Create review invitations

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

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. 
2. Click More and Select Change template from the drop-down. This will open a sidebar.

3. Select a language (optional) and one of the following templates:

   • For non-purchase experiences
   • For purchase experiences (Best in test)
   • Optimized for product reviews

Click Select to confirm. 

4. Click Edit to create a copy of the template. Update the Name field and click Save.

You can access your custom templates by clicking More and selecting Change template. Look for them under Your templates.

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 adjustments. You can edit the Email subject and the Content of the email. To personalize it, you can use placeholders - click on the one you’d like to use to copy it, then paste it into the content of the email. Once you're satisfied, click Save.
2. A dialog box will appear. If you want to make this template the default, just check the box. Click Save to confirm.

Placeholders

A placeholder is a piece of text that our invitation system replaces with a corresponding piece of data. You can use the following placeholders in the body of your invitation emails, as well as in subject lines. Be sure to use them exactly as they're shown here, otherwise they won't work correctly.

Placeholder	Description	Service reviews template	Product reviews template
[Name]	The customer's name. Displays 'customer' if there is no name.	✓	✓
[CompanyIdentifier]	Displays the name of your business or your domain	✓	✓
[Link]	The service review link URL	✓
[Stars]	The Trustpilot service review star rating element	✓
[Products]	Populates a block with the picture, name and a review button for all the products in the order		✓
[DomainName]	The business's domain name	✓	✓
[Order]	The order reference	✓	✓
[LegalNotice]	The legal notice in the footer of your invitations. This complies with international anti-spam laws.	✓	✓

Legal notice and unsubscribe

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 removed.

If you have a custom template with an unsubscribe link placeholder, you'll need to be remove it before you can save or use the template for invitations.

Learn how to set up your legal notice here.

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. A dialog box will appear. Click Save to confirm.

Template size

For optimized performance, your template should be below 100KB. Templates that are too big create a risk of invitations getting marked as spam or not being displayed properly. To reduce the size, you can:

• Simplify your design. It usually helps to use less images or ones that can be compressed into a smaller size.
• Use the right formats for your media - use JPEG for photos, GIF for graphics and PNG for alpha channels.
• Keep your code clean and simple.

If the size is larger than 100KB, you’ll still be able to save the template, as long as it’s smaller than 2MB. However, we highly recommend keeping it below.

Customize your reminder template

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 template.
3. Click Edit to make your changes to the template. Once you're satisfied, click Save.
4. A dialog box will appear. Click Save 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.

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.

We’ve made it easy for you to configure your settings by answering some simple questions.

When should we send a service review invitation?

You can decide when to send a service review invitation, either after a customer makes a purchase or has a service experience. You can delay the invitation by a specific number of days, weeks, or months. For example, if the purchase happens today and you set a 7-day delay, the review invitation will be sent one week later.

When should we send a product review invitation?

For product reviews, you have two options when it comes to sending them:

• Send together with the service review Invitation: The product review invitation is sent at the same time as the service review invitation.
• Send as a separate invitation: You can delay the product review invitation to be with a specific delay of days, weeks, or months. For example, you might want to send the product review invitation 2 weeks after the service review invitation.

The product review invitation option is always enabled. However, if you haven’t uploaded a product catalog, product reviews will be automatically excluded and your customers will only receive service review invitations.

When would you prefer to send review invitations?

his feature is included in the Premium, Advanced, and Enterprise plans.

You have control over what time of day review invitations are sent to customers. Two options are available:

• Optimize timing automatically: This option is calculated using Trustpilot’s past customer data to determine the optimal time to send the invitation based on when customers have been most responsive to invitations.
• Choose a preferred time: Set a specific time for the invitations to be sent from the drop-down menu. For example, you can choose to send invitations at 08:00 UTC.

How often should review invitations be sent?

You can decide how frequently customers receive invitations by selecting one of the following:

• Invite each customer after every purchase or experience: Customers will receive a review invitation each time they make a purchase or have a service experience.
• Set a maximum frequency: Limit how often a customer receives an invitation either days, weeks, or months. For example, you can set it so that a repeat customer is only invited once every 10 days.

Should we send reminders for review invitations?

To increase response rates, you can send reminders to customers who haven’t left a review. 

Check the box next to Send a reminder after the initial invitation, if no review is left. Here, you can set a specific delay of days or weeks. For example, you can choose to send a reminder 1 week after the initial invitation, if the customer hasn’t left a review.

You can preview the reminder email by clicking Preview reminder email or edit it by going to Get review > Email Templates.

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, all queued invitation reminders will be cancelled and won't be sent. 

 

After choosing your preferred invitation time and delivery settings, be sure to click Save changes to apply them.