Trustpilot

Quick links in this article:

In this article, we’ll explore the key features and use of TrustPilot in Gnatta. You’ll need to have your login credentials for your TrustPilot account to hand in order to complete setup.

About Trustpilot

Once TrustPilot is connected in Gnatta, we’ll collect each new review (including the star-rating and any tags or order numbers submitted with it) and surface them as a new interaction. You can then reply to the review directly in Gnatta.

If the customer edits their review, that’ll be surfaced again in Gnatta as part of the same interaction - opening the door to critical business insights on review turnaround rates. Key features on this channel include:

• Collecting new reviews

• Collecting review edits

• Posting replies to reviews

Open

Reviews and updated reviews are stored in the same interaction

Getting started

To add a TrustPilot account, navigate to Configuration > Advanced > Accounts > Trustpilot > + Add. You’ll need your login credentials for the TrustPilot account you’re connecting.

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Add a Trustpilot account via the Advanced menu

Connect to a team

Once you’ve added your account, it’s important to map a team to it by switching to the Teams tab. It’s critical you select a Team, because this is how Gnatta determines:

• Who is allowed to respond - for security purposes, only users who are in a team mapped to the account can respond to those interactions, regardless of whether they’re assigned on their radar.

• What availability there is - based on the opening hours schedule of the team(s) associated to the account. If an interaction is received after hours, you can create workflows to handle it differently

After adding your account

Once your account has been added, you’ll need to create the relevant queue(s) and hook up your automatic routing flows. You can route all of your TrustPilot reviews into a single TrustPilot queue, or if you have lots of reviews to manage you could consider splitting reviews based on the star-rating - so that you can apply a higher priority or even a different team to your 1 and 2-star reviews.

More on next steps here:

The agent experience

Reviews from TrustPilot will be surfaced in Gnatta like any other interaction, with the addition of the star-rating. By clicking the ‘eye’ icon on the review, the agent will be able to view it on the TrustPilot website.