Configure Feedback Settings
Set feedback request timing, channels, and follow-up questions.
Configure feedback settings when your practice wants automatic requests and custom low-rating follow-up.
Who does this: Clinic administrators.
Steps
Open Settings.
Open Reputation, then select Feedback & Reviews.
Use Auto-request settings to turn Auto-send after encounters on or off.
Use Delivery channels to choose Email and SMS settings.
Set Send delay after encounter and Link expiration.
Use Google reviews to set the minimum star rating and connect the clinic's Google business listing.
Search by clinic name or paste the clinic's full Google Maps link, select the clinic's current listing by name and address, then save. Search results and synced reviews remain isolated to that selected listing. Patients see the Google review button only when their rating is equal to or higher than the selected threshold.
The same threshold limits which qualifying comments can appear as public stories on the clinic's enabled public reviews section. Internal comments require a recorded Google review-page handoff, while synced Google stories must also meet the threshold.
Use Reminder follow-ups to control reminder timing.
Use Poor-rating follow-up questions to add or edit follow-up questions.
Select Save settings.
Feedback requests use the updated settings.
Auto-send after encounters controls automatic post-visit delivery only. A configured email or SMS request channel still allows patients to start feedback from their portal when auto-send is off. Lobby kiosk feedback is controlled separately by the kiosk feedback settings.
Common pitfall: The threshold alone does not enable the button. Find and select the clinic's Google business listing, then save the settings.
Troubleshooting
Feedback requests are not automatic. Check Auto-send after encounters and the selected delivery channels.
Patients should not see a public review link. Remove the selected Google business listing in Google reviews, then save.
The clinic does not appear in the search results. Paste the full Google Maps place link instead of a homepage, shortened link, or search results URL. Confirm the clinic name and address before selecting it.
Related
- Before this: Review Reputation Dashboard
- After this: Send Feedback Requests
- Instead: Configure Notification Templates
Need help? Contact your administrator or reach out to support.