How It Works
Trustpilot only lets outside tools invite reviewers through its API on its most expensive plans. Every plan, including Free, includes Automatic Feedback Service (AFS) instead: Trustpilot gives you a private email address, and when that address is told about a customer, Trustpilot emails the customer a verified review invitation itself.
Once you add that address to Dinopix, any review request routed to Trustpilot goes to Trustpilot rather than to your customer. The customer receives Trustpilot's own invitation, not an email from us, and the review is marked as verified on your profile.
Step 1: Get Your Address From Trustpilot
- In Trustpilot Business, open Set up automated invitations
- Choose Customized set-up, then email. Do not choose Quick set-up, even though Trustpilot marks it Recommended: it fixes a 7-day delay, which would be added on top of the delay you set in Dinopix
- Keep the default template, or pick another service-review template
- Under Change timing, choose Immediately
- Leave how often on Invite each customer after every purchase or experience. Dinopix already stops anyone being asked more than once every 14 days, and a second limit in Trustpilot would drop invitations after we had counted them as sent
- Copy the address it gives you. It looks like
yourdomain.com+abc123@invite.trustpilot.com
Step 2: Add It to Dinopix
- Go to Customers > CRM Settings > Reviews & NPS
- Under Trustpilot invitations, paste the address and choose Save address
- Under Review routing, make sure Trustpilot can actually be picked (see below)
Dinopix only accepts addresses ending in trustpilot.com. This email carries your customer's name and email address, so a typo cannot be allowed to send it somewhere else.
Making Sure Requests Reach Trustpilot
Saving the address does not by itself send anything to Trustpilot. Review routing decides where each request goes:
- Single primary link: every request goes to your primary review link. If you have one, say Google, Trustpilot is never used, and the settings page tells you so
- Focus one platform, then switch: put Trustpilot first to send every request there until you reach your target, then move on
- Alternate across platforms: requests rotate between Trustpilot and your other platforms
With no other review links at all, every request goes to Trustpilot.
The Monthly Limit
Each Trustpilot plan allows a set number of invitations a month (50 on Free). Past that, Trustpilot drops invitations without telling anyone, so Dinopix counts them and stops at your limit. The settings page shows how many you have used this month. If you are on a paid Trustpilot plan, raise the limit to match it. The count resets on the 1st of each month (UTC).
Timing
Dinopix passes the request to Trustpilot as soon as your own delay is up. On Trustpilot's free plan, Optimise timing automatically is always on, so Trustpilot may hold the invitation for a few hours before sending it. An invitation that has not arrived straight away has usually not failed.
Our emails to Trustpilot come from support@dinopix.com.au. If Trustpilot asks you to confirm a new sender, that is us.
No Selective Invitations
Trustpilot's guidelines forbid selective invitations: choosing who to invite based on whether you expect a good review. Dinopix never does this. Review requests go to every customer after delivery, whatever they think of you, and an NPS survey score never decides who is invited.
Keep the Address Private
Anyone who has your AFS address can send invitations from your Trustpilot account and use up your monthly allowance. Dinopix shows it partly hidden once saved. If it leaks, generate a new one in Trustpilot and paste it in with Change.
Receiving Trustpilot Reviews
This article covers asking for reviews. Getting Trustpilot reviews into your Dinopix inbox is a separate setup, done by forwarding Trustpilot's notification emails. See Connecting Trustpilot.