Automatic Feedback Service - FAQ

This feature is included in the Free, Plus, Premium, Advanced, and Enterprise plans.

Have questions about Automatic Feedback Service? Browse this list of frequently asked questions to learn more about the tool and make the most out of your AFS experience.

Where should I add my unique Trustpilot email address for AFS?

In order for AFS to work properly, it’s important that you enter this address in the correct place. You must insert the address into the BCC field of the transactional email you're using as a trigger. If this isn’t an option in your email settings, you’ll have to use a structured data snippet.

Can I customize invitation emails sent using AFS?

If you use the basic setup, you have control over settings such as sender name, language, and invitation timing and frequency. If you want to take things to the next level, you can try adding a structured data snippet. The structured data snippet is a way for you to expand on how you use AFS and increase control over what you send in the review invitation to your customer. This requires some coding knowledge, so you might consider asking a developer for help.

How do I send personalized invitations with my customers' names and reference numbers?

As a default, AFS will automatically pull names and reference IDs from email subject lines to personalize invitations if they're not present in the structured data snippet.  Customer names will be pulled from the “To” field, while the reference number will be pulled from the subject line. You can read more here

Can I send invitations in different languages while using AFS?

Yes. You can send invitations to your customers in their local language by specifying the landing page and localized language in the structured data snippet. The default language is the one you select in your email settings, but you can change both the invitation language and the locale of the landing page that they're directed to.

What can I do to make sure I’ve set up AFS properly?

A simple way to check is by making a test order from your webshop. If everything has been set up properly, you should see a queued invitation email in your invitation status page. As long as the email hasn’t been sent yet, you can click on the invitation to edit details, such as delivery date and time, recipient name, or sender name. Change the send time to the current date, or any date in the past, to send the invitation immediately and preview how the email will look to customers.

Is it possible to cancel an invitation created using AFS?

You can’t cancel individual invitations, but you do have the ability to cancel all queued invitations from your invitation status page.

Can I postpone an invitation created using AFS?

Yes! Sometimes things get delayed and you might need to adjust an invitation’s delivery date. To do this, go to your invitation status page and find the invitation you want to reschedule.

Why was I contacted by Trustpilot about invitations being scheduled from an unknown email address?

This usually means that our system has detected that invitations are being scheduled from a new sender email address we don't recognize as being yours. If you recognize every sender email address on the list and that they belong to your organization, no further action is required. If not, please contact our Support Team so they can help you resolve the issue.

What is a Whitelist? Can I use it with AFS?

A whitelist is a list or register of entities (e.g. email addresses) that have been granted a particular privilege, service, access or recognition. If you’re using AFS to send invitations, you can create a whitelist of email addresses that specify the domains that trigger invites. This way, Trustpilot knows what emails are allowed to trigger invitations to your customers.

IP whitelisting is technically not possible with ANY Trustpilot service. The reason for this is that we use a cloud-based system, where IP addresses and ranges change dynamically all the time.

Previous Add a structured data snippet for AFS

Related articles