Send a Slack message when a review needs a reply.

Overview

A bad review gets worse the longer it sits unanswered. This template sends the ones that need attention to your team’s channel as they arrive, and leaves the good ones to speak for themselves.

Prerequisites

These are the pieces we suggest having ready before you switch this workflow on. Your clinic may set things up differently, so treat the list as a guide.

• Your review platforms connected to Sovica
• Slack connected to Sovica

How to use this template

Once it opens, you’ll see the blocks joined up in order.

1. The Review received trigger is the first step. A run starts when a new review comes in from any platform you’ve connected, or from the feedback request your clinic sends after a visit. To make sure it runs properly, choose the locations you want covered and the platforms you want the workflow to listen to.
2. The Condition block decides which reviews go further. This is where you define what needs a reply. Our rule catches anything under three stars, so the good ones end here, but you can add a rule for reviews that mention a clinician, a complaint or a refund, if your team wants to see those as well.
3. The Find the visit block matches the review to a patient and their last visit, so whoever replies knows who it’s from and what happened on the day.
4. The Send Slack Message block tells your team a reply is needed. Pick the channel your clinic manager watches, since a reply from a person with authority does far more than a template. Include the rating, the review’s text and a link to the patient’s record, so nobody has to go looking. An example message input would be:

   {Rating} star review from {Record > Name}, last seen by {Record > Clinician}. Please reply today: {Review > Link}