Best Practices

Sending Review Requests

Timing: Send within 1–24 hours after a visit for the highest response rates.
Personalization: Our platform automatically personalizes messages with your clinic name and keeps them brief and friendly.
Clean messaging: We automatically include only our secure review link and avoid extra URLs or emojis that could trigger carrier filtering.
Compliance: All messages automatically include “”Reply STOP to unsubscribe” as required by law.”
Smart scheduling: Our system respects quiet hours and prevents sending messages too late or too early.

No PHI: Our platform prevents inclusion of protected health information in messages – clinics cannot send PHI through the system.
Consent: Only message contacts who have provided appropriate consent per local laws.
Unsubscribe: We automatically honor STOP/UNSUBSCRIBE immediately and handle all standard keywords.
Carrier rules: We automatically follow A2P/10DLC policies; prevent spammy content, excessive punctuation, and link shorteners you don’t authorize.

We automatically generate secure review links in the format mybestratings.com/r/[TOKEN]{code} to route patients to the right platform.

Platform codes:

Example: mybestratings.com/r/[TOKEN]1 routes to Google.

Internal first: Encourage patients with issues to share feedback privately via our flow before public platforms.
Respond promptly: Acknowledge concerns and offer a resolution channel.
Never discuss PHI publicly: Keep responses generic and invite offline follow‑up.

STOP/START/HELP keywords: We automatically process unsubscribe, re-subscribe, and help requests and maintain a global opt-out list.
45‑day cooldown: We block sends to numbers that received a request in the last 45 days by default (clinics can customize this setting).
Business hours: We respect recipient timezone and help you schedule during reasonable hours.
E.164 normalization & dedupe: We clean numbers like (212) 555‑1234 → +12125551234 and prevent duplicates.
Per‑clinic block lists: Add numbers that should never receive requests from a clinic.
Message validation: We enforce STOP instructions and basic content checks to reduce carrier filtering risk.
Short review links: We generate short links in SMS previews and actual sends using the mybestratings.com/r/… format.
Audit & logs: We capture send attempts, statuses, opt‑outs, and admin actions for traceability.

Schedule by timezone: Pick a US timezone and time; we convert correctly and prevent scheduling in the past.
Send Now vs Schedule: Use Send Now for immediate delivery or Schedule for later. Avoid after‑hours deliveries. Note: We cannot guarantee exact delivery times for scheduled messages.
Bypass cooldown: Option available in UI, but use sparingly and only with valid consent.
Frequency: One request per visit plus at most one reminder a few days later.

Smart routing: High ratings (≥4) redirect to public platforms; lower ratings are captured privately for your team.
Tokenized links: Secure, single‑use links expire after ~72 hours and cannot be guessed or reused.
Anti‑abuse: Rate limiting per IP, optional hCaptcha for low ratings, and sanitized inputs.
Privacy: We hash sensitive metadata and limit stored PII to what is needed.