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FAQ's
Getting Started
What is Canvas® Score and what does it do?
Canvas® Score is a marketing automation platform that helps you manage your online reputation and customer engagement. It connects with your Google Business Profile and, when applicable, your practice management system to sync contacts, send experience surveys, encourage referrals, and make it easier to respond to reviews, all on one platform.
What if I don’t have a Google Business Profile?
No problem! Canvas® Score will prompt you to create one during setup. Click “Sign up with Google” and follow the guided steps to get your profile connected.
Does Canvas® Score work on both desktop and mobile?
Yes. Canvas® Score is available on desktop, the Apple App Store, and Google Play.
How long does setup take?
Setup only takes a few minutes. Simply sign in with your Google account, connect your Google Business Profile, and begin adding contacts or sending surveys.
What types of businesses is Canvas® Score best for?
Canvas® Score is designed for any business with a Google Business Profile. Canvas® Score makes it easy to respond to reviews, send NPS surveys to gauge customer satisfaction, and promote referrals.
What is included in Echo?
The Echo package includes:
Google Business Profile integration
Google reviews management
AI-assisted responses
SEO-friendly review widget
Access to the web and mobile app.
To learn more about Echo, click here.
What is included in Pulse?
The Pulse package includes:
Google Business Profile integration
Google Reviews Management
AI-assisted Responses
SEO-friendly Review Widget
Access to the Web and Mobile App.
Exclusive Features:
Semi-Automated Tools
Store and manage your latest contact list
Send NPS surveys to capture real-time feedback
Launch one referral campaign
To learn more about Pulse, click here.
What is included in Surge?
The Surge package includes:
Google Business Profile integration
Google Reviews Management
AI-assisted Responses
SEO-friendly Review Widget
Access to the Web and Mobile App.
Exclusive Features:
Complete Automation
Integrates to Your EHR System to instantly sync contacts
NPS surveys are sent out automatically after appointments to capture real-time feedback
Launch up to three referral campaigns
To learn more about Surge, click here.
Using the Platform
Where do I reply to reviews?
On desktop, click Google Reviews in the left menu.
On mobile, tap Reviews at the bottom.
From there, you can respond to reviews or use AI-assisted replies.
How do I add a new user?
Go to Account → Users → Invite User and enter their email address.
How do I add a contact?
On desktop, go to Contacts in the left menu.
On mobile, tap Contacts at the bottom.
Add the customer’s name, email, phone number, and (optional) tags for organization.
Can I upload contacts in bulk?
Yes. You can upload a CSV file to add multiple contacts at once.
How does Canvas® Score send messages?
Messages are sent through SMS text and/or email, depending on your selection.
How do I customize the message that gets sent to customers?
When sending a survey, you can customize your email or SMS signature to personalize the message.
How do I send a Customer Experience Survey (NPS survey)?
Select one or more contacts → Click Send Survey → Choose SMS, email, or both → Preview → Send.
How are Promoters, Passives, and Detractors categorized?
• Promoters: 9–10
• Passives: 7–8
• Detractors: 1–6
These ranges can be adjusted in Settings if needed.
Review Widget
How do I set up my review widget?
Go to Integrations → Review Widgets → Create New Widget, customize your appearance, and generate your embed code.
What is the difference between popup and inline widgets?
• Popup: Displays rotating reviews at the bottom of your site.
• Inline: Displays a full testimonials section on a page of your choice.
Both refresh automatically as new reviews are posted.
What do I do with the widget code?
Send the generated code to your website manager or developer to be embedded on your site.
Referrals
How do I create a referral campaign?
Go to Referrals → Referral Incentive Offers → Create New Offer, then fill in your incentive and message details.
Can I run multiple referral campaigns at the same time?
Yes — multiple simultaneous campaigns are available in the Surge package.
What incentives can I offer?
Common incentives include digital gift cards, service credits, and product discounts. The incentive you choose is up to your business.
How are referral leads delivered to my team?
Referral submissions appear directly in the Canvas® Score dashboard and can also trigger an email or SMS notification, depending on your settings.
AI Review Responses
What does the AI Review Response feature do?
It generates suggested replies for your Google reviews using customizable tone and language.
Can I edit the AI response before sending?
Yes. You can edit, refine, or regenerate a response before posting it.
Will Canvas® Score reply automatically for me?
No. Review responses are never posted without your approval. You choose when and what is submitted.
Integrations & Plans
Does Canvas® Score integrate with my EHR or practice system?
Canvas® Score currently integrates with select systems and will continue expanding compatibility. Contact our team for the latest supported integrations.
Do I need an EHR system to use Canvas® Score?
No. Canvas® Score can be used with or without an EHR integration.
Which plans include automation?
Surge includes full automation.
Echo and Pulse use manual or semi-assisted workflows.
Is Canvas® Score month-to-month?
You can choose between monthly or annual billing.
How many users are included?
Echo & Pulse include 1 user. Surge includes up to 3 users.
What if I need additional contacts, messages, or users?
Add-ons are available for contacts, messages, users, and more. Contact the Canvas® Score team for pricing.
How do I update my payment method?
Go to Account → Billing to update your card or billing details.
How do I upgrade my package?
Packages can be upgraded directly through Billing, or by contacting support.
How do I cancel my account?
Go to Settings → Delete Organization.
Note: canceling will permanently remove stored data.
If You Have Questions,
Canvas® Score is a proprietary review & referral automation platform designed and developed by Roya.com
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