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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 Service Review or Trustpilot Product Review, plus Trustpilot_Review and {n} star review, and the rating is recorded as an Intercom review score. A review written in response to an invitation also tags the conversation the invitation came from with TP_Invite_Responded. See Conversation tags.
  • 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.

Review invitations​

OmniSaaSy can ask your customers for a Trustpilot review automatically, using Trustpilot's own invitation email, when something happens to an Intercom conversation. Configure it under Trustpilot Relay Settings, which opens after your first Trustpilot account connects and can be reopened from the Trustpilot tile.

  • Primary Trustpilot account: the account that sends the invitations when more than one is connected.
  • Send invite on: None, Conversation Close or Rating Added. The invitation goes when the conversation is closed by a teammate, or when the customer leaves a CSAT rating.
  • Invitation templates: map each CSAT rating to one of your Trustpilot invitation templates, so a poor rating can get a different ask from a good one. The Default template is used when a rating has no template of its own, or the conversation has no rating. Choose Refresh to pull in templates you have added on Trustpilot since.
  • Excluded emails: comma-separated addresses that are never invited.
  • Exclusion tags: comma-separated Intercom tags. A conversation carrying any of them is skipped. TrustpilotDoNotSendInvite is always in the list, so you can opt a single conversation out by tagging it.

An invitation is sent to each contact on the conversation who has an email address. Once one is sent, the conversation is tagged TP_Invite_Sent and is not invited again. Each invitation counts as one message against the Trustpilot property's allowance.

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.