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Reviews Analytics
Track the health of your online reputation over time with Reviews Analytics based on your Google and Facebook business accounts.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.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
- Go to the Weave Portal
- Select
Reviews
- Click Analytics
- In the Desktop App, click
Analytics
- Select Reviews
OR
- Select
Reviews
- Click on the Reviews Summary box that shows your total reviews and number of Facebook and Google reviews at the top of the page
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.
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Respond to a Review
Quickly respond to reviews directly in your Weave software with Review Responses.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.You must have the user role of Super Admin to access this feature. See your role.
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.
To respond to a Google Review,
1. Click onReviews 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.
1. Click onReviews 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.
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 UpdateTo 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
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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.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.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.
- Click on the
Reviews icon
- Click on the
Settings icon in the upper right hand corner
- Sign in with your Google and/or Facebook Business account credentials
- Choose
Reviews from the left menu
- Select Settings from the dropdown
- Click Sign In with Google or Login with Facebook
- Enter your 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.
- Click on the
Reviews icon
- Click on the
Settings icon in the upper right hand corner
- Drag and drop the site you want to display first to the top
Turn On Auto-Text Review Invitations
The availability of this feature is dependent on your practice management software.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.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.
- Click on the
Reviews icon
- Click on the
Settings icon in the upper right hand corner
- Click the
toggle next to Auto-Text Review Invitations
- 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.
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 in the Weave Training Camp course: Attract More Customers With Reviews.
Frequently Asked QuestionsCan 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.
- Click on the
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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.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.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.
- Click on the
Reviews icon
- Click on the
Settings icon in the upper right hand corner
- 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.
- Click Save
Send from the Reviews App
- Click on the
Reviews icon
- Click on the
Send icon in the lower right corner
- 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.
- Click on Send Reviews Request
- Tap on the
Reviews icon
- Tap on the
Plus sign in the lower right hand corner
- Type in a customer's name or enter a 10 digit phone number
Tip: You can add up to 10 customers or numbers at a time.
- Click Send
Send from the Schedule App
The availability of this feature is dependent on your practice management software.
- Select the
Schedule icon
- Click on a patient's name to expand the menu
- Click on the
Star icon underneath the customer's name
- Click Send
- Tap on the
Schedule icon
- Select to view your schedule via Calendar or List view
- Tap on the patient you want to send review invite to
- Click on the
Star icon
- Click Send
- Click on the
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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.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.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
- 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
- Enter the email used for your Google My Business account
- Click Sign In
- Enter your Google My Business account login credentials (email and password)
- Click Submit
- 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
- Select your Google Business account by clicking on the bubble next to your office name
- Click Save
- Return to your
Weave Reviews to view your Google Reviews
Weave Manager Permissions on Google My Business
You'll receive a pop-up confirmation once Google Reviews is connected that says, "Success! You have linked Weave Reviews to your Google My Business account!" Click Continue or Learn More.
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 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.
- You can navigate to your Google My Business account by either going to https://www.google.com/business/ or clicking
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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.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.Connect Your Facebook Business Account
Before you can connect your Facebook Business Account, you must start with business manager.
- Select the
Reviews icon
- Select Login with Facebook
- Enter the Facebook login email and password for your business account
You must have the user role of Admin or Owner.
- Select Continue as [your account name]
- Select the page you wish to connect to and click Next
- 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.
- Select Done
- Click OK on the "You've now linked Weave Reviews to Facebook" page
- Select your business page to connect to Reviews
- Click Save
You'll receive a notification to let you know that connection was successful.
- Select the