Workflow · Outbound
Review requests
Review requests help more of your patients share their experience online. Intavia asks at the right moment and sends your review link, so asking for reviews becomes routine without adding to your team's work.
At a glance
- What it does
- Asks patients for a review and sends them your review link
- Channels
- Outbound calls, with additional channels available
- Integrations
- Your practice management system, such as Dentally
- What you can customise
- Who is asked, when they're asked, how the link is sent and what happens next
- What your team sees
- A campaign summary and tasks for feedback that needs a person
- Setup
- Done for you by our team, around how you ask for reviews
How it works
Review requests run as a campaign built around your practice. Our team does the setup work: we agree with you how each situation should be handled, turn that into campaign rules, and Intavia applies them whenever the campaign runs, on a schedule or after an included appointment.
- Plan: we agree with you how review requests should work, from who is asked and when to the next step for every outcome. Our team builds the campaign rules from that.
- Eligibility: Intavia reads completed appointments from your practice system and selects the patients who meet the rules, leaving out anyone asked recently or who has opted out.
- Contact: patients are contacted at the agreed point after their visit, within your contact window and following the attempt schedule.
- Conversation: identity is confirmed before the visit is mentioned. Intavia thanks the patient for their visit and asks whether they'd be happy to leave a review.
- Review link: patients who agree are sent your review link, such as by text. Patients write and post their own reviews.
- Outcome: every request ends with a recorded outcome, and any feedback for the practice is passed to your team.
- Next step: the outcome decides what happens next, such as another attempt, a task for your team or no further requests.
Campaign rules
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Rule | What we agree with you |
|---|---|
| Schedule and triggers | When the campaign runs, such as on a regular schedule or a set time after an included appointment |
| Eligibility | Which appointment types, clinicians and locations are included, and any exclusions, such as patients asked recently, never based on how the visit went |
| Contact window | The days and hours contact can happen |
| Attempts | How many attempts are made, how far apart, and on which channels |
| Repeat requests | How long before the same patient can be asked again |
| Review link | Which review page is shared, such as your Google profile, and how it's sent |
| Hand-over | The situations that become a task for your team, such as feedback the patient wants the practice to hear, with the review link still offered |
| Fallbacks | Alternative routes that keep things moving, such as sending the link on another channel, trying again later or passing the conversation to your team |
Outcomes
Each outcome has a default next step. Any of them can be changed to suit your practice.
| Outcome | What happens next |
|---|---|
| Link sent | Your review link is sent to the patient, such as by text |
| Not right now | Recorded, with no further requests for this visit |
| Shared feedback | A task is created with the feedback already captured, and the review link is still offered |
| No answer | The next attempt is scheduled, if any remain, and a follow-up message can be sent |
| Wrong number or opted out | That number isn't contacted again, for this campaign or all your campaigns, as you prefer |
| Needs the practice | A task is created with the details already captured |
Safeguards
- Before a campaign starts, we check with you that the people being contacted have agreed to hear from your practice this way.
- Identity is confirmed before the visit is mentioned.
- Who is asked, and when, follows the rules agreed with you.
- Everyone asked is offered the same review link, whatever they say about their visit.
- Patients write and post their own reviews; Intavia asks and sends the link.
- Contact only happens inside the agreed window.
- Anyone who asks not to be contacted, or whose number is wrong, isn't contacted again, for this campaign or across all your campaigns, whichever you prefer.
Works together with
- Post-treatment follow-ups: Aftercare check-ins after appointments, with anything that needs a clinician passed to your team.
- Texts to callers: Booking links, confirmations and useful information sent by text during or after a call.
- Multi-channel communication: Conversations with patients by phone, text, email, WhatsApp and your website, inbound and outbound.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- PMS & booking system integration: Live information from your practice system and appointments handled directly in it.
FAQs
Calls are the default for asking. The review link is sent by text, email or WhatsApp, and those channels can also be added to the attempt schedule.
No. Intavia asks and sends your review link, and patients write and post their own reviews on the review site.
It is passed to your team as a task with the details already captured, so someone can follow up with the patient. The patient is still offered your review link, whatever their feedback.
Yes. Tell your support team what you need and they update the campaign. There's nothing for you to configure.