses publish — this helps them feel more natural and less automated. Many practices add a brief delay for this reason.

Our Recommended Approach

While every practice is different, we generally recommend using AI-generated responses for positive reviews (which tend to follow similar themes) and responding personally to negative reviews, which usually call for a more thoughtful, individual touch. Where possible, review AI responses before they publish rather than relying fully on Auto Responses.

A personalized response to a negative review shows professionalism and tells prospective patients you take feedback seriously.

Best Practices for Responding to Reviews

  • Thank patients for taking the time to leave a review.
  • Keep responses professional and friendly.
  • Personalize responses whenever possible.
  • Address concerns respectfully.
  • Encourage continued communication offline when appropriate.
  • Avoid discussing private health information or treatment details — this protects patient privacy.

Need Help?

If you would like assistance configuring Reviews AI or developing a review response strategy for your practice, contact our Support Team or your Digital Marketing Specialist (DMS).