When using the Automatic Feedback Service or Invite Customers module, you will need to set up your Sender Information. This will ensure that your invitation emails are sent successfully to your customers’ inboxes and not to their junk mail.
The Sender Name is what most email clients display in the recipient’s inbox as the person or company sending the email. We recommend that you use your company’s name.
The Reply-to Email is the email address you want your recipients to use when replying to your invitation (e.g.
firstname.lastname@example.org). You should use an email address that you or someone else in your company checks regularly. By default, we use your login email as the Reply-to Email, but you can set up another Reply-to Email by clicking Add another Reply-to Email.
Different domain names
If your reply-to and sender emails have different domain addresses than your Trustpilot profile, it is possible to add additional allowed sender domains. This is something that needs to be set up by a Support agent, so if this is the case for you, it's best to get in touch with a member of our Support Team.
You have two options when choosing your sender email:
1. Send from Trustpilot’s default sender email: email@example.com
We recommend using Trustpilot’s default sender email to ensure that your invitations will make it into your customers’ inboxes. We cannot guarantee strong delivery rates if you choose to use another email.
2. Send from your own email domain
If you choose to use your own domain for the sender email, Trustpilot will send out the invitation on behalf of your email address. In order to ensure the invitation will be delivered successfully, you need to add the phrase include:trustpilotservice.com to your SPF record. This will allow Trustpilot to send emails on behalf of your domain.
An SPF record acts as a gatekeeper and it shows the recipient's mail server which third party domains are allowed to send emails on behalf of your domain.
If you do not have an SPF record on your mail server, your invitations might end up in the recipients' junk mail folder. If you have an SPF record on your mail server, but Trustpilot is not included in it, the invitation will not be sent. For more information on setting up your SPF record, please read this article.