Responding to Reviews (with AI)
Responding to every review, positive or negative, signals to patients and to Google that you are an attentive, trustworthy practice. Dental Marketing Tool makes that easy by pulling all your Google and Facebook reviews into one place and offering an AI draft so you can reply in seconds.
Where to Find Your Reviews
Open the Reputation tab in the left navigation menu. The main view shows a feed of reviews sorted by date, with star rating, reviewer name, platform, and the review text. You can filter by platform (Google or Facebook), by star rating, or by reply status (replied or not yet replied) to zero in on what needs attention.
Replying Manually
- Find the review you want to respond to and click Reply beneath it.
- A text box opens directly below the review. Type your response in the field provided.
- Click Post Reply. The response is published to Google or Facebook on your behalf and typically appears within a few minutes.
If you need to adjust a reply you already posted, click Edit Reply on any review that has been answered. Make your changes and click Update Reply.
Using AI to Draft Your Response
The AI draft feature reads the review text and writes a personalized, professional reply in your practice's voice. This is especially useful for busy front-desk teams who need to get through a backlog of unanswered reviews quickly.
- Click Reply on the review you want to answer.
- Click the Generate AI Response button that appears inside the reply box.
- Dental Marketing Tool drafts a response and places it in the text field. Read it over and confirm it sounds like you.
- Make any edits you want, then click Post Reply.
Handling Negative Reviews
One- and two-star reviews require a calm, professional tone above all else. Here are a few ground rules:
- Do not include any patient health information or details about treatment in a public reply. Keep it general.
- Acknowledge the experience without admitting fault. Something like "We're sorry to hear your visit did not meet your expectations" works well as an opener.
- Invite the patient to call the office directly so you can address the concern privately. Include your phone number or ask them to ask for the office manager by name.
- Keep the response short. A concise, measured reply looks more professional than a lengthy defense.
The AI draft handles negative reviews with an appropriate tone by default, but this is one case where reviewing and personalizing the draft before posting is especially worthwhile.
Keeping Up With New Reviews
Dental Marketing Tool checks for new reviews automatically. When a new review comes in, it appears at the top of your feed. If you or a team member is logged in on the mobile app, you will also receive a push notification so nothing slips through.
If you want to reduce how many review requests you have to chase manually, consider pairing this workflow with automated review requests after visits. More requests sent means more reviews coming in, and the AI draft feature keeps your reply rate high without adding work to your team's day.
Tracking Your Overall Rating
As you build a consistent habit of responding to reviews, your overall score and review volume will reflect that engagement over time. You can keep an eye on trends from the Reputation Score dashboard, which shows your average rating and new review activity across both platforms in one view.
Once your response workflow is running smoothly, a natural next step is to display your best reviews on your website. See Showing Reviews on Your Website to learn how to embed a live review widget on any page, so new patients see your ratings without having to visit Google first.