How to Set Up Trustpilot Review Conversations

Trustpilot Reviews is a separate capability from the Trustpilot invitation integration. Instead of sending review invitations by email, it receives reviews left on a connected Trustpilot Business Unit and turns each one into a conversation on a dedicated Trustpilot channel in your inbox — where agents can read, discuss internally, and reply, with the reply posted back to Trustpilot as the business’s public response.

Everything for this capability lives in Settings → Trustpilot, on the Review inbox and API connection tabs — alongside Review invitations and Invitation log, which belong to the separate invitation integration.

Before you start

You’ll need, from your Trustpilot Business account:

• The Business Unit ID for the unit whose reviews you want in Atender
• An API key and API secret issued for that business unit

Atender uses the key and secret to request an access token from Trustpilot on your behalf (a client-credentials style exchange); it does not use your Trustpilot login.

Step 1: Find the two Reviews tabs

Go to Settings → Trustpilot. The page has four tabs: Review invitations, Review inbox, API connection and Invitation log. The first and last belong to the invitation integration; this article uses the middle two.

• API connection — API connection — Business unit ID, API key, API secret, plus Connect and Test connection
• API connection — Webhook — The per-tenant URL to register in Trustpilot Business, and a one-time webhook secret
• Review inbox — Answer reviews in Atender — Turns the Trustpilot reviews channel on or off
• Review inbox — Reply author — The business user your replies are posted as
• Review inbox — Sync — When Trustpilot was last checked (the connection’s own state lives on the API connection card)

Credentials go on API connection; how reviews behave once they arrive is on Review inbox.

Step 2: Enter your connection details

On the API connection tab, in the API connection card, fill in:

• Business Unit ID — the Trustpilot business unit reviews will be pulled from
• API key / API secret — issued by Trustpilot for that business unit

Then, on the Review inbox tab, set the Reply author — the business user Trustpilot will show as the author of any reply Atender posts on your behalf.

Entering a new API key resets the existing connection, since Trustpilot treats a new key as a new credential pair.

Step 3: Connect and test

Click Connect. Atender requests a fresh access token with the credentials you entered and, if that succeeds, reads a single review from the business unit to confirm access. A successful connect also arms a 30-day backfill window, so reviews left in the last 30 days are eligible to be pulled in once polling or the webhook starts running.

Use Test connection at any point afterward to re-verify the credentials without re-running the backfill logic.

If the credentials are invalid or later expire, the status badge on the API connection card changes from Connected to Needs reconnect (or Error, with the last error underneath) rather than failing silently. The Sync card on Review inbox only tells you when Trustpilot was last checked.

Step 4: Turn the channel on

On the Review inbox tab, use the Answer reviews in Atender card to enable the Trustpilot reviews channel. Turning it on (like a fresh Connect) immediately runs one poll cycle rather than waiting for the next scheduled one, so you don’t have to sit around for reviews to show up.

Save the page. The business unit ID and reply author are carried by the page-level Save; the key, secret, and webhook secret are managed through the Connect/Test/webhook actions in their own cards.

Step 5: Register the webhook

The Webhook card on the API connection tab shows the URL for this tenant. Register that URL in your Trustpilot Business account as the destination for review webhook events. When you set the webhook up, Atender generates a webhook secret — it’s shown to you once, at creation time, so copy it somewhere safe; Atender doesn’t display it again afterward.

Every incoming webhook call is verified with that secret before it’s acted on. Note what that does not look like from Trustpilot’s side: Atender acknowledges the delivery with a 200 first and verifies afterwards, so a call carrying a stale signature — or arriving when no secret is stored — is dropped after the acknowledgement. Trustpilot sees a success and does not retry, and the only trace is in Atender’s logs. If reviews stop arriving by webhook, re-register it and take a fresh secret rather than waiting for a delivery error.

If your Trustpilot plan or business unit doesn’t support registering a webhook, don’t worry — reviews still arrive through polling (see below), just with more latency.

Polling as a fallback

Whether or not the webhook is set up, Atender also polls the business unit for new reviews on a 15-minute cycle, looking back a few days past the last cursor position to catch anything the webhook missed. This means:

• If the webhook is working, reviews normally show up within moments of being left.
• If the webhook isn’t set up (or briefly fails), the same review still arrives within the next poll cycle.

You can also trigger an on-demand poll rather than waiting for the schedule — useful right after connecting, or if you want to confirm sync is working without touching settings again.

What happens in the inbox

Once the channel is on and reviews start flowing in, here’s what agents see:

• A new review becomes a new conversation on the Trustpilot channel, with the review text delivered as the first inbound message and a contact created for the reviewer.
• A revised review (the reviewer edited their review) doesn’t create a new conversation. Instead, the existing conversation gets a system update showing the new star rating, title, and text, and the conversation re-opens into your pending queue if it had been resolved.
• A deleted review appends a system event to the conversation and archives it — no further action is expected from an agent.
• If Atender sees the exact same review content again (for example, both the webhook and a poll cycle picked up the same event), nothing changes — it’s treated as a no-op rather than a duplicate update.

Each review conversation is tied to its Trustpilot review, so revisions and deletions always land on the same conversation rather than creating a new one.

Replying to a review

Agent replies sent from a Trustpilot review conversation are posted back to Trustpilot as the business’s public reply, attributed to the Reply author configured on the Review inbox tab. If the reviewer later edits or removes their review, that’s reflected back into the same conversation as described above — you don’t need to go looking for a new one.

Disconnecting

Turning the reviews connection off from the API connection card disables the channel and drops the stored access tokens. Existing Trustpilot conversations in your inbox are left as-is; only future review sync is stopped.