Trustpilot Integration

You can now use Dixa to answer your reviews that are left on Trustpilot!

Currently Dixa supports only Service Reviews for Trustpilot

Requirements

Please refer to your Trustpilot plan to confirm if you can use 3rd party partner integrations.

Data Consent

You have to enable Partner integrations at your Trustpilot account in order to use Dixa for Trustpilot.

You can do that by going to Settings -> Data Consent -> Partnership Permissions

Setup

To set up the integration with Trustpilot, please go to Settings -> Reviews.

Click "Create Review Domain" and fill out the fields.

• Identifying domain - your domain name from Trustpilot (e.x. dixa.com)
• Default Queue for incoming reviews - the queue that you want your reviews to be put in.
• Filter threshold - what is the threshold of review starts that you want to import (e.x. 3 stars - all reviews with star count ranging from 1 to 3 will be imported, while reviews with 4 to 5 will not be imported into Dixa)

After you create the new Review integration - you need to authorize yourself. Click the button "Start Authorization" and use your Trustpilot credentials to authenticate. 

If the user that you authorise your connection is deleted from Trustpilot - your integration will stop working!

Answering a new review

All new reviews come in as a new conversation and are placed in the queue that was defined in the integration settings. It is offered out to Agents or Teams that belong to that queue as in any other conversation and with the channel type "Chat".

The incoming conversation contains the following information:

• Review Title
• Review Body
• Domain that the review was left for
• Reference Number (optional)
• Reviewers Name
• Reviewer email address (if it was an invited review)

You can answer the review using Dixa and publish it to Trustpilot through our conversation window. You can always go in and update your response to the review - it will not create a new response in Trustpilot, just edit your old response to a review.

Answering an edited review

If a review is edited by the reviewer - an existing conversation will be re-opened - where agent will be able to see the newly updated review (both stars and the text of the review).

You can also edit your previous response to match the new context of an edited review.

Handling deleted reviews

If a review gets deleted by the reviewer - the conversation in Dixa will automatically be anonymized and closed. 

New / Updated Review Delay

All reviews come to Dixa with a certain delay - therefore the reviews will not appear in Dixa instantly as opposed to the Trustpilot application itself.