Consistently asking for reviews is one of the most effective ways to grow your med spa or plastic surgery practice's reputation, and it's easy to fall behind when you're doing it by hand. Aesthetix CRM lets you automate the entire process, so a polished review request goes out at exactly the right moment and new reviews can trigger follow-up actions on their own.
This guide covers two sides of review automation: sending review requests automatically (after an appointment completes or an invoice is paid), and reacting automatically when new Google or Facebook reviews come in. Both are built with the Workflows collection.
A review request sends a prebuilt message (email or SMS) to a patient asking them to review your practice. Rather than sending these manually, you can build a workflow that fires the request automatically at the ideal moment, such as right after a patient's first treatment or once they've paid.
The best time to ask for a review is right after a positive experience has closed, like immediately following a completed appointment or a paid invoice. Automating this ensures every patient is asked, consistently, without anyone on your team having to remember.
Inside a workflow, the Review Request action sends a review request to a contact. You can send it through different channels, such as email or SMS, and the content of the message is pulled from your Reputation settings.
To configure the action:
Action Name: Set a name for the action. By default, it's "Send Review Request".
Review Type: Choose how the request is sent from the dropdown menu. For example, select "E-mail" to send the review request via email. Other channels, such as SMS, may also be available.
Message Configuration: Click the "Reputation Settings" link to configure the actual message content that will be sent. This lets you customize the message template so the request matches your practice's branding and tone.
A common setup is to send a review request as soon as a patient's appointment is marked complete:
Trigger: Select a trigger such as "Appointment Completed".
Action: Add the Review Request action and configure it:
Action Name: "Send Review Request".
Review Type: "E-mail".
In Reputation Settings, tailor the message template to include a thank-you note for the visit, a request for feedback, and a link to your review platform.
Configured this way, patients receive a timely, relevant request for feedback right after their treatment, helping you gather valuable insights and strengthen your online reputation.
Note: You can use the same approach with an "Invoice Paid" trigger to request a review once a patient pays. This is a great moment to ask, since it follows a completed transaction.
If your practice uses the accounting integration, a built-in automation can send a review request the first time a patient's invoice is paid in full (when their balance drops to $0). This runs independently of any manual or workflow-based review requests, so you don't have to build a workflow for it.
You can leave this automatic request enabled or turn it off:
Go to Settings > Integrations, open your accounting integration, and deselect "Send Review Requests for contacts" to disable it.
You can re-enable it later from the same place.
Note: This automatic review request is built into the accounting integration itself, not into the Workflows builder. The "Invoice Paid" workflow trigger only responds to invoices paid directly inside Aesthetix CRM, not to invoices paid through the connected accounting system. If you want a workflow to fire on invoices paid inside Aesthetix CRM, use the "Invoice Paid" trigger described above.
Beyond requesting reviews, you can automate what happens after a review arrives. The Review Received workflow trigger lets you create automated actions whenever a new review comes in from Google or Facebook, and you can filter those reviews so different situations produce different responses.
Note: The "Review Received" trigger is contactless, meaning the reviews are not linked to any specific contact.
Go to the Workflows section.
Click "Create New Workflow", or edit an existing one.
In the trigger section, select "Review Received" as your workflow trigger.
This trigger lets you build automated actions that run when new reviews arrive from Facebook or Google.
To make your workflow more effective and tailored, apply filters so specific actions fire based on the review's details. The key filters are:
Review SPAM: Select Yes or No to automatically handle spam reviews. This lets you set up different actions depending on whether a review is flagged as spam.
Review Source: Distinguish between reviews from Google and Facebook. By mapping actions separately, you can customize your workflow based on where the review was posted.
Review Rating: Filter reviews by star rating (1 to 5). For example, send a thank-you email for 5-star reviews, or route 1–2 star reviews to your team so concerns get addressed quickly.
Once your trigger and filters are set, map the review details into your automated actions. This lets you use the specifics of each review throughout the rest of the workflow:
Pass the mapped review details into the various actions within the workflow.
Send the review data to a webhook or other automated response systems.
Once your filters and actions are configured, click Save to finalize the workflow.
To confirm everything works:
Test the workflow by leaving a review, or simulating one, to check that the automation triggers as expected.
Adjust any conditions or actions as needed based on the results.
By automating review requests after appointments and paid invoices, and by setting up triggers that respond to new Facebook and Google reviews with filters for rating, source, and spam status, you keep a steady stream of feedback coming in and respond to it consistently. This saves your team time and ensures every patient interaction ends with an opportunity to grow your reputation.
