Learn the key difference between a "Feedback Reminder" (for unanswered requests) and a "Review Reminder" (for positive feedback that wasn't posted publicly) and where to manage their settings.
✨ When You Need This Guide
This guide is for you if you're asking:
"What happens if a patient ignores our first feedback request? Are they reminded?"
"What if a patient gives us 5 stars privately but forgets to post on Google? Can we remind them?"
"Where can I find the settings to turn these reminders on or off?"
"How do I change how long the system waits before sending a review reminder?"
How Reminders Work
To maximize your feedback, Aloha has two different automated reminders that gently nudge patients to complete the process.
✅ What is a Feedback Reminder?
This reminder's job is to follow up with patients who did not respond to the initial feedback request at all.
Trigger: A patient receives an initial feedback request but gives NO RATING and provides no comment.
Action: The system automatically sends a follow-up message to the patient.
Timing: This reminder is sent 2 days after the original, unanswered request was sent.
Example: A patient receives a feedback request on Monday but ignores it. On Wednesday, the system sends them a "Feedback Reminder" to encourage them to share their thoughts.
✅ What is a Review Reminder?
This reminder's job is to follow up with happy patients who gave you positive feedback but didn't take the final step of posting it publicly.
Trigger: A patient gives positive feedback (e.g., 4 or 5 stars) but then DOES NOT CLICK THROUGH to post their review on a public site like Google or Facebook.
Action: The system automatically sends a follow-up message, thanking them for the feedback and gently reminding them to share it online.
Timing: The default waiting period is 4 days, but this is fully adjustable.
Example: A patient gives you a 5-star rating on Tuesday but gets busy and never posts to Google. On Saturday (4 days later), the system sends them a "Review Reminder."
✅ How to Adjust Reminder Settings
Both of these automated reminders can be configured from the same page.
Navigate to FEEDBACK > Settings.
Scroll down to the "Feedback Automation" heading.
Here you will find the toggles and timing settings for both the Feedback Reminder and the Review Reminder. You can enable/disable them or adjust the timing (in days) for the Review Reminder.
Be sure to click Save after making changes.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
Can I change the message sent in these reminders? | Yes. Each reminder type has its own template that can be customized. | Go to Gear Icon (⚙️) > Show Templates. Look for templates named Feedback Reminder and Review Reminder. You can edit the wording of each message there. |
I want to turn off only one of the reminders. | Both reminders have their own settings on the Feedback Settings page. | Go to FEEDBACK > Feedback Settings. Under the "Feedback Automation" section, you can use the toggle to disable either the Feedback Reminder or the Review Reminder individually without affecting the other. |
🎉 You'll Know It's Working When:
You can see the settings you configured are saved on the FEEDBACK > Feedback Settings page.
Reminder messages are being sent according to the triggers and timing you have set.
💬 Need Help? We're Here!
If you have other questions about these reminders, our support team is ready to help. Contact us at 800-563-0469 or support@getaloha.com.
📚 Related Articles
How to Edit Your Feedback & Review Templates - A guide to customizing the messages sent in these reminders.
How to Set Your Positive Feedback Threshold - Control which ratings are considered "positive" and trigger the Review Reminder process.