2. Create review invitations

    Designing your review invitations to feature your brand is key to reaching customers effectively. We'll show you how to customize them for your business and encourage customers to share their feedback effortlessly.

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    Create review invitations

    We don't provide support for creating and editing customized templates.

    Review invitation guidelines

    Before you get started, be sure to review our best practices for creating review invitations. If you have customized a Trustpilot review invitation template and fail to bring it in line with our guidelines, we may reset the template to our standard, optimized invitation template.

    Copy an existing template

    To create a customized review invitation, the first thing you need to do is make a copy of an existing template.

    1. In Trustpilot Business, go to Get reviews > Email templates. Click Select template.
    2. Under Optimized templates by Trustpilot, choose a language from the drop-down and one of the 3 template options:
      • For non-purchase experiences
      • For purchase experiences (Best in test)
      • Optimized for product reviews
    3. Click Select this template.
    4. Click Edit template. A dialog box will appear. Enter a name for your template, choose the Type of template, then click Save.

    Customize your template

    Now that you've saved a copy of the template, you can start to make it your own. You can edit the text directly within the text editor, and use the toolbar to format your text.

    To make edits to the template, all you need to do is:

    1. Find your template and make your edits. Once you're satisfied, click Save template.
    2. A dialog box will appear. Click Yes, save and overwrite to confirm.

    Add your logo

    1. In the Content section, place the cursor where you want to add your logo. Click the image icon, paste your logo's URL, then select OK.
    2. Click Save template. A dialog box will appear. Click Yes, save and overwrite to confirm.

    Reminder templates

    You can also edit the template of the invitation reminder emails you send to customers.

    1. In Trustpilot Business, go to Get reviews > Email templates.
    2. Find your template, then click Reminder.
    3. Make your edits to the template. Once you're satisfied, click Save template.
    4. A dialog box will appear. Click Yes, save and overwrite to confirm.

    Preview your template

    Want to see how your invitations will look before sending them out to customers? No problem.

    At the bottom of the editor, click Send test email... to send a test invitation to yourself or Show preview of email to generate a preview.

    Invitation template guidelines

    We recommend you take the following guidelines into account:

    • Template size: For optimized performance, your template should be below 100KB. If the size is larger than 100KB, you’ll still be able to save the template, as long as it’s smaller than 2MB.
    • Dynamic placeholders: A dynamic placeholder is a piece of text that our invitation system replaces with a corresponding piece of data. Be sure to use them exactly as they're shown, otherwise they won't work correctly.
    • Legal notice: We automatically include a legal notice and unsubscribe link to the footer of all invitation emails. The footer isn't visible in the template editor and can't be edited or deleted. If you have a custom template with an unsubscribe link placeholder, this will need to be removed before you can save or use the template for invitations.

    Email settings

    In Trustpilot Business, go to Settings > Invitation settings > Email settings.

    Select Your Template

    Choose default templates for inviting customers to leave service and product reviews.

    Company Identifier

    Help customers recognize your business by displaying your business name or domain in invitation templates.

    Sender Name

    Make sure your customers know who's inviting them. Display your business name as the sender in their inbox.

    Reply-to Address

    Provide a reply-to email address for customers who prefer responding via email instead of posting a review. Your Trustpilot login email is the default address, but you can change this by clicking Manage your Reply-to emails.

    Sender Email

    For optimized delivery rates, we recommend sending from Trustpilot's default sender address, noreply.invitations@trustpilotmail.com. But if you prefer using your domain, you can do that too! You’ll just need to enter it manually and consider setting up an SPF record (click here for more information on that).

    Landing Page

    Choose where you'd like to send your customers. Select your preferred locale from the drop-down under Invitations landing page to send customers to.

    Privacy Policy Link

    Decide if you want to include a link to your Privacy Policy in the footer of review invitations.

    Time & delivery

    In Trustpilot Business, go to Settings > Invitation settings > Time & delivery.

    Schedule Invitation Delivery

    Select the amount of time you’d like to pass between when a customer makes a purchase or uses your business.

    1. Choose the time gap after a customer's purchase or interaction with your business.
    2. For service review invitations, select the desired number of days, weeks, or months from the drop-down menu. You can even send an invitation immediately with 0 days!

    Choose invitation send time

    You can choose what time your invitations are sent to customers. Use the drop-down under Send invitations at this time of the day to select a certain time (all times are in UTC).

    You also have the option to send emails at an automatically optimized time. This time is calculated using past customer data to determine what time of day users have typically been most responsive to invitations. To use this function, select Optimize automatically from the drop-down.

    Invitation Frequency

    Decide how often invitations should be sent to customers with multiple purchases.

    • After each purchase: Select the Each customer should be invited to write a review after every purchase they make option.
    • After a specific number or days: Select the Only ask each customer to review 1 order every ___ day(s) option and enter a specific number of days until they receive the next invitation.
    • After a year: Select the Only ask each customer to review 1 order every 1 year option if you don't want to invite the customer again soon.

    Enable reminders

    Enable reminders to gently nudge customers who haven't left a review yet.

    1. If you’d like to send reminders to customers you’ve invited, but haven’t left a review yet, enable the checkbox under Invitation reminders.
    2. Use the drop-down to choose how many days or weeks you would like to pass between when the original invitation is sent and when the reminder is sent. The invitation reminder will be sent in the same language selected for your invitations landing page.
    3. Click Save changes.

    To successfully send a reminder, three things need to happen:

    • You must enable reminders before you create an invitation.
    • Reminders must be enabled when the invitation is scheduled to be sent.
    • The reviewer hasn't posted a review by clicking on the link in the original invitation.

    If you disable invitation reminders, queued reminders will be canceled and not sent.

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