Automated Review Responses

Responding to every review shows patients that you read and consider their feedback. It builds trust with prospective patients reading your online reviews.

Why Use Automated Review Responses?

Keeping up with review volume can be tough, especially across multiple locations. Automated responses can help you focus on responding directly to the types of reviews you want to focus on, while making sure that every review gets a response. 

Here are a few common reasons organizations choose to automate review responses: 

1. You want to respond to every review, but don't have enough bandwidth
2. You want to respond directly to every review, but want to have a backup in case a review gets missed
3. You want to focus on negative reviews, and automate the rest
4. You want to maintain a consistent, professional voice

You Want to Respond to Every Review, But Don't Have Enough Bandwidth

Your team may want to acknowledge every patient, but it's not always realistic to respond to each review directly, especially during busy weeks or staff shortages. Automated responses ensure that no review goes unanswered, even when your team is stretched thin. 

How to Set This Up With Automated Workflows

1. Navigate to Automated Workflows
2. Click New Workflow
3. In the Trigger section, select New Review Received
4. In the Conditions section, select the star ratings that you want the workflow to apply to. 
5. In the Automated Actions section, do the following: 
   1. Select Post an automated response
   2. Click the Select Templates button
   3. Select the response templates that you would like to use. We recommend using the HIPAA-compliant templates provided by Swell in the Pre-Built Templates tab. We also recommend using at least 5-10 templates to make responses seem more authentic. 
   4. Set a response delay by selecting how many hours or days you would like the automation to wait before posting a response. Setting at least a 1-2 hour delay will help the response feel more authentic. 
6. Click Save
7. When you are ready to turn your automated workflow on, set its status to Active.

You Want to Respond Directly to Every Review, But Want to Have a Backup in Case a Review Gets Missed

Some organizations prefer personal responses but don't want reviews to go without a response for too long. With Swell's automated workflows, you can set a delay before an automated response is posted, giving your team a chance to respond directly. If no response is posted within your chosen time window, Swell will post a professional, HIPAA-compliant reply automatically. 

How to Set This Up With Automated Workflows

1. Navigate to Automated Workflows
2. Click New Workflow
3. In the Trigger section, select New Review Received
4. In the Conditions section, select the star ratings that you want the workflow to apply to. 
5. In the Automated Actions section, do the following: 
   1. Select Post an automated response
   2. Click the Select Templates button
   3. Select the response templates that you would like to use. We recommend using the HIPAA-compliant templates provided by Swell in the Pre-Built Templates tab. We also recommend using at least 5-10 templates to make responses seem more authentic. 
   4. Set the response delay to match the upper limit of your desired response window. For example, if you have a goal to respond to every review within 4 days, set the response delay to 4 or 5 days. 
6. Optional: Create a Ticket for Additional Accountability
   1. If you have Swell's Ticketing product, you can create a ticket for tracking purposes. Learn more about Ticketing.
   2. Click the +Add Automated Action button at the bottom of the workflow. 
   3. Fill out the details you want to be included on the ticket. 
7. Click Save
8. When you are ready to turn your automated workflow on, set its status to Active.

You Want to Focus on Negative Reviews, and Automate the Rest

Many practices choose to prioritize their time by responding personally to 1, 2, and 3 star reviews, while letting automated responses handle positive reviews. This ensures your team is addressing concerns directly, while still acknowledging satisfied patients. 

How to Set This Up With Automated Workflows

1. Navigate to Automated Workflows
2. Click New Workflow
3. In the Trigger section, select New Review Received
4. In the Conditions section, select the star ratings 4 and 5. 
5. In the Automated Actions section, do the following: 
   1. Select Post an automated response
   2. Click the Select Templates button
   3. Select the positive response templates that you would like to use. We recommend using the HIPAA-compliant templates provided by Swell in the Pre-Built Templates tab. We also recommend using at least 5-10 templates to make responses seem more authentic. 
   4. Set a response delay by selecting how many hours or days you would like the automation to wait before posting a response. Setting at least a 1-2 hour delay will help the response feel more authentic. 
6. Click Save
7. When you are ready to turn your automated workflow on, set its status to Active.

You Want to Maintain a Consistent, Professional Voice

Swell's library of pre-built, HIPAA-compliant responses ensures that every review gets a compliant, natural-sounding reply. Responses are randomized and customizable, so your brand voice stays consistent.