How to Reply to a Trustpilot Review
Once your tenant’s Trustpilot connection is active, an incoming Trustpilot review shows up in Atender as an ordinary conversation on the trustpilot channel. You reply to it the same way you’d reply on any other channel — from the composer — and Atender delivers your reply to Trustpilot as the business’s official company reply on that review.
Trustpilot itself enforces a hard limit: a review can only ever have one company reply. This article covers writing that reply, what happens if you need to change it, and the notices Atender shows you when a reply isn’t currently possible.
Where a Trustpilot review shows up
A review arrives as a conversation on the trustpilot channel, just like an email or chat conversation arrives on its own channel. You’ll recognize it by the Trustpilot channel badge and icon in the conversation list and header. The conversation contains the review’s content; there’s nothing special you need to configure to see it — if reviews are syncing for your tenant, they land in your queues like any other conversation.
Writing and sending a reply
- Open the Trustpilot review conversation.
- Type your reply in the composer, exactly as you would for any other channel.
- Send it.
Atender delivers the reply to Trustpilot as the tenant’s configured reply author. If delivery succeeds, the reply is attached to the review on Trustpilot and the conversation reflects the sent message.
The one-reply-per-review rule
Trustpilot allows exactly one company reply per review — not one per agent, one per attempt. Once a reply has been sent and accepted by Trustpilot, that review is done: a second attempt to reply from Atender is refused before it ever reaches Trustpilot.
If you open a review that already carries a company reply, the composer shows a notice above the message field telling you the review has already been answered, and the send action is blocked. This is expected — it isn’t an error, it’s the same limit Trustpilot enforces on its own site.
Deleting a reply to write a new one
If the existing company reply needs to change — wrong wording, wrong agent, anything — you can delete it from the conversation and write a fresh one. Deleting the reply:
- Removes the company reply from the review on Trustpilot.
- Clears Atender’s local record of that reply.
- Adds a system message to the conversation noting the reply was deleted.
- Reopens the composer so you can write and send a new reply, since the one-reply limit only blocks a second reply while one still exists.
Because delete-and-rewrite is a real action against Trustpilot (not just a local undo), it’s rate-limited per tenant — don’t expect to be able to delete replies in rapid succession across many conversations at once.
Notices you might see above the composer
Before you can send, Atender checks the state of the review and the connection. Depending on what it finds, the composer shows one of the following notices instead of letting you send:
- The review already has a company reply. Someone (possibly you, in an earlier session) already replied. Delete the existing reply first if it needs to change.
- The review was deleted. The review no longer exists on Trustpilot — there’s nothing to reply to, and the send is blocked.
- The Trustpilot connection needs to be reconnected. Trustpilot rejected the credentials being used to deliver replies. The notice links to Settings → Trustpilot, where an admin needs to reconnect the integration before replies can go out again.
These notices reflect the same checks the server makes when a reply is actually sent — the composer is just telling you up front so you don’t type a reply that would be refused.
If a reply is refused after sending
Occasionally the state of a review changes between when the composer last checked and when you hit send — for example, another agent replies to the same review a moment before you do, or the review is deleted out from under the conversation. In that case the message is marked failed with the specific reason (already answered, review deleted, or connection needs re-auth), and the notice for that reason then appears above the composer so you know why, without leaving a reply stuck retrying indefinitely.