The Trustpilot Integration

The Trustpilot integration emails a customer a review invitation once their conversation is archived. There’s no Trustpilot API key to generate and no OAuth app to install — the integration works by sending a specially-formatted email to your tenant’s unique Trustpilot Automatic Feedback Service (AFS) address. Trustpilot receives that email, reads a structured snippet embedded in it, and sends the actual review invitation to your customer on your behalf.

Everything is configured per tenant from Settings → Trustpilot.

How it actually works

AFS is Trustpilot’s email-in mechanism: you send a plain email to an address Trustpilot gives you, with a JSON snippet identifying who the invitation is for, and Trustpilot takes it from there. Atender generates that snippet for you — recipient, a unique referenceId (so Trustpilot doesn’t send the same customer two invitations for the same event), and a locale — and sends it from your configured email channel to the AFS address you’ve entered in settings.

Because the integration only ever sends an email, there’s nothing to authenticate against Trustpilot beyond having the correct AFS address for your Trustpilot business account.

The two tabs

• Settings — Your AFS address, which email channel sends the invitation, when invitations trigger, who owns the timing delay, and the locale used in the invitation
• Invitations — The ledger of invitations that have been queued, sent, retried, or voided for this tenant

The AFS address is encrypted at rest and comes back masked in API responses — once saved, you won’t see it in full again in the UI, only that it’s configured.

The sender is not a separate credential: it’s one of your existing email channels, resolved the same way any other outbound email in Atender resolves its sender.

Trigger modes

An invitation can be queued in one of two ways:

• On archive — every conversation that gets archived automatically queues an invitation. This is the simplest setup: turn it on, pick your defaults, and every archived conversation gets a review request.
• Via automations — invitations are only queued when an automation rule with the Send Trustpilot invitation action fires. This gives you conditional control — only invite customers whose conversation matched certain criteria (a particular team, tag, CSAT score, and so on) rather than everyone.

Either way, the underlying condition is the same: a conversation must actually be archived, not just resolved or closed. A conversation that’s resolved but still open does not trigger an invitation.

Who owns the timing

Review invitations don’t have to go out the instant a conversation is archived. You choose who owns the delay:

• Trustpilot — Atender queues the invitation immediately after archive and lets Trustpilot’s own send-timing rules decide when the customer actually receives it.
• Atender — you set a delay (in days, weeks, or months) and Atender holds the invitation until that delay has elapsed before sending the AFS email at all.

Choosing an Atender-owned delay is useful when you want the review request to land a few days after a resolution, once the customer has had time to experience the fix, rather than the moment the conversation closes.

Locale

The invitation email needs a locale for Trustpilot to localize its follow-up correctly. You can either:

• fix a single locale for every invitation this tenant sends, or
• let Atender pick it up automatically from the conversation’s detected customer language, with a fallback locale for conversations where no language was detected.

The invitation lifecycle

Every queued invitation is a row in the Trustpilot invitations ledger, and the ledger is what the Invitations tab shows you. A few things happen automatically underneath:

• Idempotency — a conversation can’t produce two live invitations for the same event; a partial-unique index enforces this at the database level.
• Reopen voids pending invitations — if a conversation is reopened while it still has a pending (not-yet-sent) invitation, and that invitation was created while the conversation was resolved, the pending invitation is voided rather than sent. Once a conversation is reopened, it’s no longer in the state that earned it a review request.
• Delivery — a scheduler runs continuously, picking up invitations that have come due (respecting whichever timing owner you chose) and sending the AFS email.
• Retries — a failed send is retried automatically, up to five attempts, before it’s marked failed.
• Pruning — invitations that end up skipped, voided, or failed are kept for 90 days for troubleshooting, then cleaned up automatically. Successfully sent invitations are not pruned.

The automation action

When trigger mode is set to via automations, invitations are queued exclusively through the Send Trustpilot invitation action inside the automation rule builder. This lets you attach the invitation to whatever conditions your automation already evaluates — team, tags, CSAT, anything else the rule engine supports — instead of firing for every archived conversation. The action itself doesn’t carry its own timing or locale settings; it queues an invitation that then follows whatever trigger timing and locale you’ve configured on the Trustpilot Settings tab.

For the exact steps to fill in the AFS address, pick a sender, and choose a trigger mode, see How to configure the Trustpilot integration.