Overview
Review campaigns in TrackStat help clinics automatically and manually request patient feedback and online reviews (Google, Facebook, Yelp, etc.). This builds your online reputation, attracts new patients, improves SEO/visibility, and captures private feedback to address concerns early.
Automated review campaigns send texts after appointments based on your settings (e.g., visit count or filters). The process starts with an internal star rating (1-5). High ratings (typically 5 stars) guide patients to public review sites; lower ratings route to private comments sent to your TrackStat Inbox.
Your account includes two default review campaign types:
Main automated review campaign for most review messages; green/red bell indicates enabled/disabled status). ("Not Default" setting)
Default review messages and tracking (used for Canned Replies only). Does not have a green/red bell.
We do not recommend deleting these campaigns, as they are essential. Do not use drip campaigns for reviews - review campaigns are specially designed for this flow and offer the most flexibility.
Why Use Automated Review Campaigns?
Build reputation automatically: Consistent reviews boost Google ranking and attract new patients without manual effort.
Saves staff time: Reduces follow-up calls/emails.
Increases reviews: Clinics often see 3–5× more reviews in the first 90 days.
Improves patient experience: Happy patients get guided to public reviews; others provide private feedback.
Flexible options: Combine automation with manual Canned Replies.
How It Works:
After a completed visit (based on campaign filters/settings), TrackStat sends a text from your clinic’s texting number using your customized template.
Each patient gets a unique link leading to internal feedback.
Patients who leave an internal 5-star rating are automatically directed to public review platforms.
Lower ratings go to a private comment box (visible in Inbox).
Optional automated follow-up reminders for non-responders.
Manual option: Use Canned Replies for personalized follow-ups.
Important: Review links are managed in Account Settings > Review Links. You can add/edit links for multiple sites and locations. TrackStat supports multi-location accounts.
Setting Up and Managing Review Campaigns
Navigate to Communications (Megaphone icon) > Review Campaigns.
Select or edit your campaign.
Customize in the Review Set Up tab:
Step 2: Review Gate Settings: Set minimum star rating threshold (e.g., 5 stars or lower) for public review prompts.
Adjust visit-based triggers (e.g., after 3+ visits).
Set re-eligibility intervals (e.g., 15, 30, 60, 90, 120 or 180 days).
Configure filters/tags for inclusion/exclusion. It is recommended to exclude patients with the "reviewed us" or "not qualified" tag.
Add/edit images in messages (cannot fully remove; deleting reverts to default).
Enable/disable secondary review reminders for no response (recommended to keep on).
Save changes.
Note: review campaigns have been created for new accounts and generally do not require any edits to the settings.
After Turning On a Campaign:
Assign "reviewed us" tag to patients who have already left an online review (excludes them from future asks).
Assign "not qualified" tag to patients who should be excluded (not asked for a review).
Excluding Patients from Review Texts (While Keeping Appointment Reminders):
Add "Not Qualified" or "Reviewed Us" tag to the patient’s profile. These tags exclude patients from the main review campaign (confirm your settings to make sure the tag filter is excluding both tags - red minus sign).
Sending Manual Review Links (Canned Replies)
Use Canned Replies to send review links individually:
Locate the patient in Inbox, Patient Search, or a report (e.g., Appointment Report).
Click the patient’s name to open conversation history.
Click Canned Reply > Reviews (Master) folder.
Select the desired message (e.g., "Review Ask: All links - gate (Master)" or "Review follow-up: Ask again (Master)").
Click Send.
Doubling Reviews: Many patients who gave a 5-star internal rating don’t complete the extra step to leave a public online review. Follow up with these patients manually using Canned Replies after checking the campaign overview page or review sites. Search Google/Yelp/Facebook first (or check "clicks" column on Campaign Overview page).
Email versions: Available in the Reviews (Master) folder.
Test it yourself: Send to your own number via Canned Reply to experience the patient flow.
Notifications: You’ll see internal ratings/comments in the Inbox. Review campaigns also track ratings and clicks.
What the patient sees on their cell phone.
This can vary depending on the their device.
Internal star rating page
Internal rating of 5 stars
After submitting the 5 star internal rating, the patient is encouraged to leave an online review on Google, Facebook or Yelp or another review site of your choice. Review links and button display names can be added or edited in the TrackStat Account Settings. Additionally, if a patient does not engage immediately, TrackStat can send an automated follow-up message after a delay to remind them to complete their public review. This helps ensure more 5-star internal ratings result in public reviews.
Example of a Google site to leave an online review
Internal rating of 1 star
Internal comment box for reviews below the internal star rating threshold.
Internal comments will be sent to the TrackStat Inbox for clinic feedback. Personalized canned replies can also be used to request private feedback from patients providing 1-4 star ratings, helping address specific concerns constructively.
Notifications in TrackStat Inbox showing internal star ratings
Viewing Campaign Results
Go to Communications > Review Campaigns > [Campaign Name] > Campaign Overview.
See patients who responded, gave 5-star ratings, and clicked review links.
Adjust page size to 200 for easier viewing.
Tag patients directly (e.g., "reviewed us") from this report.
This avoids searching all Inbox messages.
Customizing Messages and Images
Edit Messages: Open campaign > Edit message (pencil icon) > Customize text/template.
Change Image: Edit message > Attachment (paperclip) > Choose File > Upload > OK. (Images cannot be fully removed; deletion reverts to default image.)
Review Links: Add/edit in Account Settings > Review Links (click gear icon).
Testing the Review Flow (option 1)
Locate your patient profile in TrackStat
Send a Canned Reply message to your cell phone to see the patient view. Click on the link and follow the prompts to see the flow from internal rating to public review.
Testing the Review Flow (option 2)
Schedule a test appointment for yourself (in TrackStat Scheduling Calendar or in your EHR). Make sure your cell phone number is accurate in your patient profile.
Check in the appointment in your EHR.
Verify the review request triggers (if filters are met). Sent message will be visible in the TrackStat Inbox as well as your cell phone. Click through the prompts to see the flow.
What Patients See:
Clean text message with image and link (varies by device/carrier)
Internal 1 - 5 star rating page.
5 stars → Public review options (Google requires Google account and login; links/buttons customizable in Account Settings).
1-4 stars → Private comment box (comments sent to Inbox).
Optional follow-up reminders on delay schedule.
Improving Reviews and Troubleshooting
Focus on Specific Platforms (e.g., more Facebook): Do not remove Google - it significantly reduces total reviews. Instead, prompt review while patient is in the office (staff help patients navigate Facebook review section) and use QR codes.
QR Code for In-Office Reviews (via Canva or similar software):
Account Settings > Review Links > Copy Google link.
Create design in Canva with logo + call-to-action.
Generate QR code.
Print/place in treatment areas; ask patients during positive moments.
Slowing Reviews After Initial Surge: Normal - initial campaign reaches a large audience; re-eligibility intervals (15–180 days) then apply. Lower the interval or add new patients for more volume. Previous review software can also cause initial spikes followed by normalization.
Facebook Reviews Not Showing: Check privacy settings (no country/age restrictions). Test in incognito browser. [Facebook Support Link].
New Appointment Purposes Not Visible: They appear in TrackStat after first use in your EHR.
Customize Gate: Adjust minimum star threshold in Review Gate Settings.
Disable Reminder for no response: Not recommended, but possible in Review Set Up > Step 6 (remove delay timing).
Tags for Campaigns: Use tags to include/exclude groups
Best Practices & Tips
Send review asks after 3+ visits for better feedback quality.
Encourage keywords in online reviews (e.g., conditions, "best chiropractor [city]") for SEO/AI search visibility.
Monitor Campaign Overview regularly and tag patients who have left reviews with "reviewed us". Add "not qualified" tag to patients who left a 1 star review.
Combine automation with in-office prompts and manual follow-ups for maximum results.
Test flows yourself to build team confidence.