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How to set up the Trustpilot integration with CaptiFi
Follow the steps below to send guests who rate their visit highly to Trustpilot and to bring your Trustpilot reviews into the Review Inbox. How the requests themselves behave (the delay, the star rule, text messages, the 90-day rule and what you receive) is covered on the Reviews page.
Time needed: about 5 minutes.
What this integration does
Trustpilot works both ways. A rating at or above your Minimum stars for a public review sends the guest to your Trustpilot review page, on its own or as one button on the choice page. CaptiFi builds that link from your website domain, so there is nothing to copy from Trustpilot. Your latest Trustpilot reviews also land in the Review Inbox, read through Trustpilot's public business API, each with an AI-drafted reply. CaptiFi holds the API access, so there is no key for you to find.
There is nothing to pay. A Trustpilot business profile is free, and the reviews CaptiFi reads are the public ones on it.
Before you start
- A Trustpilot business profile for your venue, listed under your website domain (your profile's address is
trustpilot.com/review/yourdomain.com) - A CaptiFi plan that includes review requests (Essentials or above; not on Lite)
- Review requests set up for the venue, with a splash page that collects an email address. The Google Reviews setup guide covers that
Step 1: Open the Trustpilot Reviews card
Log in to my.captifi.io and click Integrations in the left sidebar. Find the Trustpilot Reviews card and click Configure (it reads Manage once the card is connected).
Step 2: Pick the venue
Each venue has its own domain, its own review link and its own inbox, so choose the venue you are setting up.
Step 3: Enter your website domain
In Trustpilot domain, type the domain your Trustpilot profile is listed under, for example theanchorpub.co.uk. Enter it exactly as it appears in your profile's address on Trustpilot, without https:// and without anything after the domain.
Step 4: Save
Click Save. CaptiFi builds your review link and shows it read-only in Trustpilot review URL, for example https://uk.trustpilot.com/evaluate/theanchorpub.co.uk, then looks your profile up on Trustpilot and pulls your latest reviews into the inbox straight away.
The Reviews sync line on the card reads on when CaptiFi can read Trustpilot reviews, or not available when it cannot at the moment. The review link works either way.
Step 5: Choose where happy guests go
Under Happy guests review on, pick Trustpilot only, or Let the guest choose to show a button for every platform you have set up. This is the same setting shown on your other review cards and on the Review requests tab; there is one per venue.
The Enabled switch on this card is the venue's review requests switch, the same one as on the Google Reviews card, so leave it on.
Step 6: Send yourself a test
Open Reviews in the sidebar, go to the Review requests tab and click Send test email. Rate 4 or 5 stars and confirm you land on your Trustpilot review page. Trustpilot asks the reviewer to sign in or create a free account before the review is posted.
Step 7: Check the inbox
Open the Inbox tab of Reviews and filter by Trustpilot. Each review shows the reviewer's name, stars, title and text. Click Draft AI reply, copy the draft, then click Reply on Trustpilot: it opens Trustpilot Business, where you paste the draft and post it. CaptiFi never posts anything on your behalf.
Troubleshooting
Reviews sync shows not available: CaptiFi cannot read Trustpilot reviews at the moment. Happy guests are still sent to your review link, and the inbox fills once sync is available again.
The inbox stays empty: Trustpilot has no profile under the domain you entered, the profile has no reviews yet, or the domain does not match the one in your profile's address. Check that trustpilot.com/review/yourdomain.com opens your profile, correct the domain and save again, then click Sync now on the Inbox tab.
The review link opens the wrong company: the domain is wrong. Correct it and save again.
Texts stopped after I changed the links: removing a venue's last review link switches the text channel off and the dashboard shows a notice. Add a link back and tick Also ask by text message again.