Reviews — reply to every review, safely

Patients read your replies as carefully as the reviews themselves — an unanswered complaint says more than ten five-star ratings. The Reviews tab lists every review on your own Google listing, newest first, and gives you a safe answer for each one in a click or two. If the list is empty, paste your Google listing link on the home screen first and your reviews appear here.

Two ways to reply

• Use a safe template — free. A pre-approved reply matched to the star rating: warm thanks for a good review, a calm “we’d like to put this right — please contact the practice” for a bad one. Costs nothing, always safe to post.
• Draft with AI (1–2 credits, shown on the button). A reply written in your practice voice — set up under Voice & brand — and in the same language as the review. Re-draft or discard as often as you like; you pay per draft.

The privacy rules every reply follows

A reply is public, and yours is a health practice — so the rules are stricter than for a café:

• A reply never says or hints that the reviewer is a patient — not even “thanks for visiting us.” It thanks them for the review, never for a visit.
• It never names a treatment — not even one the reviewer mentioned themselves.
• It never mentions dates, appointments, billing, fees, or insurance — not even to apologise about them.
• It never argues with the reviewer’s account of what happened.

Heads up

These rules are patient-privacy law, not style preferences. The app checks every AI draft against them after it is written. If a draft breaks any rule, you never see it — the safe template appears instead, with a short note (marked ⚖) explaining what was caught. That swapped-in template is always safe to post as it stands.

Copy it onto Google

The app prepares the reply; you post it yourself. (Posting directly from here arrives with the Google connection later.)

1. Pick a review without a Replied on Google badge.
2. Press Use a safe template — free or Draft with AI.
3. Read the draft. Happy? Press Copy reply. Want another take? Press Re-draft with AI.
4. Open your listing on Google (your Google Business Profile), find the review, and paste the text as your reply.
5. Press Discard here once it’s posted. The next time your listing re-syncs, the review shows the Replied on Google badge with your live reply.

Replying is not reusing

In some countries, patient reviews must not be turned into marketing — quoted in posts, ads, or on your website. If that applies to your market, a notice at the top of the tab says so. Replying is always fine, everywhere — the restriction only covers reusing a review’s words as promotional content. Your market’s rules live under Advertising rules in Settings.

Worked example

A one-star review lands on Dr. Nok’s listing: “Waited forty minutes and the bill was higher than I expected.” She presses Draft with AI. The draft takes the complaint seriously without confirming the reviewer was ever seen at the practice, says nothing about the bill (billing can never appear in a public reply), and doesn’t argue — it invites the reviewer to call and ask for the practice manager personally. She copies it onto Google. The complaint moves to a private phone call, and every future patient reading the exchange sees a practice that answers calmly and listens.

Related

• Reputation — reply rate is one of the four numbers patients judge you by; answering reviews here is how you move it.
• Voice & brand — the voice your AI drafts are written in.
• Your first day — import your Google reviews first; this tab builds on that.