After a completed visit a sampled share of customers is asked for a rating by text or email, capped per day, never twice inside the cooldown, only inside business hours. Five stars go to your Google review link; one to four stars open a private feedback box first and the office is notified.
With Google Business Profile connected, new reviews are pulled in and a reply is drafted for approval. Auto-post is off by default; on, a draft posts itself after 16 hours and only for reviews under 14 days old.