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Version: v1

Trustpilot

Relays Trustpilot service and product reviews into Intercom, and publishes your replies on the review.

Before you start​

You need a Trustpilot Business account on a plan that allows partner integrations, and you must have given consent for partner integrations in your Trustpilot Business settings. If consent is missing, OmniSaaSy shows a link to the Trustpilot page where you grant it.

Connect​

  1. On the Channels page choose Add Channel, then Trustpilot.
  2. In Link new Trustpilot account, enter your business Domain Name, for example example.com, and choose Link Account. OmniSaaSy looks up the business and checks it is eligible.
  3. Sign in to Trustpilot Business and authorise OmniSaaSy.
  4. The Set up Trustpilot panel opens. Choose Confirm.
  5. If this is your first Trustpilot account, Trustpilot Relay Settings opens. Choose the Primary Trustpilot account and when to Send invite on, and map Invitation templates to CSAT ratings if you send review invitations from Intercom.

One property is created for the Trustpilot business account.

What is relayed into Intercom​

Trustpilot pushes reviews to OmniSaaSy as they are published.

  • Service reviews and product reviews.
  • The conversation body is the review text. A note carries the reviewer's name, the star count, the review title, any reference ID and a link to the review on Trustpilot.
  • The conversation is tagged Trustpilot_Review and {n} star review, and the rating is recorded as an Intercom review score.
  • Use Relay by Review Score to relay only some ratings.

Replying​

Your Intercom reply is published as the company response on the review.

  • A review can carry one response. A second reply is refused with a note; delete the original response and send again to amend it.
  • Redacting your reply in Intercom removes the response.

Settings​

Enable Relay, Allow responses from Fin AI, Relay bot/workflow responses and Relay by Review Score. See Configuring channels.

Connection notes​

Trustpilot access is refreshed automatically. Two states can appear on the tile:

  • Connection expired: choose Re-authenticate. The domain step is skipped.
  • Webhook disabled: Trustpilot refused OmniSaaSy's event subscription, usually because partner consent was withdrawn. Restore consent, then choose Configure Webhooks.