Connect Google Business Profile
Connect your Google Business Profile to see and reply to Google reviews from the panel and track calls from your listing.
3 min read
Patients abroad always read your Google reviews before choosing a clinic. Connect your Google Business Profile (formerly Google My Business) to MedicalGrow and you'll see and reply to new reviews from the panel, so none go unanswered.
What it does — and doesn't do
| Feature | Status |
|---|---|
| New Google reviews shown in the panel, with replies | ✓ Supported |
| Tracking calls to the phone number on your profile | ✓ If you use a MedicalGrow number on the profile |
| Google messages (the "Chat" button on the profile) | ✗ Google shut this feature down completely in July 2024 |
| Google's call history | ✗ Google also removed this in 2024 |
Note
As Google profiles no longer have a chat button, add your WhatsApp link (wa.me/…) and website to your profile as the way for patients to write to you. Written enquiries from Google then reach your panel through WhatsApp.
Before you start
- Your Google Business Profile must be verified.
- The Google account you connect with must be an Owner or Manager of the profile. With a Site Manager / Contributor role the connection may look successful, but reviews won't come in.
- If you have several branches (e.g. Istanbul and Antalya), each one is a separate location on Google.
Step by step
- Open Settings → Integrations.
- On the Google Business Profile card, click Connect.
- In the Google window, choose the account that is Owner/Manager of the profile and approve all requested permissions.
- Choose the location you want to connect from the list.
- Click Save. The card shows a Connected badge.
Reply to reviews from the panel
After connecting, new Google reviews appear in Conversations with the Google icon. Click a review and write a reply; it's published publicly on Google.
- Reply in the language the patient wrote in. Thanking a German reviewer in German also reassures other German patients viewing your profile.
- Answer negative reviews constructively, not defensively, and move the details to a private channel: "Please message us on WhatsApp and our coordinator will look into it."
- Never share treatment details or health information in replies.
Important
Review request campaigns and the reputation management module aren't available to users in your plan. If you'd like to ask patients for reviews automatically after treatment, message our support team.
Track calls from your profile
Google no longer shows the history of calls made from your profile. To measure them, use a MedicalGrow number as the phone number (or an additional number) on your profile. Calls to that number are logged and appear in the Call reporting report. To get a number, see Phone system.
Example: Emma de Vries from the Netherlands finds your clinic on Google Maps and calls the number on your profile. Because the call comes in on a MedicalGrow number, it's logged; after the call your team saves her as a contact and notes "Google profile" as the source.
Common issues
The location list is empty. Your Google account isn't an Owner/Manager of the profile, or the profile isn't verified. Check your role under People and access in Google Business Profile.
Older reviews didn't come in. The integration mainly brings in reviews posted after the connection. You can reply to older reviews in Google Business Profile.
The connection dropped after a few weeks. It ends when the Google account's password changes or its access is removed. Open the card and reconnect.
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.