A dentist we were working with asked for this feature. Their point was simple: a patient who leaves unhappy usually says something first, in a reply to a reminder or a thank-you message, and nobody connects it to the review that appears a week later.
Reputation Shield is our answer. It is deliberately plain. It sends one check-in after treatment, reads any reply, and tells your team when a reply needs a person.
What it sends
After an appointment, at a delay you choose, every patient on the list gets the same message on the channel you pick: SMS, WhatsApp or email. The default wording is:
"Hi [name], thank you for visiting [practice] today. We hope everything went smoothly. If there's anything we could have done better, just reply here and the team will pick it up. If you're happy to share your experience, you can also leave us a review here: [your review link]."
You can change the wording. What you can't do is send the review link only to the patients you think will be kind. Every patient gets the same message, because asking only happy patients for reviews is review gating, and Google's review policy prohibits it.
What it reads
If the patient replies, Reputation Shield reads the reply. Clear warning words (pain, refund, complaint, and so on) always count. An AI classifier reads the rest, and it is set to flag rather than miss: a borderline reply goes to a person.
A reply that sounds unhappy is flagged privately in ReplyOS, assigned to someone on your team, with a suggested response they can edit or ignore. A reply that sounds fine is simply marked as replied.
What it never does
- It never sends an AI-written message to a patient on its own. The check-in is your fixed template; any reply to a flagged patient is written or approved by your team.
- It never posts a review, or anything else, on a patient's behalf.
- It never decides who is asked for a review.
- It does not need a practice management system integration. You can start it from an enquiry in ReplyOS.
What you can measure
The dashboard shows how many check-ins went out, how many patients replied, how many replies were flagged, how many flags were resolved, and how many patients clicked the review link. It does not count reviews on Google, and we make no promise about how many reviews you will get.
Questions
Does Reputation Shield only ask happy patients for reviews?
No. Every patient gets the same check-in with the review link. Asking only satisfied patients is review gating, which Google's review policy prohibits.
Does it send AI-written messages to patients?
No. The check-in uses your fixed template. When a reply is flagged, the system suggests a response for your team to edit and send.
Do we need to connect our practice management software?
No. Reputation Shield works without a PMS integration.
Which plan includes it?
Reputation Shield is available on Pro and above.
Sources
- Google, "Prohibited and restricted content" for Maps user-generated content. Covers discouraging negative reviews and selectively soliciting positive ones.