Engagement: Review Requests

Understand how manual and automatic review requests are sent through Engagement

Grace Richards avatar
Written by Grace Richards
Updated this week

Engagement gives you the ability to send Online Review Requests to patients through a manual or automatic process. In this article, you will learn how to:

Watch the short video below to learn more about sending review requests:

Add or Modify Practice Review Sites

We populate your review sites when your Engagement module is initially set up. To add a new review site link or modify an existing link, you'll need to contact us for assistance.

Click here to submit a ticket to add/modify a review site link!

You can access your practice review website listings in your Engagement Settings under the Reviews tab.

Scroll down the page to review the sites that are currently associated with your practice.

Enable Automatic or Manual Review Requests

If you are unable to access this feature or make changes, you have not been granted permission in your user profile. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below. Click here to learn how to update user permissions.

Once your review sites are added, set up your Review preferences to automatic, manual or via Swell.

  1. Access Engagement Settings in the upper right corner

  2. Click on the Practice Setup tab and then click on the Reviews section

  3. Select the bubble next to Manual or Automatic

    1. Manual will require you to send them individually or in bulk to specific patients that you choose

    2. Automatic will enable Engagement to automatically send the review request depending on the timing selected:

      • 30 min after an appointment is completed

      • Between 6-7pm on the same day as the completed appointment

    3. If you use Swell as a review service, select Swell. Refer to this article to learn more about setting up Swell in Engagement

    4. Click here to learn more about Automatic message timing

  4. For both Automatic and Manual review requests, you can select which Review Sites will be included in the Engagement review requests link. Simply select or deselect the checkbox next to each site

  5. The Allow patient to share negative feedback with the practice option will enable an additional field in the review link where patients can click to share negative feedback that will be sent directly back to the practice in the form of an Inbox notification.

    This field will only show as an option if you have 2 or more review sites set up. Patients are still able to go to the review sites to leave a negative review.

    Patient View

  6. Select to send review requests via Text or Email

  7. Click Save when you are done. This will go live with the reviews if you have selected the Automatic option. Be sure to go through the Verbiage section and update the Review message content as desired. To learn more about how to do this refer to this article

Automatic Message Timing

When enabling Automatic Reviews, you can choose the messaging time. This option allows you to select to either send the request 30 minutes after the patient's completed appointment or between 6-7pm of the same day as the completed appointment.

Send Manual Review Requests

Manual review requests can be sent in bulk or individually. Follow these steps to learn how!

Bulk Review Requests

  1. Access the Patients tab in the left side menu of Engagement

  2. Apply filters by clicking on the column dropdowns to sort the patient list to identify which patients you would like to send the review request to

  3. Once you have compiled the list, select the check box next to the desired patients

  4. Click the Bulk Actions drop down menu in the top left hand corner

  5. Here you will be able to select the Send an Online Review Request option

  6. Click the Preferred Delivery Method (Text or Email)

    1. If the patient does not have contact information for the option you have selected, Modento will send the message to whichever is available or whichever their personal preference is set as in their Communication Settings

  7. Click Send

Individual Review Requests

  1. Select the Patient's three dot menu anywhere within the Engagement dashboard

  2. Hover over Communications

  3. Click the Send an Online Review Request option

  4. Choose the Preferred Delivery Method

  5. Click Send

Patients with family members/dependents: Patients who have other family members or dependents at the same practice will only be sent one (1) review request per family every 4 months.

Prevent Patients from Receiving Review Requests

You can opt patients out of receiving review requests in the Patient Card Settings.

  1. Click on the Patients tab in the left side menu of Engagement

  2. Search for a patient using the search bar or click on the three dot menu next to the patient's initials

  3. Click on Settings

  4. From the Patient Card Settings window, click on the Communication preferences section

  5. Select the checkbox next to Review requests opt-out (automated and manual)

  6. Click Save

Automatic and manual review requests will not be sent to patients who opt out of Engagement notifications.

Note for Swell users: If you have the Swell integration, opting patients out in the Patient Card Settings will also opt them out of any review requests sent from Swell.

Reward Loyalty Points to Patients that Leave Reviews

Patients that use the Modento Loyalty App have the ability to earn rewards points when they leave a review for your practice.

In order for the patient to be awarded points for a review, the patient must click on one of the links provided to determine which platform the review will appear on, then leave a rating and/or comment.

In your Engagement Inbox, a notification will appear that says "Patient has started an online review on Facebook/Google/etc." From there, confirm that the patient completed the review on the site, and then click Approve on the inbox notification to award the points.

If the patient did not actually leave a review, it can be ignored.

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