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Integrate with Trustpilot

Last Update: Sep 2024 • Est. Read Time: 5 MIN
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Trustpilot is a survey platform for businesses that can collect ratings and reviews from customers. Integrating Trustpilot with Kustomer allows your organization to forward reviews from your Trustpilot account to create Trustpilot Review objects and/or conversations on the Kustomer timeline.

Who can access this feature?
User typesAdmins can set up this integration.


In this article

Prerequisites

Your organization must have a Trustpilot account with API and outbound webhooks access to enable this integration. During setup, you will also need to have access to a Trustpilot account with Admin permissions.

How does Trustpilot work with Kustomer?

This integration connects Trustpilot's review services with Kustomer, allowing your agents to see customer reviews in the timeline. When a customer publishes a review in Trustpilot, this integration will create or update a custom Review object, and/or create a conversation. These results are based on your configuration of the Trustpilot app settings within Kustomer.

Agents can use Notes to reply to customers on Trustpilot. By default, all notes are internal. To send as a reply to Trustpilot, include !reply anywhere in the body of the note. You will see the reply as a message in the conversation.

You can also use Trustpilot's Find Reviewer feature to contact your reviewers to get additional details about their experience by using !findreviewer in the note. 

Doing so sends the customer a standardized message asking them to provide their full name, email address, phone number, and reference number. The customer's reply can be viewed in Trustpilot.

You will see the customer's details in a message in their conversation once they reply. Please note, that it may take up to an hour for this information to appear in Kustomer.

Integrating these Trustpilot features into your Kustomer organization helps your team provide better customer experiences by reaching out to customers after they report a neutral or negative (or even positive) interaction with your organization.

Install the Trustpilot app

You can install the Trustpilot app from within the Kustomer App Directory.

  1. Go to Apps , search for Trustpilot in the App Directory, and then select Install. This will bring up a Connect modal where you'll provide additional details to connect Kustomer with your Trustpilot account.
  2. Fill out the requested details, then select Next.
  3. Select Connect to Trustpilot and sign in on the Trustpilot site. The Trustpilot account you sign in with should have Admin permissions. 
  4. Once the installation is complete, select Click to Copy at the bottom of the Trustpilot App Directory page in Kustomer and copy the form hook endpoint URL. You'll need this Kustomer hook URL in the next step of the setup process.

Set up the webhook in Trustpilot

Next, log in on the Trustpilot site to configure outbound webhooks to post review data to Kustomer.

To set up the webhook in Trustpilot:

  1. Sign in to Trustpilot as an administrator, and go to Integrations > Developers > Webhook Notifications.
  2. In the Service reviews section, expand New Review and select Add new subscription.
  3. Fill out the requested field as follows:
    • Subscriptions: Paste the copied form hook endpoint URL from earlier in Kustomer here.
    • Select Test to validate the hook and confirm the subscription URL works correctly.
  4. Turn the Enabled switch to On to finish activating the hook.
  5. Select Save Changes for the event type.
  6. Repeat steps 2—5 to finish configuring the following review events:
    1. Service reviews - Review Updated
    2. Product reviews - New Review
    3. Product reviews - Updated Review

To learn more about setting up webhooks in Trustpilot, see Trustpilot—Manage your webhook notifications.

Generate an API key in Trustpilot

Then, you'll use the Trustpilot API settings to generate an API key for Kustomer to use for this integration. The last step is to bring the API token back into the Kustomer Settings to finish the setup.

To generate an API key in Trustpilot:

  1. Sign in to Trustpilot as an administrator, and go to Integrations > Developers > APIs.
  2. Under Create a new application, fill in the fields as follows:
    • Name your application: You can name this anything you like.
    • Write the domains: Enter kustomerapp.com.
  3. Select Create application. The new application will be added below to the list of your applications.
  4. Select the carat icon next to your new application to expand its details.
  5. Locate the API key field, then Click to Copy the API key to your clipboard.
  6. Go back to Kustomer, then go to Apps  > Trustpilot. Paste the Trustpilot API key into the field provided.
  7. Select Save Changes at the bottom of the Trustpilot Settings page.

Configure Trustpilot settings in Kustomer

Now, you can adjust the Trustpilot app settings in Kustomer as you prefer to begin using this integration.

Conversation review threshold

This scale of 1-5 represents the 5-star rating system that customers use for your reviews. Ratings equal to or below the number you set will generate a conversation on the timeline for your agents to respond to.

For example, if you set your conversation review threshold to 5 stars, this customer's 5-star rating will create a conversation on the timeline for an agent to follow up on the positive review. You can set the scale lower if you want your team to only respond to neutral or negative reviews.

Note: If you don't want to use conversation functionality, you can set the conversation review threshold to 0, and no conversations will be created. With this option, you will need to turn on the setting to Create Review KObjects to see any Trustpilot review activity in Kustomer.

If a conversation review threshold of 5 is selected, we recommend turning off the option to Create Review KObjects, as a conversation will be created for every review.

When activated, a KObject will be created for every review which will share the rating and review details.

View reviews in Kustomer

If your organization has the Create Review KObjects setting turned on, you can go to Searches , and then use the Show drop-down menu to select Trustpilot Review.

If your organization picked a conversation review threshold to create conversations from reviews, you can go to Search, and use the Show drop-down menu to select Conversations. You can then filter by multiple conditions, including the Message App or Conversation Name values.

Frequently asked questions

Q: Why do we reply to reviews using a note instead of a conversation reply?

Kustomer doesn't currently offer a standard Review klass. However, we're working to add this functionality as a dedicated reply option in the near future.

Q: How do I use a note for internal purposes only?

All notes are internal by default. A note will only be used as a reply to a review if you include the word !reply (including the exclamation mark, all lowercase) anywhere in the body of the note. The note will be sent to Trustpilot only if we detect this phrase anywhere in the note body.

Q: Does Trustpilot support any text formatting in replies?

No, Trustpilot only supports plain-text replies. Hyperlinked URLs, images, and text formatting like bold/italics are not supported at this time.

Q: Why do I only see my last note in Trustpilot when I post multiple note responses?

Trustpilot will override any notes/responses posted previously and only display the most recent notes with the review.

Q: What happens if I edit/delete a note I previously posted?

Editing or deleting a note in Kustomer will have no impact on what gets displayed in Trustpilot.

To update a review response on Trustpilot, post a subsequent note in Kustomer. This will override the prior note (as explained above) and solely display the latest reply.

Q: What should I do if Kustomer informs me the response failed to post?

After posting a note, you'll receive a notification to confirm whether or not that reply was successful. If a reply fails to post, you can try again by posting a new note.

If this process fails repeatedly, you should use the reply link instead to respond directly in Trustpilot.

Q: How can I contact reviewers to get additional details on their experience?

You can use !findreviewer in the conversation's reply body to send customers a standard message asking them to provide additional details. To learn more about this feature, see How to use Find Reviewer