How to Automate 5-Star Review Follow-Ups With GoHighLevel

If you currently manage patient communication in tools like ClickUp or spreadsheets, moving review outreach into GoHighLevel lets you automate feedback, win more 5-star reviews, and bring patients back without manual follow-ups. This step-by-step guide walks you through setting up an automated reputation workflow for healthcare practices.

The process below is based on GoHighLevel automation features and is tailored for medical, dental, and other patient-focused businesses that want an easy, repeatable system.

Why Use GoHighLevel for Patient Review Automation

Instead of calling or texting each patient manually after every visit, GoHighLevel can automatically send review and feedback messages based on appointment outcomes. This helps you:

• Increase 5-star reviews on your chosen platforms.
• Catch unhappy experiences privately before they become public reviews.
• Bring satisfied patients back with reactivation campaigns.
• Standardize follow-up timing for every appointment type.

All of this runs in the background once you configure your GoHighLevel workflows correctly.

Prerequisites Before You Start in GoHighLevel

Before building your automation, confirm you have:

• An active GoHighLevel account with access to Workflows/Automations.
• Your main review link (Google, Facebook, or another review site).
• SMS and/or email sending configured in your GoHighLevel location.
• Appointment pipelines or tags that indicate patient status (completed, no-show, etc.).

Once these are in place, you can create a structured automation that reacts to appointment outcomes.

Step 1: Map Your Patient Journey Inside GoHighLevel

Start by defining when patients should receive messages and what those messages should say.

Plan Your GoHighLevel Triggers

Decide which actions should start the workflow, such as:

• Appointment marked as “Show” or “Completed”
• Appointment marked as “No-Show”
• Status change in your opportunity pipeline
• Manual trigger via tag or form submission

Use these rules to separate happy patient outreach from recovery or reactivation sequences.

Define Message Types in GoHighLevel

Plan at least three categories of communication:

1. Initial review request – sent to patients who had a normal or positive visit.
2. Service recovery request – sent to potential detractors or patients flagged as unhappy.
3. Reactivation message – sent later to invite patients back for future care.

Mapping this first ensures your GoHighLevel automation is clear and easy to maintain.

Step 2: Create the Review Workflow in GoHighLevel

Next, build a workflow that responds automatically to appointment outcomes and channels patients into the right follow-up path.

Configure the Main GoHighLevel Trigger

In your account:

1. Open Automations or Workflows.
2. Create a new workflow and choose an appointment-based trigger (such as “Appointment Status” or similar, depending on your setup).
3. Set the condition to fire when an appointment is marked as “Show” or “Completed”.
4. Optionally, filter by calendar, provider, or appointment type if needed.

This ensures only true visits enter your review request sequence.

Add Waiting Periods in GoHighLevel

Patients should not receive a review request immediately when they walk out the door. To add a delay:

1. Insert a Wait step.
2. Choose a timeframe that fits your practice, such as 1–4 hours after the appointment or the next morning.
3. Adjust by time window so messages only send during business hours if desired.

Waiting makes the outreach feel more natural and less robotic.

Branch Contacts Based on Satisfaction

Many clinics use a quick NPS-style question or internal indicator to decide who is happy or unhappy. In GoHighLevel you can:

• Use a Condition or If/Else step based on tags, custom fields, or survey responses.
• Route happy patients to a review request path.
• Route unhappy patients to an internal alert and service recovery path.

This structure helps protect your public reputation while improving patient satisfaction.

Step 3: Build Review Request Messages in GoHighLevel

Once your branches are set, create the content that goes to patients.

Write SMS Templates in GoHighLevel

For the “happy” branch, add an SMS step with:

• A friendly thank-you for their visit.
• A direct review link to your chosen platform.
• Brief, clear instructions.

Example structure:

• Greeting by first name using personalization.
• Short sentence thanking them for trusting your practice.
• One call to action with the review link.

Keep messages concise to stay within character limits and ensure high deliverability.

Write Email Templates in GoHighLevel

If you also send email, add an email step after the SMS or as a fallback:

• Use a clear subject line mentioning their recent visit.
• Reinforce appreciation for their time.
• Include a button or prominent link to your review page.

In GoHighLevel you can store these as templates for use in multiple workflows and campaigns.

Service Recovery Messages

For patients flagged as unhappy, create a separate message that:

• Asks for private feedback rather than a public review.
• Directs them to a form or reply channel monitored by staff.
• Shows empathy and a willingness to resolve issues.

Route these through a distinct branch in your GoHighLevel workflow so your team can respond promptly.

Step 4: Set Up Internal Alerts and Tasks in GoHighLevel

Catching negative experiences early matters. Add internal actions to your workflow to alert your team.

Create Internal Notifications

Inside the “unhappy” branch:

• Add an Internal Notification (SMS, email, or both) to staff.
• Include patient details and any captured feedback.
• Provide a direct link to the conversation or contact record in GoHighLevel.

This helps staff follow up quickly and personally.

Assign Follow-Up Tasks

To ensure no patient is missed, you can:

• Create tasks for the responsible team member.
• Attach due dates and notes inside GoHighLevel.
• Use pipelines or statuses to track resolution.

Having a defined owner for service recovery prevents issues from slipping through the cracks.

Step 5: Add Reactivation Campaigns in GoHighLevel

After the initial review process, you can re-engage past patients to bring them back for routine care or follow-up appointments.

Build a GoHighLevel Reactivation Segment

Create a second workflow or a later branch that:

• Targets patients who have not booked in a set timeframe (for example, 6 or 12 months).
• Uses appointment history or tags to define who qualifies.
• Excludes patients currently scheduled.

This keeps your recall and reactivation efforts organized and automated.

Craft Reactivation Offers

Inside this reactivation workflow, send:

• Gentle reminders about recommended checkups or follow-up visits.
• Educational content relevant to their last appointment type.
• Optional promotions or limited-time offers, depending on your compliance rules.

All communication can run through GoHighLevel SMS, email, or both, depending on what your patients prefer.

Step 6: Test and Optimize Your GoHighLevel Workflow

Before rolling out to all patients, test thoroughly.

Run Internal Tests

Use staff or test contacts to:

• Trigger the workflow with different appointment outcomes.
• Confirm message timing, personalization, and links.
• Verify that review and feedback links open correctly on mobile.

Adjust wording and timing based on feedback from your team.

Monitor Performance Over Time

Once live, monitor your GoHighLevel reports and appointment data:

• Track the volume of reviews over time.
• Watch delivery and open rates for both SMS and email.
• Refine messages for higher response and more 5-star ratings.

Use small, incremental changes and keep the best-performing versions of each message template.

Additional Resources for GoHighLevel Users

To see the original support documentation this guide is based on, review the official article here: GoHighLevel 5-star reputation automation.

If you need strategic help designing, implementing, or optimizing multi-step automations for your practice, you can also explore consulting and implementation services at Consultevo.

By mapping your patient journey, building appointment-based workflows, and using structured messaging inside GoHighLevel, you can consistently generate 5-star reviews and keep patients returning to your practice without manual follow-ups.

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