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How to set up the Feefo integration with CaptiFi
Follow the steps below to bring your Feefo reviews into the Review Inbox. What the inbox does with them (AI reply drafts, the reply links, the Replied and Dismissed filters) is covered on the Reviews page.
Time needed: about 5 minutes.
What this integration does
Your latest Feefo reviews are pulled into the Review Inbox from Feefo's public reviews feed, each with the customer's display name, stars, title and text and an AI-drafted reply. Feefo ratings are shown out of five. All CaptiFi needs is your merchant identifier, which is public.
Feefo is inbox only. Feefo takes invited reviews only and has no open review link, so there is no Feefo option under Happy guests review on, and review requests carry on sending happy guests to your other platforms.
Feefo is your own subscription; CaptiFi adds nothing to it.
Before you start
- A Feefo account with reviews on its public page
- A CaptiFi plan that includes review requests (Essentials or above; not on Lite)
Step 1: Copy your merchant identifier
Log in to the Feefo Hub, click Settings in the left menu, then Business details. Under Feefo account details, copy the merchant identifier with the copy icon beside it. It is also the last part of your public Feefo reviews page address, feefo.com/en-GB/reviews/your-merchant-identifier.
Step 2: Open the Feefo card
Log in to my.captifi.io and click Integrations in the left sidebar. Find the Feefo card and click Configure (it reads Manage once the card is connected).
Step 3: Pick the venue
Each venue has its own identifier and its own inbox, so choose the venue you are setting up.
Step 4: Enter the merchant identifier
Paste it into Feefo merchant identifier.
Step 5: Click Test connection
CaptiFi fetches one review under that identifier and reports whether Feefo returned it.
Step 6: Save and check the toggle
Click Save. CaptiFi pulls your latest reviews into the inbox straight away. The Enabled switch keeps the sync running; switch it off to pause it without losing the identifier.
Step 7: Check the inbox
Open the Inbox tab of Reviews and filter by Feefo. Click Draft AI reply on a review, copy the draft, then click Reply on Feefo: it opens the Feefo Hub, where you paste the draft and post it. CaptiFi never posts anything on your behalf.
Troubleshooting
Test connection fails: the identifier is wrong, or your public Feefo page has no reviews yet (the test needs one to fetch). Copy the identifier again from Business details in the Feefo Hub.
The inbox stays empty: the public page has no reviews yet, or the sync is paused. Check the Enabled switch on the card, then click Sync now on the Inbox tab.
The card shows a message under Last error: the last sync failed, and the message says why. Fix it, save, and sync again.
Why is there no Feefo button for guests? Feefo accepts invited reviews only, so there is no public link to send a guest to. Your happy guests go to your other platforms as before.