Reviews

All Reviews Articles
  • Reviews Analytics

    Track the health of your online reputation over time with Reviews Analytics based on your Google and Facebook business accounts.

    In Reviews Analytics you can see:

    • Total number of reviews over time
    • How many times your business has replied to reviews over time
    • How long it takes you business to reply to reviews
    • Overall average rating on Google and Facebook 
    • Total review invitations sent over time
    • Google chart of start ratings

    Access Reviews Analytics

    Weave Portal Desktop App
    1. Go to the Weave Portal 
    2. Select Reviews_Dash.svg Reviews
    3. Click Dashboard 

    If you're not seeing Review Analytics data, make sure your Google and/or Facebook accounts are connected with Weave Reviews. This is required to sync reviews data.

    Connect Your Google Account to Weave Reviews

    Connect Your Facebook Account to Weave Reviews 

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  • Respond to a Review

    Quickly respond to reviews directly in your Weave software with Review Responses. 

    Reviews is a premium feature and may not be a part of your current Weave software. Learn how to get Reviews for your team.

    Note: In order to respond to reviews in Weave, you must have Admin or Advanced Team Member access.

    Respond to a Review in the Pop-Up Notification

    To enable review notifications, learn how to adjust Weave Software Notifications. 

    When you receive a pop-up notification in the desktop app that someone has left a review, you can immediately respond.

    1. Select Reply

    2. Click into the Add a Public Reply box and type out your message

    3. Select Send

    You can also choose to respond in the Reviews Feature by selecting View.

    Respond to a Review in the Reviews Feature

    Respond to Google and Facebook Reviews directly in your the Reviews Feature.

    Google Facebook
    To respond to a Google Review,

    1. Click on Reviews_Invert.svg Reviews from the home screen in your Weave software
    2. Select the review you want to respond to
    3. Click in the text box where it says Add a public comment...
     
    Screen_Shot_2021-07-12_at_1.16.01_PM.png
    4. Type your response to the review
    5. When the response is ready, click Send
    Screen_Shot_2021-07-12_at_1.17.21_PM.png

    Edit a Review Response

    Once you have responded to a Review, you can edit that response if needed.

    Google Facebook

    To edit a response to a Google Review, 

    1. Click on Reviews from the home screen in your Weave software
    2. Select the desired review
    3. Hover your mouse over the comment you would like to update
    4. Click on the edit icon Edit__Simple_.svg
    5. Edit the message 
    6. Click Update

    Delete a Review Response

    Google allows you to delete your responses to a Google Review if needed. Facebook does not allow you to delete comments, it only allows you to edit the comment.

    Google Facebook
    To delete a response on a Google Review, 

    1. Click on Reviews from the home screen in your Weave software
    2. Select the desired review
    3. Hover your mouse over the response you would like to delete
    4. Click on the delete icon Trash.svg
    5. Click Yes 

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  • Set Up Reviews

    Weave allows you to easily invite your customers to review your business on Google or Facebook. Follow these instructions to get your Reviews set up to start sending review invitations to your customers.

    This is a premium feature and may not be a part of your current Weave software.

    Connect Your Google & Facebook Business Accounts

    Review Invitations invite your customers to review your business on Google and/or Facebook. Follow these instructions to connect your Google and/or Facebook Business accounts to Weave.

    Desktop App Weave Portal
    1. Click on the Reviews_Invert.svg  Reviews icon
    2. Click on the Settings.svg Settings icon in the upper right hand corner
    3. Sign in with your Google and/or Facebook Business account credentials

    For more instructions about connecting your Google and/or Facebook accounts, click on one of the links below:

    Once your Google and/or Facebook accounts are connected, you will be able to send Review invitations to your customers, respond to Reviews, and access Reviews Analytics (beta).

    Adjust Site Order

    You can choose if Google or Facebook is presented first in the Review Invitation. Follow these instructions to adjust the site order.

    1. Click on the Reviews_Invert.svg Reviews icon
    2. Click on the Settings.svg Settings icon in the upper right hand corner
    3. Drag and drop the site you want to display first to the top

      ezgif.com-gif-maker__10_.gif

    Turn On Auto-Text Review Invitations

    The availability of this feature is dependent on your practice management software

    Auto-Text Review Invitations will send out a Review Invitation automatically after a customer's scheduled appointment. Follow these instructions to turn on Auto-Text Review Invitations.

    1. Click on the Reviews_Invert.svg Reviews icon
    2. Click on the Settings.svg Settings icon in the upper right hand corner
    3. Click the toggle next to Auto-Text Review Invitations 
    4. Select from the dropdown menu how soon after the appointment you want the Review Invitation to send to the customer

    Tip: Weave recommends that you turn on Auto-Text Review Invitations, but invite your established customers to leave a review while they are still in the office. A manual Review Invitation will override an automated Review Invitation. Weave will not send a review invite to the same customer more than once every 60 days.

    Looking for more? Learn how Reviews will help you attract customers in the Weave Academy course for Weave Plus or Weave Core depending on your product bundle.

    Frequently Asked Questions

    Can we filter negative reviews before they are posted to Google or Facebook?

    No. That is called review gating and is against the review policies of the websites.

    Can I turn off review requests for certain patients or customers?

    No. The only way to make sure a patient does not receive a review request is to only manually send review requests and turn off auto-text review invitations. If a patient opts out of receiving text messages, they will not receive the review requests.

    Can we send a link for patients to leave only a private review?

    No. You would have to log out of Google or Facebook in the Weave App and then send the review request for the only option to be a private review. 

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  • Send Review Invitations

    Once your Google and/or Facebook Business accounts are connected to Weave, you can easily invite your customers to review your business from Weave.

    This is a premium feature and may not be a part of your current Weave software.

    For instructions to set up your Reviews, visit Set Up Reviews.

    Tip: Weave can also send out Review Invitations automatically after a customer's appointment. The availability of this feature is dependent on your practice management software. Click here for instructions to set up Auto-Text Review Invitations. 

    Customize Your Text Template

    You can customize the text message that is sent to the customer to leave a review. Follow these instructions to customize the text message.

    1. Click on the Reviews_Invert.svg Reviews icon
    2. Click on the Settings.svg Settings icon in the upper right hand corner
    3. Edit the message under Customize your Text Message by clicking in the text box

      Note: While the link does not display here, it is automatically included in every Review Invitation text message.

    4. Click Save

    Send from the Reviews App

    Desktop App Mobile App
    1. Click on the Reviews_Invert.svg Reviews icon
    2. Click on the Send.svg Send icon in the lower right corner
    3. Search a customer's name or enter a 10 digit phone number

      Tip: You can add up to 10 customers or numbers at a time.

    4. Click on Send Reviews Request

    Send from the Schedule App

    The availability of this feature is dependent on your practice management software

    Desktop App Mobile App
    1. Select the Schedule_Invert.svg Schedule icon
    2. Click on a patient's name to expand the menu
    3. Click on the Star_Filled.svg Star icon underneath the customer's name
    4. Click Send 

     

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  • Connect Reviews to Your Google My Business Account

    In order to connect your Google Reviews to Weave you will need to login using your Google My Business account credentials.

    This is a premium feature and may not be a part of your current Weave software.

    Tip: If you don’t have a Google My Business Page set up, visit our Google My Business Account Help Article for instructions on getting your account set up with Google My Business.

    Connect Your Google My Business Account

    1. You can navigate to your Google My Business account by either going to https://www.google.com/business/ or clicking Reviews_Invert.svg Reviews and Google in your Weave Desktop App
    2. Enter the email used for your Google My Business account
    3. Click Sign In
    4. Enter your Google My Business account login credentials (email and password)
    5. Click Submit
    6. Click Allow to give Weave permission to access your Google Account

      Note: Weave needs these permissions in order to send review invites and to post your reviews in real time within your Weave Reviews App

    7. Select your Google Business account by clicking on the bubble next to your office name
    8. Click Save
    9. Return to your Reviews_Invert.svg Weave Reviews to view your Google Reviews

    Weave Manager Permissions on Google My Business

    You'll receive this confirmation once Google Reviews is connected: 

    Screen_Shot_2021-08-30_at_9.19.02_AM.png

    In order for Weave to successfully display your reviews in the Weave Desktop App and notify you of any new and unread Reviews, we have added Weave Reviews to your Google My Business user page.

    You'll can find this by navigating to the left side menu in Google My Business and then Users

    In order for your reviews to properly display in the Weave Desktop App, Weave Reviews must have Manager permissions. This will automatically happen when you connect reviews. 

    If you click the X for Weave Reviews on the Users page, you will be prompted to re-sign in to ensure Google My Business stays successfully paired with Weave. 

    Troubleshooting with Google

    If you experience any trouble locating or connecting to your Google My Business account, visit our Google My Business Account Help Article.

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  • Connect Reviews to Your Facebook Business Account

    In order to display your Facebook Recommendations you will need to connect Weave to your Facebook Business account. Follow these simple steps to get your Facebook Recommendations synced up your Weave app.

    This is a premium feature and may not be a part of your current Weave software.

    Connect Your Facebook Business Account

    1. Select the Reviews_Invert.svg Reviews icon
    2. Select Login with Facebook
    3. Enter the Facebook login email and password for your business account

      You must have the user role of Admin or Owner.

    4. Select Continue as [your account name]
    5. Select the page you wish to connect to and click Next
    6. Leave all options on Yes when asked "What is Weave Reviews allowed to do?"

      Note: Turning any of these permissions off will result in an error. You will not be able to view and respond to reviews in Weave or access review analytics.

    7. Select Done
    8. Click OK on the "You've now linked Weave Reviews to Facebook" page
    9. Select your business page to connect to Reviews
    10. Click Save

    You'll receive a notification to let you know that connection was successful.

     

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