Reviews

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 your business to reply to reviews
• Overall average rating on Google and Facebook 
• Total review invitations sent over time
• Google chart of star ratings

Access Reviews Analytics

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 

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

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 the Reviews Feature.

Google Facebook

To respond to a Google Review,

1. Click on  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... to manually type a response

4. To auto generate a response click on the magic wand 
5. When the response is ready, click Send

Note: In order to use Review Responses for Facebook, you will need to log in to your Facebook account again. Click Log In Again in your Reviews Settings. Click here for more instructions.

To respond to a Facebook Recommendation,

1. Click on  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... to manually type a response

4. To auto-generate a response click on the magic wand 
5. When the response is ready, click Send

Tip: Hover over a response made by your team and select the reply icon to add a reply to that response. This can be helpful for clarifications from other team members. 

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
5. Edit the message 
6. Click Update

To edit a comment on a Facebook Recommendation, 

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
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
5. Click Yes 

Facebook does not allow businesses to delete their comments on Facebook Recommendations. However, you can edit the comment. Click here for instructions on editing a comment to a Facebook Recommendation.

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.

Connect Your Google & Facebook Business Accounts

Review Invitations ask 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.

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

• Connect to Google
• Connect to Facebook

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

Turn On Auto-Text Review Invitations

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 icon
2. Click on the 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

Auto-invitations will not send if an appointment is canceled. If auto-text invitations are not being sent for other statuses, review status mapping in your practice management system.

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

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

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 icon
2. Click on the Settings icon in the upper right corner
3. Edit the message under Customize your Text Message by clicking 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

Send from the Schedule App

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

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 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  Weave Reviews to view your Google Reviews

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.

Connect Your Facebook Business Account

Before you can connect your Facebook Business Account, you must start with business manager.

1. Open  Reviews in the desktop app
2. Select Log in 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.