Praisivo Help Center

Praisivo is a review request and reputation management platform for local service businesses and healthcare practices. With Praisivo, you can:

• Send automated review requests to customers via email and SMS
• Monitor your reviews in one place across all platforms (Google Places, Healthgrades, Zocdoc)
• Intercept negative reviews before they're published and respond quickly
• Get AI-powered response suggestions to reply professionally to every review
• Track review campaigns and see which customers are reviewing

Praisivo works best for:

• Local service businesses: Dentists, auto shops, roofers, salons, restaurants, fitness centers, plumbers, etc.
• Healthcare practices: Doctors' offices, dental practices, therapy offices, clinics
• Any business wanting more 5-star reviews to grow customer acquisition and trust

Praisivo is less suitable for national chains, ecommerce businesses, or businesses with very few customers.

1. Sign up at praisivo.app
2. Connect your business (e.g., link your Google Business profile)
3. Choose your edition (Standard for all businesses, or Medical if you're a healthcare practice)
4. Create your first review request campaign
5. Send to customers via email or SMS
6. Track reviews as they come in

Choose Medical Edition if: You're a healthcare practice and want Healthgrades/Zocdoc integration with HIPAA compliance.

1. Log into Praisivo
2. Click Create Campaign
3. Choose Email or SMS (or both)
4. Enter customer email addresses or phone numbers
5. Choose your review platform (Google Places, Facebook, Yelp, Healthgrades, etc.)
6. Write a short message or use our templates
7. Set send time (now or scheduled)
8. Click Send

Customers receive your message with a direct link to leave a review. No account needed—they just click and review.

Praisivo can generate review links for:

• Google Places (most important)
• Facebook
• Yelp
• Healthgrades (healthcare)
• Zocdoc (healthcare)
• Custom URLs (your website, other platforms)

Google Places is recommended—it's the most visible to potential customers searching for your business.

Yes! SMS review requests have higher response rates than email. To use SMS:

1. Create a campaign and select SMS
2. Enter customer phone numbers (10-digit US format)
3. Praisivo uses Twilio to send SMS securely
4. Customers click the link in the text and review

Important: Customers must have opted in to receive texts from you.

Best timing:

• Right after service: Immediately after customer has positive experience (best response)
• Same day: Better than next day
• During business hours: 9 AM - 7 PM in customer's time zone
• Avoid: Late night, early morning, weekends, holidays

Frequency: For busy businesses every week (new customers weekly). For slower businesses bi-weekly or monthly. Timing matters more than frequency—ask immediately after great experience.

After sending a campaign:

1. Log into Praisivo
2. Go to Campaigns → Select your campaign
3. You'll see:
   • Number of messages delivered
   • How many people clicked the link
   • How many reviews were generated
   • Response rate (% of people who reviewed)

Track which campaigns perform best and double down on what works.

Yes! You can:

• Edit our templates to match your voice
• Add customer name for personalization (recommended)
• Include a specific reason for requesting the review ("We'd love your feedback on our new location!")
• Add a thank you message

Example: "Hi [Name], thanks for visiting us today! We'd love your honest feedback on Google. [Review Link]"

Praisivo can automatically send:

• Reminder #1: 3 days after initial request
• Reminder #2: 7 days after initial request (optional)

Reminders increase review response rates by 30-50%. You can customize reminder timing.

You can organize customers into campaigns based on:

• Service type: (e.g., "dental cleaning patients," "oil change customers")
• Visit date: (e.g., "last week's customers")
• Review status: (e.g., "customers who haven't reviewed yet")
• Tag/custom field: (e.g., "VIP customers," "problems to follow up on")

This helps you send targeted requests at the right time.

Negative review intercept is a feature that alerts you immediately when someone leaves a low-star review (typically 1-3 stars) on Google Places, Healthgrades, or Zocdoc. This gives you a chance to:

1. See the review immediately (before it spreads)
2. Investigate the issue (what went wrong?)
3. Respond quickly (shows you care)
4. Potentially resolve (customer might delete review if problem is fixed)

1. In Praisivo, go to Settings → Negative Review Intercept
2. Toggle Enable Intercept to ON
3. Set your star threshold (usually 3 stars or below)
4. Enter the email that should receive alerts
5. Choose which platforms to monitor (Google Places, Healthgrades, Zocdoc)

You'll receive an email alert within 24 hours of a negative review being posted.

1. Read the review — Understand the customer's complaint
2. Investigate — Did something go wrong? Check your notes or records
3. Respond professionally — Use Praisivo's AI suggestions as a starting point
   • Apologize if your business made a mistake
   • Offer to fix the problem
   • Be respectful and professional (many people read your responses)
4. Follow up privately (optional) — If appropriate, contact the customer directly to resolve

If a review is fake, spam, or violates platform rules:

1. In Praisivo, open the review
2. Click Flag Review and select the reason (spam, fake, violates policy, etc.)
3. Praisivo will help you submit a flag to the platform
4. The platform will review and may remove the review

Note: Platforms like Google are strict about fake reviews—only flag reviews that actually violate their rules.

Review sync timing:

• Google Places: Syncs every 4-6 hours
• Healthgrades: Syncs every 4-6 hours
• Zocdoc: Syncs every 4-6 hours

New reviews on the platform take 24 hours to appear, then another 24 hours to sync to Praisivo. So you might see a review 48 hours after it's posted.

1. In Praisivo, go to Settings → Integrations
2. Click Connect Google Places
3. Enter your Google Business email/password
4. Authorize Praisivo to access your reviews
5. Praisivo will start syncing your Google reviews automatically

Your Google password is safe — Praisivo uses secure OAuth (never stores your password).

If reviews appear on Google but not in Praisivo:

1. New Google reviews take up to 24 hours to appear on Google
2. Praisivo syncs every 4-6 hours after that
3. So worst-case: 48 hours before you see the review in Praisivo

Quick fix: In Praisivo, click Sync Now to force a manual sync. This checks Google immediately (doesn't wait 4-6 hours).

1. Open a review
2. Use Praisivo's AI-generated suggestions as a starting point
3. Edit the response to personalize it
4. Click Post Response
5. Your response appears on Google Places and other platforms

Responding within 24-48 hours is ideal—shows customers you're attentive.

Ranking of importance:

1. Google Places — Most important (appears in search, Google Maps, all over web)
2. Healthgrades (if healthcare) — Critical for healthcare practices
3. Zocdoc (if healthcare) — High visibility for healthcare booking
4. Facebook — Secondary (less visible than Google, but trusted)
5. Yelp — Platform-specific (important in some niches, less in others)

Focus on Google first, then your industry-specific platforms.

Medical Edition ($249/month) includes:

• All Standard features (email, SMS, Google Places)
• Healthgrades integration — Sync healthcare reviews
• Zocdoc integration — Sync healthcare booking reviews
• HIPAA compliance — Secure handling of patient data
• Healthcare-specific support — Team understands healthcare regulations

1. Log into Praisivo
2. Go to Settings → Medical Integrations
3. Click Connect Healthgrades
4. Enter your Healthgrades login credentials
5. Authorize connection
6. Praisivo will sync your healthcare reviews automatically

Reviews appear in Praisivo within 4-24 hours.

1. In Praisivo, go to Settings → Medical Integrations
2. Click Connect Zocdoc
3. Enter your Zocdoc login
4. Authorize connection
5. Zocdoc reviews will start syncing

Zocdoc booking/appointment reviews sync within 24 hours.

Yes. Medical Edition includes:

• Encryption at rest and in transit — All patient data is encrypted
• Access controls — Only authorized staff can view reviews
• Audit logs — Track who accesses patient reviews
• Data retention policies — Comply with healthcare retention rules
• No third-party sharing — Your data never leaves Praisivo

Patient information in reviews is handled securely per HIPAA standards.

Yes, but with care:

• Ask for online reviews (Google, Healthgrades, Zocdoc) — Patient can choose what info to share
• Don't ask for specific details — Let patients decide what they share
• HIPAA-compliant messaging: Praisivo templates respect patient privacy
• Incentives: Can't offer payment for reviews (against platform rules), but can offer small thank-you gifts

Example: "We'd love your feedback on Google or Healthgrades about your visit!"

If a patient review includes sensitive health details:

1. Don't respond with health info — Never include diagnoses or treatment details in public response
2. Invite private conversation — "Thank you for your feedback. For privacy, please contact us directly at [phone]"
3. Report to Healthgrades/Google — If it's truly sensitive, these platforms may help remove
4. Document the incident — For compliance purposes

Praisivo supports you in managing these sensitive situations.

1. Ask at the right time:
   • During or right after positive experience
   • Don't wait until next week
   • Use SMS (higher response) when possible
2. Make it easy:
   • One-click link to review (Praisivo handles this)
   • No account needed (Praisivo links are magic-links)
   • Mobile-friendly (all reviews are mobile-accessible)
3. Ask everyone:
   • Don't just ask satisfied customers—ask most customers
   • Some unsatisfied customers don't respond
   • Response rate is typically 10-20%
4. Consistency wins:
   • Set up recurring campaigns (weekly, bi-weekly)
   • Steady stream of reviews compounds over time
   • 50+ reviews > 5 reviews
5. Respond to reviews:
   • Respond to all reviews, especially negative
   • Quick response shows you care
   • Potential customers read your responses

1. Stay professional:
   • Don't get defensive or emotional
   • Be respectful even if you disagree
   • Assume good intent
2. Apologize for the issue:
   • "We're sorry you had a poor experience"
   • Acknowledge the specific problem they mentioned
3. Offer to fix it:
   • "We'd like to make this right"
   • Provide contact info for direct resolution
   • Offer a do-over or discount if appropriate
4. Show you listen:
   • Reference specific details from their review
   • Demonstrates you actually read it
   • Personalization matters
5. Keep it brief:
   • 2-3 sentences is plenty
   • Don't over-explain or argue

Example response: "Hi Sarah, we're sorry you experienced a delay during your visit. That's not our standard of care. We'd love to make it right—please contact us directly at [phone/email]. Thanks, Dr. Smith's office"

To send SMS (text) campaigns:

1. Customer opt-in: Customers must have agreed to receive texts
2. Business identity: Message must clearly show who it's from (your business name)
3. Opt-out option: Message must include "Reply STOP to unsubscribe"
4. Timing: Only send 9 AM - 9 PM in customer's local time zone

Praisivo handles all these automatically if configured correctly.

Common reasons:

1. Twilio trial account: If you're using Twilio trial (free), you can only text numbers you've verified
   • Upgrade to paid Twilio account to text any number
   • Trial is fine for testing with 2-3 numbers
2. Insufficient funds: Twilio requires an active account balance
   • Check twilio.com and add credits if needed
3. Recipient not opted in: You can't text someone without permission
   • Verify all recipients have explicitly agreed to receive texts
4. Invalid phone numbers: Numbers must be in correct format (e.g., +1-555-123-4567)
   • Check for typos
5. Spam filters: Some words trigger filters ("Free," "Urgent," "Act now")
   • Use plain language in your message

If SMS still isn't working: Contact support.

SMS campaigns are regulated by TCPA (Telephone Consumer Protection Act) and CAN-SPAM laws:

Required:

• ✅ Explicit opt-in (customer must agree in writing to receive texts)
• ✅ Your business name in every message
• ✅ Opt-out option ("Reply STOP to unsubscribe")
• ✅ Send only 9 AM - 9 PM customer's local time
• ✅ Respond to STOP requests within 24 hours

Not allowed:

• ❌ Texting someone without opt-in
• ❌ Texting before 9 AM or after 9 PM
• ❌ Robocalls or autodialed calls (SMS is OK)

Praisivo helps you stay compliant with these rules built-in.

If someone texts "STOP" or asks to be removed:

1. Praisivo auto-removes them from future campaigns
2. Honor immediately (within 24 hours as per law)
3. Document the opt-out for compliance
4. Don't text them again (unless they opt back in)

Check these:

1. Email campaigns: Verify recipient emails are correct (typos fail silently)
2. SMS campaigns:
   • Verify Twilio account balance
   • Confirm phone numbers are opted in
   • Check Twilio verified numbers (if trial account)
3. Both: Click "Resend" to try again

If it still fails, contact support.

1. Verify intercept is enabled: Settings → Negative Review Intercept → Toggle ON
2. Check notification email: Make sure you entered the right email
3. Check spam folder: Alerts sometimes get filtered
4. Whitelist sender: Add praisivo@notifications.app to your contacts
5. Manual sync: Click "Sync Now" to force review check

If still not working, contact support.

1. Reconnect your integration:
   • Settings → Integrations → Google Places → Click "Reconnect"
   • Re-enter your Google login
2. Check Google directly: Log into Google Business and confirm reviews appear there first
3. Manual sync: Click "Sync Now" in Praisivo to force immediate check
4. Wait 24-48 hours: New reviews take time to appear

If reviews are on Google but not syncing, contact support.

1. On the Praisivo login page, click Forgot Password
2. Enter your email
3. Check your email for reset link
4. Click link and create new password

Yes. Praisivo uses:

• Encryption — All data encrypted in transit and at rest
• Secure authentication — OAuth (never stores your passwords)
• Access controls — Only you can see your data
• No selling data — We never sell or share your customer info
• Regular backups — Your data is safe and recoverable
• HIPAA (Medical Edition) — Complies with healthcare privacy laws

No. Praisivo is for review requests specifically. Using SMS for non-review purposes may violate SMS compliance rules. If you need appointment reminders, use a separate SMS service designed for that.

To export your reviews and campaign data:

• Contact support with details
• We'll help you export as CSV or JSON
• All your data is yours

Email us anytime at noreply@leonenkogroup.com. We respond within a few hours during business hours.

For urgent issues during business hours, contact support and we can arrange a call.

We're constantly building new features based on customer feedback. Coming soon:

• Automated response templates — AI generates responses automatically
• Competitor monitoring — Track how you stack up against competitors
• Local SEO insights — See how reviews impact your search ranking
• Mobile app — Manage reviews on the go

Have a feature request? Let us know!