Trustpilot

• Introduction
• Send Invitation Button
• 1. SELECT TP EMAIL TEMPLATE
• 2. SELECT PARENT RECORD
• 3. SELECT TYPE
• 5. SELECT REFERENCE
• BUTTONS
• Process Definition
• New Action - Send Trustpilot Review
• Example
• Key Features

Introduction

Trustpilot supports two types of reviews:

• Organic reviews - created on Trustpilot page directly by reviewer
• Invitation reviews - created by reviewer by using invitation link send to them

Trustpilot plugin can retrieve organic reviews and sent invitations by process definition or by using button on Trust Pilot Reviews module.

Send Invitation Button

On Trust Pilot Reviews module record view there is a button to Send invitation to reviewer.

This button is visible only when status is New or Error.

Pressing Send Review button will open drawer where all invitation details can be entered.

This drawer contains several configurable sections to define how and to whom a Trustpilot review invitation will be sent. Each section offers specific options for selecting templates, record references, and recipient information.

1. SELECT TP EMAIL TEMPLATE

• Select TP Template:
• This dropdown allows the user to choose the email template that will be used when sending the Trustpilot review invitation.
• Those templates are retrieved from Trustpilot Service review templates and can be managed within Trustpilot.

2. SELECT PARENT RECORD

• Related Module:
• This dropdown allows the user to specify the module from which the parent record will be selected.
• On example above user has chosen Account as the related module, indicating that the invitation will be associated with an account record.
• Parent Record:
• This field displays the specific record from the selected module.
• In the screenshot, the user has selected My Business as the account, which will be linked to the Trustpilot invitation.

3. SELECT TYPE

• Send Type:
• The dropdown menu here allows the user to specify the method for identifying the recipient of the Trustpilot invitation. Depending of which value is selected different options will be offered
• In example above the user has selected Parent Fields, which indicates that the invitation will use information from the parent record fields (e.g., name and email) to send the review invitation.

Following options are available: - Parent Record - if parent record is selected user needs to specify Send Name Field and Send Email Field from Parent record. Once invitation is sent it will use those fields to retrieve values from Parent Record and populate Send To and Email Address field.

In example above user selected name and email field, note that preview is available below chosen fields.

• Contact
• user needs to select contact record from system, contact’s full name and primary email address will be used to send invitation

• Non-Contact
• user needs to enter Send To and Email Address and invitation will be sent directly to that email address

5. SELECT REFERENCE

This section defines the reference fields that will be used for linking the Trustpilot invitation to a specific record in the CRM system.

• Reference Type:

• This dropdown allows the user to select the type of reference field. In this case, Parent Record Field is selected, meaning that the reference is tied to the parent record.

• Reference Field:

• The user selects the field in the parent record that will serve as the reference.

• The selected field is name, meaning that the reference will be linked to the name field of the parent record.

• Reference ID:

• Displays the specific reference ID for the parent record. In this case, it is shown as My Business, which ties the Trustpilot invitation to this accounts by using account name.

Reference Type can be: - Parent record field, explained above

- Trustpilot Review Record field, any field created on Trustpilot Review record, i.e. setting to id field will ensure that every reference on Trustpilot is unique and can be connected to parent record by using Trustpilot Review record.

NOTE: Trustpilot allows only one review per email address and reference id.

i.e. if reference Id is order number, there can be multiple reviews related to that reference (order) but each must be done from different email address. This prevents multiple reviews by same reviewer to same reference.

BUTTONS

• Cancel:

• Cancels the operation and closes the drawer without sending the invitation.

• Send Review Invitation:

• Sends the Trustpilot review invitation based on the settings configured in this drawer.

Process Definition

New Action - Send Trustpilot Review

Another way to send Trustpilot invitation is by using custom action in process definitions.

There is new action that can be added to Process definition called Send Trustpilot Review which will create invitation for review.

1. Select action and drag it to canvas

2. Right click and choose Action Type: Send Trustpilot Review

3. Right click on new Action and choose Settings to set invitation options

4. That action will open new window with invitation options

Example Simple example is created with following flow:

1. Start Event: Order record field status changes to Delivered
2. Action: Send TP Invitation
3. End Event: Terminate

TP Invitation is set to send specific email template to Related field. From there current module Orders is selected and field Email Address.

Other option is to specify directly fields on parent record by setting Send Type to Parent Fields.

Reference type is set to be Parent record field id, in this case Order Id. Other option is to set it to Trustpilot Review record field.

Last option is to select fields from parent record that can be used to create tags. In example above field pr_order_status is selected from Orders module. This will take value from that field and use it to set tag on Trustpilot review.

NOTE: Tags are set to review once system retrieve review, not on invitations. Values selected on this PD will be saved and applied when review is in system.

Key Features

• Customisable Templates: Users can select a pre-configured email template for sending Trustpilot invitations.

• Module and Record Association: The invitation can be associated with any parent record (e.g., Accounts, Opportunities), allowing for flexibility in review request targeting.

• Field Mapping: The ability to choose specific fields (e.g., name and email) from parent records ensures that invitations are personalised and sent to the correct recipients.

• Reference Management: Users can link Trustpilot invitations directly to specific records within the CRM, making it easier to track and manage reviews.

• Automatic tagging: This functionality provides user to automatically tag reviews that are done by invitation sent through Process definition.

This setup allows users to fully control how and when Trustpilot review invitations are sent, ensuring that they are targeted and properly linked to relevant CRM records.