Review Requests — A2P & Message Templates

Last updated: July 22, 2026

This article explains what you need in place to text patients (A2P messaging) and how to customize the messages patients receive.

Why A2P Registration Is Required

In the U.S., text messages sent by a business to consumers are regulated under A2P (Application-to-Person) rules. Before TeamCare can send review-request texts on your behalf, your practice must complete Business Verification and have its messaging campaign approved by the carriers.

Until that approval is in place, review requests will not send by text — they'll wait as pending.

Completing Business Verification

  1. Go to Settings → Comms → Business Verification.

  2. Complete the registration wizard with your business details.

  3. Wait for approval.

Registration moves through these states:

Status

Meaning

Not started

You haven't begun registration yet

Pending

Submitted and awaiting carrier approval

Approved

✅ You can send texts, including review requests

Rejected

The submission was declined — review and resubmit

Error

Something went wrong during submission

Only when the status is Approved will review-request texts go out. Approval is granted by the mobile carriers, not by TeamCare, so there can be a waiting period after you submit.

The Two Review Request Scripts

Review Requests uses two message templates ("scripts"), both selected in Settings → Marketing → Review Requests → Configuration:

Script

Where it's used

Patient Text Message

The SMS body sent when a review request is texted (auto-send or "send now")

Patient In-Office

The verbiage staff use when asking a patient for a review in person

TeamCare provides default versions of both, so you can start immediately and customize later.

Merge Tags (Personalization Placeholders)

Scripts can include merge tags that TeamCare automatically fills in with real information when the message is sent. Type them exactly as shown, including the double braces and spaces:

Patient

Merge tag

Fills in

{{ PATIENT_FIRST_NAME }}

Patient's first name

{{ PATIENT_LAST_NAME }}

Patient's last name

{{ PATIENT_FULL_NAME }}

Patient's full name

{{ PATIENT_EMAIL }}

Patient's email

Sender / Staff

Merge tag

Fills in

{{ SENDER_FIRST_NAME }}

Sending staff member's first name

{{ SENDER_LAST_NAME }}

Sending staff member's last name

{{ SENDER_FULL_NAME }}

Sending staff member's full name

{{ SENDER_EMAIL }}

Sending staff member's email

Practice

Merge tag

Fills in

{{ PRACTICE_NAME }}

Your practice name

{{ PRACTICE_PHONE_NUMBER }}

Your practice phone number

The Review Link (most important)

Merge tag

Fills in

{{ REVIEW_REQUEST_LINK }}

The patient's personal review link

Always include {{ REVIEW_REQUEST_LINK }} in your Patient Text Message script — it's the link that opens the rating screen and leads to your review platforms. TeamCare shortens this link automatically so it's tidy in the text.

Other Available Tags

Depending on your scripts, these may also be available: {{ BOOKING_LINK }}, {{ PATIENT_SCHEDULER_LINK }}, {{ APPOINTMENT_CONFIRMATION_LINK }}, {{ APPOINTMENT_PORTAL_LINK }}, {{ APPOINTMENT_TIME }}, and {{ BOT_NAME }}.

Example Text Message Script

Hi {{ PATIENT_FIRST_NAME }}, thanks for visiting {{ PRACTICE_NAME }} today!

We'd love your feedback — it only takes a moment: {{ REVIEW_REQUEST_LINK }}

When sent, this becomes something like:

Hi Jamie, thanks for visiting Bright Smiles Dental today! We'd love your feedback — it only takes a moment: https://app.teamcaredental.com/c/7hk2p

Previewing a Script

  • In the Scripts and Verbiage card, click View next to a script to see it.

  • Previews use sample data (for example, a patient named "Jamie") so you can check the wording without pulling a real patient's information.

  • Use Preview Review URL on the settings page to preview the full patient experience the link leads to.

What the Patient Receives

  • The text contains your script with the merge tags filled in and a shortened review link.

  • If your practice has a logo on file, it's attached to the message as an image (sent as a picture message / MMS).

Frequently Asked Questions

Q: My texts aren't sending even though the feature is on. Check that your Business Verification status is Approved under Settings → Comms → Business Verification. Texts won't send until the carriers approve your registration.

Q: My merge tag showed up as literal text (e.g. the words "PATIENT_FIRST_NAME") in the message. Make sure you typed the tag exactly, including the double braces and the spaces inside them: {{ PATIENT_FIRST_NAME }}.

Q: Do I have to use the default scripts? No. The defaults are a starting point. You can select a customized script in the Configuration tab — just be sure your text script keeps {{ REVIEW_REQUEST_LINK }}.

Q: Is the review link the same for every patient? No. Each patient gets their own unique, shortened link tied to their request.