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Question

Automating replies to Trustpilot reviews via Slack and ChatGPT

J

Hey, hope everyone is well.

 

This is my first message and 2nd zap I am attempting; unfortunately i’m struggling a little so thought i’d give the community forums a go!

 

Basically, we have a premium trustpilot account and I have integrated slack with it. When a customer leaves us a trustpilot review, we get a message in slack showing the review; there is a little reply button whereby we can reply to the review on slack instead of having to log into the trustpilot platform.


Now, we would like to automatically reply to the trustpilot reviews. We have configured something similar for Google my business reviews although slack/trustpilot is being a bit more difficult!

 

On the trigger for the slack zap, we can find the channel but cannot find the message from trustpilot (or i’m not sure what the correct record is). Next, slack doesn’t have an action to automate pressing the reply button either?

 

We already have the open ai api key configured and prompts set up in the google review responder but i’m pulling my hair out with the trustpilot setup!

This approach may be completely the wrong way to go - i’m not too sure - so i’m also open to suggestions on how to set this up more efficiently.

 

Thanks in advance!
Carl.

Did this topic help you find an answer to your question?

3 replies

SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7472 replies
  • January 21, 2025

Hi ​@JDMZap, welcome to the Community! 😁🎉

You’re right, there isn’t a specific action available for automating the pressing of a button in Slack—might be worth reaching out to our Support team to put in a feature request for that type of action to be added. There is an API Request action but I don’t think Slack’s API has an endpoint that would allow the Zap to “press” the button that’s generated by the Trustpilot Slack integration. 🤔

Would the reply button automatically appear in Slack for any a new message in a thread is posted by a Zap? If so, you could potentially have a Zap automatically generate the reply and post it into the thread. Although there would still be a manual task for someone to click the reply button that then posts the reply. 

Alternatively, you might need to bypass Slack and have the Zap post the reply directly in Trustpilot. There isn’t a “Post reply” or “Reply to Review” type of action available for Trustpilot but we’ve got a feature request open for that so I’ve added your vote for it. While I can’t guarantee if or when it will be added, we’ll be sure to notify you via email if it becomes available! In the meantime, you’d have the Zap trigger when a new review is posted, generate a reply and use a Webhooks by Zapier action to post the reply directly in Trustpilot. It looks like Trustpilot have a Create Comment endpoint which you could use to reply to a review. It’s a more advanced type of action though so I’d recommend checking out our Send webhooks in Zaps guide for details.

Do you think either of those approaches could work? 

Looking forward to hearing from you!

J
  • JDMZapBeginner
  • Author
  • Beginner
  • 1 reply
  • January 21, 2025

Hi Sam,

 

Thanks for your reply!

 

I haven’t used slack prior to this experience so I wouldn’t know if reply buttons we’re generated for any new messages in a thread. I have just 1 user in the account aswell as the trustpilot app / integration.

 

Bypassing slack would be the best approach in my opinion as really it is an unnecessary step.

 

Zap already have a trustpilot action to ‘create invite’ but that is all? There is no trustpilot triggers at all or actions to reply to reviews so this feature would definitely be beneficial.

 

However, trustpilot do have a connect add-on module (which is an additional subscription) whereby we would have access to an API key; I presume this would fit our needs?

 

Kind regards,
Carl.

SamB
Community Manager
Forum|alt.badge.img+11
  • SamBCommunity Manager
  • Community Manager
  • 7472 replies
  • January 22, 2025

You’re welcome ​@JDMZap! 😊

Ah, yes looking at Trustpilot’s pricing page is seems that API access (which you would need for the Webhooks action) is only available if you buy that Connect add-on. I don’t know how long it would be before a “post reply” type of action would be added but might be worth giving it a try in the meantime? Might also be worth reaching out to them directly to ask if they’d allow you to trial the add-on while you test out the webhook approach before paying for the add-on. 

If you do go down that route please keep us updated on how you get on!

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