⭐ Responding to Reviews & AI Review Agents

Responding to patient reviews is an excellent way to show appreciation, build trust, and demonstrate your commitment to patient care.

Get Reviews allows you to respond to reviews manually or use AI-powered review agents to help draft or automate responses.

Speech bubbles Viewing Your Reviews

To view your reviews:

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

From the Reviews page, you can view incoming reviews from connected review sources and respond directly within Get Reviews.

Filtering Reviews

Use the available filters to quickly find specific reviews.

You can filter by:

  • Review rating
  • Review source
  • Date range

You can also use the search feature to locate specific reviews.

Responding to Reviews Manually

To respond to a review:

  1. Locate the review you would like to respond to.
  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 Review Response

If you’d like help writing a response, Get Reviews can generate one for you.

To use AI assistance:

  1. Open the review you would like to respond to.
  2. Click AI Reply.
  3. Review the suggested response.
  4. Edit the response if desired.
  5. Click Send when you’re ready to publish.
Tip: AI-generated responses can save time while still allowing you to personalize your message before posting.

ai-generated-reply

Understanding Reviews AI

Get Reviews includes AI Review Agents that can help generate responses to incoming reviews.

There are three available options:

  • Auto Responses – Automatically responds to reviews based on your configured settings.
  • Suggestive – Generates response suggestions for review and approval before posting.
  • Off – Disables AI review assistance.

To access Reviews AI:

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


Configuring AI Review Agents

If you choose to use Reviews AI, you can customize how responses are generated.

Available options include:

  • Agent Name
  • Instructions
  • Tone of Voice
  • Language
  • Review Source
  • Review Rating
  • Footer or Signature

You can also generate preview responses to see how your AI agent will respond before enabling it.

ai-agent


Using Auto Responses

When Auto Responses are enabled, you can configure a delay before responses are published.

Adding a short delay can help responses feel more natural and less automated.

auto-reply-wait-time

Tip: Many practices choose to add a short delay before automatic responses are posted.

Our Recommended Approach

While every practice is different, we generally recommend:

  • Using AI-generated responses for positive reviews.
  • Reviewing AI responses before publishing whenever possible.
  • Personally responding to negative reviews.

Positive reviews often contain similar themes, making them a great fit for AI-assisted responses.

Negative reviews typically require a more thoughtful and personalized approach.

Tip: A personalized response to a negative review can demonstrate professionalism and show prospective patients that 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.
  • Avoid discussing private health information.
  • Address concerns respectfully and professionally.
  • Encourage continued communication when appropriate.
Important: To protect patient privacy, avoid sharing personal health information or treatment details when responding to reviews.

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).