Google and Facebook reviews from all twelve locations now stream into one queue where AI drafts an on-brand reply for one-tap approval. Negative reviews simultaneously open an internal case assigned to the branch manager — so every review is answered within hours, not weeks.
Typical results
100%
Reviews answered
4.7
Average Google rating
12
Locations, one queue
Figures reflect typical results for this kind of automation.
The challenge
Twelve locations meant twelve Google profiles and Facebook pages nobody consistently watched. Glowing reviews sat unthanked, angry ones sat unanswered for weeks in plain view of prospective patients, and by the time a branch manager heard about a complaint, the unhappy patient had already told their story to three friends.
Before and after
Average response time
−96%Unanswered reviews per month
−100%Average Google rating
+9%The automation
We piped every new Google and Facebook review across twelve locations into one queue where OpenAI drafts a reply in the group's voice — warm, specific, and careful never to confirm a patient's visit. Managers approve, edit, or regenerate with one tap on WhatsApp and the reply posts automatically. Reviews under four stars simultaneously open an internal case assigned to that branch's manager with a response deadline, and a dashboard tracks ratings and themes per branch.
How it works
- 01
Review lands
New Google and Facebook reviews from all twelve locations stream into a single queue.
- 02
AI drafts
OpenAI writes an on-brand reply in the group's voice — warm, specific, and careful never to confirm a patient's visit.
- 03
One-tap approval
The manager approves, edits, or regenerates from WhatsApp; the reply posts automatically.
- 04
Negatives escalate
Reviews under four stars simultaneously open an internal case assigned to that branch's manager with a deadline.
- 05
Trends tracked
A dashboard rolls up ratings, recurring themes, and case resolution times per branch.
Starts from
- Google reviews
- Facebook reviews
Delivers
- One-tap approved replies
- Negative-review case
- Reputation dashboard
The impact
Average response time typically falls from roughly four days to four hours, and no review goes unanswered. Average Google ratings tend to climb, often from around 4.3 to 4.7 stars, some one-star reviewers update their ratings after fast case handling, and more new-patient calls mention reviews.
Questions about this automation
Does the AI post replies on its own?
No reply is posted without a person approving it. OpenAI drafts a response in the group's voice, and the branch manager receives it on WhatsApp to approve, edit or regenerate with one tap. Only the approved text goes live, and drafts are instructed never to confirm that the reviewer is a patient.
How are negative reviews handled?
Any review under four stars still gets a drafted reply, and at the same time it opens an internal case assigned to the manager of that branch, with a response deadline. The case tracks offline follow-up with the unhappy reviewer, and its resolution time feeds the reputation dashboard for that location.
Which review sources and tools does it connect to?
It monitors the Google and Facebook review profiles of every location, uses OpenAI to draft replies, sends approvals through WhatsApp and logs cases and ratings to a dashboard. Adding a branch means connecting its profiles. This is a multi-step build, usually rolled out in stages, starting with drafting and approval for a few locations.