How to use Automatic Feedback Service without a BCC field

Want to use Automatic Feedback Service (AFS), but your system doesn’t have a BCC field in its email templates? That’s no problem. Read on to find out how to use it even without one.

We designed AFS as a universal tool that would allow all our users to be able to send automatic invitations, no matter what operating system is being used. Because there are so many platforms out there, it can be a bit tricky to create a straightforward, one-size-fits-all method.

This is how AFS works: You send an email to your customer after they’ve had an interaction with your business. If you include Trustpilot as a BCC on this email, it then serves as a trigger email that activates AFS and notifies us that we should send this customer a review invitation.

Unfortunately, not all platforms have a BCC field readily available in their email templates. If that’s the case for you, the go-to workaround is to send a separate trigger email directly to your unique Trustpilot email address. Here’s how to get started:

Choose your trigger email

The first thing you need to do is decide what email you’d like to serve as your trigger email.

The structured data snippet is very flexible, and can be added at various touchpoints of your customer’s journey. We usually recommend adding it somewhere in the HTML of your order or delivery confirmations.

However, the snippet will also work if you add it to the HTML of any transactional email, or as plain text in the body of an email. This can be useful for certain email clients that don’t allow you to edit the HTML or if the email client doesn’t allow for <script> tags.

Add your dynamic structured data snippet to your trigger email

Once you’ve decided on your trigger email, you’ll need to add the structured data snippet to that email’s template.

Here’s a quick example of what a basic snippet would look like:

<script type="application/json+trustpilot">
{
"recipientName": "Dynamic placeholder",
"recipientEmail": "Dynamic placeholder",
"referenceId": "Dynamic placeholder",
}
</script>

It’s very important to note that this snippet must be implemented with the dynamic placeholders used by your specific platform. These placeholders vary from platform to platform, so be sure to find the right ones for your system and replace the examples above with the relevant information.

To ensure the snippet loads correctly, do not modify its format - All the commas, quotations marks, and colons are necessary.

Set up a trigger email for Trustpilot

Next, you’ll need to make sure that the trigger email is being sent to Trustpilot, so that we’ll receive a notification to send a review invitation.

  1. In Trustpilot Business, copy your unique Trustpilot email address. You can find it here.
  2. Within the settings of your CRM or ecommerce platform, find the section where you can create trigger/notification emails. Some systems call this section notifications, actions, etc.
  3. Create a new trigger/notification email dedicated to Trustpilot - for example, after a confirmation of delivery. Add your dynamic structured data snippet in the HTML body of the email.
  4. The settings of this trigger email will have a To: field. This is where you’ll paste the unique Trustpilot email address you copied in Step 1. Please ensure that only Trustpilot receives this trigger email.

You've now created an automated event. When completed, a trigger with the information pulled from the structured data snippet will be sent to Trustpilot. This notifies us to generate an invitation, which we’ll send to your customer at an automatically optimized time.

Partner guides

You can also take a look at these guides on how to use AFS for certain Trustpilot partner integrations. The guides are not official Trustpilot support documentation, so we can’t claim responsibility for their content or provide technical support, but they can be useful for finding out more information about specific platforms and how they interact with Trustpilot AFS.

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