Questions about setting up your review sites
Questions about automating review requests
Questions about sending review requests to patients
Questions about managing patient reviews
Questions about setting up your review sites
How do I add a review link for Yelp, Google, and Facebook?
We populate your review sites when your Engagement module is initially set up. To add a new review site link, you'll need to contact us for assistance.
Click here to submit a ticket to add a review site link!
How do I find my Google Review link?
You can find your Google Review link in your Google Business profile. Need help accessing your Google Review link? Follow this step-by-step guide.
How do I update an existing review site link?
Click here to submit a ticket to update a review site link!
How do I set up Swell in Engagement?
Engagement integrates directly with your Swell account. Please check out our in-depth step-by-step guides about setting up your Swell dashboard in Engagement:
Swell integration is part of the Engagement Module. If you are interested in learning more, CLICK HERE to request a demo!
How do I add a review link to my practice website?
To add a review link to your practice website, you will need to provide your web developer with your Dental Intelligence Online Review link. You can get this link by going to Settings > Services > Resources and it will be listed next to Online Review.
Once this is added to your website, patients will be able to select which review site they would like to leave their review based on your review sites enabled in Settings > Practice Setup > Reviews.
Questions about automating review requests
Are review requests sent to patients automatically?
You can choose to enable automated review requests in your Engagement TouchPoints dashboard. Click here to learn how to enable automatic review requests.
Please note: We limit one review request per family per 4 months.
When are automated review requests sent out?
If you have enabled automatic review requests, you can choose the timing of when the review request is sent to the patient:
Send the request 30 minutes after the patient's appointment is marked as completed in your practice management software
Or, send the request between 6-7pm of the same day as the completed appointment
Can I turn off automatic review requests?
Yes, you can turn off automated review requests by clicking on the review requests TouchPoint toggle to deactivate it. Click here to learn how to disable automated review requests.
Questions about sending review requests to patients
How do I send a review request to a patient manually?
You can send manual review requests in bulk or to an individual patient.
Can I send a review request for feedback on a specific provider?
Yes, you can send a review request to a patient for a specific provider from the Patients dashboard.
From the Patients dashboard, click on the Last visit column and then hover over Providers from the dropdown menu. Select the provider that you would like to filter by.
Then, select the patients you would like to send a review request to. Click on the checkbox next to Bulk Actions to select all, or choose patients one by one by clicking on the checkbox next to their name(s). From the Bulk Actions dropdown menu, choose Send an online review request.
Can I prevent certain patients from receiving review requests?
Yes, you can prevent patients from receiving review requests in a couple of ways:
1) Permanently from the patient card
From the Patient Card Settings window, click on the Communication preferences section. Select the checkbox next to Review requests opt-out (automated and manual), then 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.
2) Or, temporarily from LiveOps prior to check out
Applying the Problematic Patient alert when moving a seated patient to the Check Out Area will prevent the selected patient from receiving a review request for the current appointment in progress.
The problematic patient status does not mark the patient as problematic permanently. If you need to opt a patient out of review requests and other communications permanently, click here to learn more.
Do patients need a Google or Facebook account to leave a review?
Yes, in order to leave a review on Google, the patient must be logged in to their Google account. In order to leave a review on Facebook, the patient must be logged in to their Facebook account.
Questions about managing patient reviews
What does it look like when a patient receives a review request?
When a patient receives a review request via text, email, or the mobile app, it will generally look similar to the examples shown below:
Text message
Modento mobile app
If you'd like to update the message included in your review request, update the verbiage in Engagement Settings. Click on the Verbiage tab and scroll until you locate the Online review request message and click on the pencil icon to make changes.
Can patients submit negative feedback?
Yes, if you have the negative feedback setting enabled AND selected more than one review site, patients will be able to submit negative feedback to your practice. If you only have one review site selected, patients will be directed straight to that review site and will not see the Engagement landing page.
When a patient receives a review request and the negative feedback setting is enabled, they will see "Not happy with your visit? Tell us how we can improve" below your review sites.
Feedback is private to your practice and is not available for other patients to see. You will receive an Inbox notification tagged as Survey alerting you that a patient provided negative feedback. Click Show Details to view the patient's comments.
Am I notified when a patient leaves a review?
If a patient starts a review through the mobile app or leaves negative feedback, you will receive a notification in your Inbox.
Reviews are tagged as Online Review. If your practice rewards patients for leaving reviews, confirm that the patient completed the review on the site, then click Approve to award points. Click Ignore if your practice doesn't reward points for reviews.
The Online Review inbox notification is NOT a confirmation that a patient has actually left a review, just that they clicked on the link to begin a review. You will need to check your review sites to see if a patient has actually left a review.
Negative feedback is tagged as Survey. Click Show Details to view the patient's comments.
How do patient reviews show up on my review sites?
Depending on the review sites that your practice uses to collect reviews from patients, reviews will show up in the following areas:
Reviews left on Google will show up on the Reviews section of your practice's Google listing
Reviews left on Facebook will show up on your practice's Facebook page in the Rating section
Reviews left on Yelp will show up on your practice's Yelp listing
How do I track review requests in Engagement?
You can find previously sent review requests in the Communication dashboard:
If your review requests are set up to be sent automatically, click on the Automatic tab
If your review requests were sent manually, click on the Manual tab
Click on the Type column and then choose Review Request to filter review messages sent to patients.
You can also find records of review requests in the patient card. Click on the Communication log section and choose Review Request from the Type column.
Why aren't my patient reviews syncing with Swell?
If you're having issues with your patient reviews syncing with Swell, please contact Swell Support for assistance: