Overview
By connecting Yotpo Reviews with Attentive, you can automatically send review requests via SMS or email when a customer’s order is fulfilled or delivered. This process uses unique review links for each order, helping to ensure they are directed to the correct review form without any manual link management.
How it works
When a customer reaches a specific milestone in their order process, Yotpo sends an event to Attentive. You can use these events as triggers to start a journey:
- Review Request Eligible (On Fulfillment): Triggered when an order is marked as fulfilled.
- Review Request Eligible (On Delivery): Triggered when an order is confirmed as delivered.
The integration automatically passes a unique review link and product information for that order into Attentive. You can then use a specific macro (shortcut code) to insert that link into your message templates.
Setting up a review request journey
Follow these steps to build a review request automation in Attentive:
1. Create the Journey
- In your Attentive account, go to Journeys and click Create Journey.
- Select Start from scratch.
- For the trigger, search for and select either:
- Review Request Eligible: On Delivery (Recommended)
- Review Request Eligible: On Fulfillment
2. Add a wait step
- To ensure customers receive their product before receiving the review request, be sure to add a wait step
- Review Request Eligible: On Delivery (Recommended) - consider a 5 day delay
- Review Request Eligible: On Fulfillment - consider a 14 day delay
3. Add your messages
- Drag an Email or SMS step into your journey.
- Open the message editor to draft your content.
- To insert the customer's personal review link, add the following macros: {{triggerEvent.product.name}} and {{triggerEvent.reviewRequestlink}} (or select it from the dynamic link menu in the Attentive editor).
Note: For email messages, {{triggerEvent.product.imageUrl}} can also be used to add the product image.
- Save your message.
4. Activate the journey
Review your journey settings and click Activate. The system will now begin sending requests automatically as customers become eligible.
Best Practices for Review Journeys
To maximize your review collection without overwhelming your customers, we recommend following these strategic guidelines when building your journeys.
Timing and Channels
- Add a wait step: Always add a time delay before sending the review request message (based on whether you're using fulfillment or delivery). This ensures the customer has the product in their hands before being asked for feedback.
- Follow up with SMS: Use a "Branching" step to check if the customer has submitted a review. If they haven’t after 2–3 days, send a polite follow-up via SMS to capture their attention.
- Add product details: Use the product metadata sent by Yotpo to include the product name in your message. For example: "How are you liking your {{triggerEvent.product.name}}? Leave a review here: {{triggerEvent.reviewRequestlink}}"
Advanced Journey Branching
Advanced branching allows you to create a "choose your own adventure" path for your customers based on their specific behavior with Yotpo reviews.
1. The "Initial Check": Segmenting by Partial Engagement
Once the initial wait period and first text message have passed, you want to see if they’ve taken the bait.
- Add a Branch Rule: Drag the Branch icon into your workflow after the first "Wait" period.
- Set the Condition: Select the attribute "Review status of: Reviewed some products."
- Path A (The "Yes" Branch): * Action: Send a Personalized Thank You.
- Content: "Thanks for your recent order! We’d love your feedback on the other items in your order."
- Goal: Acknowledges their effort while gently nudging them to finish the set.
- Path B (The "Else" Branch):
- Action: This leads to your Final Check logic. This customer hasn't interacted yet.
2. The "Final Check": Closing the Loop
Before you send a final "last chance" reminder, you must ensure you aren't asking for reviews that have already been submitted.
- Add a Nested Branch: Under the "Else" path of your first branch, add another Branch rule.
- Set the Condition: Select "Review status of: Reviewed all products."
- Path A (The "Yes" Branch): * Action: Connect this directly to End Journey.
- Logic: If they have reviewed everything, any further messaging is spam. Silent exit is the best customer experience.
- Path B (The "Else" Branch):
- Action: Send a Final Reminder.
- Content: "Don't forget! We'd love your feedback on your recent order of [Product Name]."
- Logic: This path is only reached by customers who have reviewed nothing or still have items outstanding after the first nudge.
Key Distinctions
| Aspect | Reviewed Some Products | Reviewed All Products |
| Condition Check | Has customer reviewed at least 1 product? | Has customer reviewed every product in order? |
| Yes Path Action | Ask for reviews on other products | End flow (all reviews complete) |
| No/Else Path Action | Send initial reminder for first/all products | Send one more follow-up or reminder |
| Best Use Case | Early in workflow to segment engaged vs. non-engaged customers | Final check before ending flow to ensure completion |
Handling Different Order Types
- Multi-Product Orders: This is where branching is most effective. If a customer buys three items but only reviews one, your "Yes" path can specifically say: "Thanks for your feedback! What did you think of the other items in your order?" You can use product macros to reference the remaining items by name.
- Single Product Orders: For orders with only one item, the logic is simpler. Once the customer reviews that single product, they will satisfy the Reviewed all products condition, and the journey will conclude automatically.
Why use this feature?
- Better timing: Sending requests exactly when a product arrives leads to higher response rates.
- Centralized communication: Manage all your post-purchase SMS and email communication within Attentive rather than split across multiple platforms.
- Reduced manual work: Unique links are handled automatically by the system, removing the need to manually generate or troubleshoot links for customers.