Slack & Trustpilot Integration: Route Reviews to Slack

Overview

Customer reviews are critical feedback, but they’re only valuable if your team sees them quickly. The native integration between Slack and Trustpilot solves this by automatically delivering new reviews to your Slack workspace, ensuring your customer service, marketing, and leadership teams stay informed without leaving their primary communication tool.

This integration is particularly useful for companies that rely on Trustpilot as their review management platform and want to centralize customer feedback visibility. Rather than logging into Trustpilot separately, team members receive notifications in Slack, enabling faster response times and better cross-team collaboration on review management.

How the Integration Works

• Automatic Review Delivery: When a new review is published on Trustpilot, the integration automatically sends a notification to a designated Slack channel. The message includes the reviewer’s name, rating, review text, and a link to the full review on Trustpilot.
• Channel Routing: You can configure which Slack channel receives review notifications. Many organizations route all reviews to a single channel, while others create separate channels for different product lines, regions, or rating tiers (e.g., 5-star reviews in one channel, 1-2 star reviews in another).
• Real-Time Notifications: Reviews appear in Slack within minutes of publication, giving your team immediate visibility. This speed is critical for addressing negative reviews or capitalizing on positive feedback.
• Rich Message Context: Each Slack notification includes structured data—reviewer name, rating stars, review date, and excerpt—making it easy to scan and prioritize without clicking through to Trustpilot.
• Direct Action Links: Notifications include a direct link to the review on Trustpilot, allowing team members to respond, flag, or investigate further with a single click.

Key Features & Capabilities

• Centralized Review Visibility: All new Trustpilot reviews flow into Slack, eliminating the need for team members to check Trustpilot manually. This ensures no review goes unnoticed.
• Rapid Response to Negative Feedback: By routing low-rated reviews to Slack immediately, your support and management teams can respond quickly, potentially converting a negative experience into a positive one and improving your overall rating.
• Marketing and Product Insights: Marketing teams can monitor customer sentiment in real-time, while product teams can identify recurring issues or feature requests mentioned in reviews.
• Team Accountability: Slack’s threaded conversations allow teams to discuss reviews, assign follow-ups, and track response actions without cluttering the main channel.
• Integration with Slack Workflows: Advanced users can combine review notifications with Slack workflows to automate downstream actions, such as creating tickets in your support system or alerting specific team members based on review content.
• No Manual Data Entry: Review data syncs automatically; your team doesn’t need to copy-paste or manually log reviews into internal systems.

Setup Difficulty

Easy (5–10 minutes, no coding required)

Setting up the Slack-Trustpilot integration is straightforward and requires no technical expertise. Here’s the general process:

1. Log into your Trustpilot account with admin credentials.
2. Navigate to the integrations or settings section and locate the Slack integration option.
3. Click “Connect” or “Authorize” to link your Slack workspace.
4. Select which Slack channel should receive review notifications (or create a new dedicated channel).
5. Confirm the connection, and reviews will begin flowing to Slack immediately.

If you want to customize which reviews trigger notifications (e.g., only 1-2 star reviews, or reviews for specific products), check whether Trustpilot’s integration settings support filtering. Some organizations may need to work with their Trustpilot account manager for advanced routing rules.

Alternatives & Workarounds

If the native Slack-Trustpilot integration doesn’t fully meet your needs, consider these alternatives:

• Zapier or Make (formerly Integromat): These automation platforms offer pre-built Slack-Trustpilot connectors that may provide additional filtering, formatting, or routing options beyond the native integration. Useful if you need to route reviews to multiple systems or apply complex conditional logic.
• Trustpilot API + Custom Webhook: For teams with development resources, Trustpilot’s API allows you to build custom integrations that pull reviews and post them to Slack with bespoke formatting, filtering, or enrichment (e.g., adding internal customer data).
• Email Forwarding + Slack Email Integration: As a low-tech fallback, Trustpilot can email new reviews to a distribution list, and Slack can forward those emails to a channel. This is less elegant but requires no setup beyond email rules.

Frequently Asked Questions

Can I filter which reviews appear in Slack?

The native Slack-Trustpilot integration typically sends all new reviews to your selected channel. If you need to filter by rating (e.g., only negative reviews) or by product, check your Trustpilot integration settings. For advanced filtering, consider using Zapier or Make, or contact Trustpilot support to discuss custom routing options.

What happens if a review is edited or deleted on Trustpilot?

The native integration sends notifications for new published reviews. If a review is edited after publication, Slack may or may not receive an update notification depending on Trustpilot’s configuration. Deletions typically do not trigger Slack notifications. For critical use cases, check with Trustpilot support about update and deletion notification options.

Can multiple Slack channels receive reviews?

The native integration typically allows you to designate one primary Slack channel for all reviews. If you need to route reviews to multiple channels based on criteria (e.g., product line, rating, language), you’ll likely need to use a third-party automation tool like Zapier or Make, or build a custom integration using Trustpilot’s API.

Does the integration include Trustpilot review responses in Slack?

The native integration focuses on notifying Slack of new reviews. Responses your team writes on Trustpilot are not automatically posted back to Slack. However, team members can discuss and coordinate responses in Slack threads, then post responses directly on Trustpilot’s platform.

Disclaimer

Integration features and capabilities may change as Slack and Trustpilot release updates. Always verify the current state of this integration by checking the official Trustpilot integrations page and Slack’s app directory before making deployment decisions. Contact Trustpilot or Slack support if you encounter issues or need clarification on available features.