We write your Google review replies. You approve them from your inbox.
GracefulReply drafts a reply to each new Google review of your dental practice, in your office’s voice. Every reply follows one firm rule: it never confirms that the reviewer is a patient. There is no software to learn and nothing to log in to.
14 days free, no card. Or write to admin@gracefulreply.com.
- From
- GracefulReply
- Subject
- Reply draft ready: new 2-star Google review
A new review was posted on your Google Business Profile.
Rated 2 out of 5 stars
“Waited almost an hour past my appointment time and nobody told me why.”
- Approve, edit or skip
How it works
Everything happens by email, in three steps.
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Tell us which profile
Email us your practice name and a link to your Google Business Profile, and choose how approved replies get posted. There is nothing to install.
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Get a draft for each new review
When a new review comes in, we email you a reply written in your office’s voice, following the patient privacy rule below.
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Approve, edit or skip
Open the link in the email to approve the draft as it is, edit it, or skip it. No login. Approved replies are posted on your profile, or given back to you ready to paste.
You also get a short daily summary on days with news. If an approved reply is not confirmed as posted on Google, we follow up after 24 hours and again after 7 days.
Our replies never confirm that a reviewer is your patient
A reply like “Sorry your crown came loose after Tuesday’s visit” tells everyone who reads it that this person is your patient and what was done. Under the federal health privacy law (HIPAA), that can be an improper disclosure of patient information, even when the reviewer mentioned it first.
So every draft we write:
- never confirms or hints that the reviewer is a patient
- never mentions treatment, procedures, appointments or dates
- never mentions anyone on your team
- never mentions prices, payments or insurance
- never offers discounts or gifts, and never argues
Instead, it thanks the person and invites them to call or email your office, where the conversation can stay private.
The U.S. Department of Health and Human Services has taken enforcement action against dental practices over replies to online reviews that disclosed patient information. See its 2022 case pages on a North Carolina practice and a California practice.
How we rewrite a risky reply
Removed: Hi [first name], we’re sorry your crown came loose after your visit on Tuesday. Added: Thank you for sharing this. We take every concern seriously and would like to hear more. Removed: Dr. [name] looked at your X-rays, and we’ll waive your copay. Please call Removed: us. Added: our office at [office phone] so we can talk privately.
- First removal: Uses the reviewer’s name, confirms they are a patient, and names a treatment and a day.
- Second removal: Names a dentist, refers to records, and offers money.
Two ways to run your trial
Choose the one that suits your office. You can switch at any time.
We post the replies you approve
Add gestao@gracefulreply.com as a Manager of your Google Business Profile. Managers cannot add or remove people or remove the profile, and you stay the owner. When you click Approve, we post the reply for you, under your practice’s name.
We use this access only to post replies. We never change your business information, photos or settings. You can remove us at any time in your profile’s People and access settings, and if you ask us to leave, we remove ourselves within 7 business days.
You paste the replies yourself
No access needed. Each draft still comes to you by email. When you approve it, you get the final text with a copy button and a link to the review, and you paste the reply on Google yourself.
This keeps your profile entirely in your hands, and you can move to the first option later if you want us to post for you.
Optional: automatic posting for reviews rated 4 or 5 stars
If you give us manager access and sign our auto-publish consent, replies to reviews rated 4 or 5 stars that pass our safety checks can be posted without waiting for your click. Replies to reviews rated 1 to 3 stars, and any reply our checks flag, always wait for your approval. Without that consent, nothing is posted until you approve it.
Free for 14 days. No card.
Try the full service on your own reviews. Google Business Profile itself is free, and you can always reply to reviews yourself at no cost. GracefulReply is for practices that would rather have it done for them.
- 14 days freeNo card, so nothing is charged when the trial ends.
- One monthly price per locationOnly after the trial, and only if you choose to continue. We tell you the price in writing before your trial starts, and nothing is billed unless you agree to it.
- No contractCancel anytime by replying “stop” to any of our emails.
Questions practices ask
Do I need to install anything or create an account?
No. Everything happens by email. Each draft arrives in your inbox with a link where you approve, edit or skip it. There is no app and no password.
Who writes the replies?
Our software writes each draft with an AI language model, following the tone and sign-off you choose and our privacy rules. You decide what gets posted. Replies appear under your practice’s name, like any reply from the business.
What about HIPAA?
We built the service so that you never need to share patient information with us. We only work with what is already public in the review, and our replies never confirm that anyone is a patient.
We do not sign business associate agreements (BAAs), so please don’t send us patient information. If you are unsure whether your situation calls for a BAA, ask your compliance advisor.
Can you remove bad reviews or raise my rating?
No. We don’t remove reviews, we don’t buy or ask for reviews, and nobody can promise you a higher rating or a better ranking on Google. If a review breaks Google’s rules, you can report it to Google yourself.
Google already suggests replies for my profile. Do I need this?
Maybe not. Google has started offering suggested replies to some businesses. If you already use them and you are happy with them, please let us know.
What we offer is a service run for you: a draft for every new review that follows the patient privacy rule, approval from your inbox with no login, a short daily summary on days with news, and follow-ups when an approved reply is not confirmed as posted.
What happens to my information?
We keep content from Google, such as review text, for no more than 30 days. We never combine one practice’s information with another’s, and we never build reports across practices. Our privacy policy has the details.
What happens when the trial ends?
Nothing, unless you want to continue. There is no card on file, so we cannot charge you. If you would like to keep going, we send you the price and terms in writing first.
How do I stop?
Reply “stop” to any email from us, or write to admin@gracefulreply.com. We stop drafting within 1 business day. If we had manager access, we remove ourselves from your profile within 7 business days, and you can also remove us yourself at any time.
Who is behind GracefulReply?
GracefulReply is a small service based in Brazil that works for dental practices in the United States. We work entirely by email, at admin@gracefulreply.com.
Questions, or ready to start?
To start a free trial, send us your practice name and a link to your Google Business Profile. Please don’t include patient information in your email.