Reputation Management: Settings

The Reputation Management Settings allow you to control how reviews are collected, displayed, and requested across your practice. From AI-powered responses to QR-based review collection, this section centralizes your reputation tools to streamline management and compliance.

⚠️ HIPAA Compliance Note: For HIPAA-compliant locations, reviewer initials are shown instead of full names in the review widget. Always confirm your location meets HIPAA requirements before displaying reviews publicly.

Accessing Reputation Management Settings

1. Navigate to Reputation in the main menu.

2. Click on Settings at the top.

Key Features

1. Reviews AI

• Generate AI-powered response suggestions for reviews.

• Create multiple AI personalities (different tone, style, and traits) for varied, personalized replies.

2. Setting Up Your Review Link

• Review Balancing: Distribute review requests across Google, Facebook, and/or custom links for a balanced presence.

• Review Links Auto-Added: If GMB or Facebook is integrated, links appear automatically.

• Custom Review Links: Manually add if no integration exists.

3. Review Request Options

Email & SMS Requests

• Template Editing: Preview and customize templates directly.

• Contact Search: Look up contacts by phone/email to send quick invites.

• Delivery Settings:

  • Send immediately.

  • Or schedule recurring requests.

• Personalization: Insert smart fields like {{contact.first_name}}.

• Recurring Requests:

  • Set maximum retries.

  • Assign unique follow-up templates.

  • Pause or stop requests for individuals anytime.

WhatsApp Review Requests

• Integration: Authenticate your WhatsApp Business number under Settings → WhatsApp.

• Template Setup: Go to Reputation → Settings → Review Request WhatsApp, create and submit a template (Meta approval ~1–2 min).

• Sending Options:

  • Individually

  • Bulk (via CSV upload)

  • Automated (via workflows)

4. Reviews QR Codes

• Generate branded QR codes.

• Place on business cards, posters, or front desk signage.

• Track scan metrics to measure engagement.

5. Smart Spam Detection

• Flags suspicious or spam-like reviews.

• You can override and mark reviews as Not Spam if legitimate.

• Ensures only authentic feedback is highlighted.

6. Customizing the Review Widget

• Go to Reputation > Widgets.

• Customize design, colors, and filters.

• Choose to filter reviews by page.

• Set a minimum star rating threshold to display only positive reviews.

Legal Considerations

• Some regions regulate how reviews may be displayed or filtered.

• Always consult with a legal advisor to ensure compliance with local laws.

FAQs

Q1: How does Smart Spam Detection work?
It flags potentially fake reviews. You can override them if you determine they’re genuine.

Q2: Can I customize the review widget?
Yes. You can adjust its design, filters, and minimum rating thresholds.

Q3: How do I use QR codes for reviews?
Generate them in settings, place them visibly, and track scan performance.

Q4: What is Review Balancing?
It ensures requests are spread evenly across platforms like Google and Facebook.

Q5: Can I send review requests via WhatsApp?
Yes—once your WhatsApp Business account is integrated and templates are approved, you can send requests individually, in bulk, or via workflows.

Q6: Can I filter reviews in the widget?
Yes. You can filter by page and only display reviews above a certain star rating.

Q7: How does HIPAA compliance affect reviews?
Reviewer initials are shown instead of full names in HIPAA-protected accounts.

Q8: Can I control how requests are sent?
Yes—you can send immediately, schedule them, or create recurring campaigns with follow-ups.