Gorgias logo
Gorgias logo

All articles

YotpoUpdated 4 months ago

Yotpo is a user-generated content tool for merchants including customer reviews, visual marketing, loyalty, and referrals.

This feature is only available if you're on the Yotpo Premium plan.


With the integration, you can:

  • See the customer's Yotpo status
  • Review ratings and sentiments
  • Reply to reviews
  • See the last 5 reviews for your store's products in the widget
You can use Gorgias to reply to Yotpo questions too, however, they won't open tickets in Gorgias just like reviews will - you should forward Yotpo questions to an email address that you integrated with Gorgias to reply to them using the helpdesk. 


Here's the process behind the review reply feature:

1. A customer writes a verified product review or asks a question.

2. This escalated review or Q&A receives a unique reply-to email address (for example reply‑[email protected]).

3. The escalated review or Q&A is forwarded to the helpdesk address that you defined.

4. By replying to the emails and adding text to the appropriate text sections, you can perform actions without leaving the helpdesk.

5. For example, you can publish a review, comment on a review, or answer a question.

6. When you comment or answer, the reviewer receives an email with your reply.



Steps

1. Go to Settings → App Store → All Apps

2. Find Yotpo and click on it.

3. In the top right of the page, click the Add Yotpo Account button and you'll be redirected to Yotpo.

4. If you aren't logged in, you're required to log in before the installation can continue. 

5. After you've logged in, click the Authorize button to authorize Gorgias to pull Yotpo data into the helpdesk.

You'll be redirected back to Gorgias where you should see the following screen - if you don't, please retry steps 1-4.

Gorgias will provide your Yotpo account with a long default name which you can change by changing the text in the text input under the Integration name and selecting Update integration.


Yotpo Tickets

First, enable Yotpo tickets by checking the Enable Yotpo tickets checkbox on the integration settings page, then click the green Update integration button, as shown above.

Once Yotpo tickets are activated, every time you receive a review on one of your products, a new ticket will be created with the review details (score, product, etc). 

You can either reply to the review publicly or privately, and you can only reply to a Yotpo review from Gorgias if there isn't a reply already posted via Yotpo directly.

If a review comment is created on the Yotpo dashboard or via Yotpo emails, it won't be pulled in Yotpo tickets - it'll only be pulled into Gorgias when you try to add a new comment on the review. The newly added comment will be marked as an error because Yotpo supports only one comment per review.


Yotpo emails

You can use Yotpo emails to reply to Yotpo reviews or Yotpo Q&A from Gorgias but, if you've already activated Yotpo tickets, you'd need to deactivate Yotpo emails to avoid duplicated Yotpo review tickets being created in Gorgias.

1. Click on Manage Content.

2. Click Help Desk.

3. Toggle the Activate Help Desk integration switch on.

4. Enter the main support email address in the Help Desk Email field.

5. Click Send Test to send a test email to the address you entered in the previous field.

6. Click the Save Changes button at the bottom of the screen.

Just make sure to respond below the right line to respond publicly or privately. 

We recommend creating a Macro that contains the following default text so you can use it as a frame to respond to: 

  • Comments
1==========Write below this line to comment in private==========
2
3
4==========Write below this line to comment in public===========
5
6
7===============Publish the review - Type yes/no================
8
9
  • Answers
1===========Write below this line to answer in private===========
2
3
4===========Write below this line to answer in public============
5
6
7===========Send question to past shoppers - Type yes/no==========
You can't unpublish Yotpo reviews using the Yotpo Tickets integration - you can unpublish reviews using the Yotpo Email integration instead.


Yotpo data displayed in Gorgias

Overview data

  • VIP tier name - the name of the VIP tier that this customer currently belongs to.
  • Average rating - the average star rating for all reviews given by this customer.
  • Number of reviews - the total number of reviews given by this customer.

Loyalty points

  • Point balance - the customer's total point balance.
  • Total points earned - the total number of Yotpo loyalty points the customer has earned.
  • Total redemptions - the total number of Yotpo loyalty points the customer has redeemed.
  • Successful referrals - the number of successful referrals made by the customer.
  • Referrals made & clicked - the number of successful referrals the customer has made.
  • Referral by another customer - whether this customer was referred to you by another customer.

Reviews

  • Average rating - the average star rating given by the customer for all reviews.
  • Average site rating - the average star rating given by the customer for all site reviews.
  • Average product rating - the average star rating given by this customer for all product reviews.
  • Average sentiment - the average sentiment for all reviews from the customer, detected by Yotpo's AI algorithms.
For all sentiment statistics, Gorgias will show one of three values - positive, neutral, or negative.


  • Average site sentiment - the average sentiment for all site reviews from the customer, detected by Yotpo's AI algorithms.
  • Average product sentiment - the average sentiment for all site reviews from this customer, detected by Yotpo's AI algorithms.
  • Top topics - a list of the customer's top topics of interest as determined by their reviews.

Five latest reviews

  • Date created - the date that the review was created on.
  • Rating - the star rating given by the customer on the review.
  • Published status - an indicator of whether this review has been published or left unpublished.
  • Title and text - the title and text of the review.
  • Rating upvotes and downvotes - the number of upvotes and downvotes by other customers for the review in question.
  • Product information - information regarding the product for which the review was made.
  • Name- the name of the product.
  • Product page- the URL of the product page.
  • Category- the product category.
  • Reviews- the total number of reviews made for this product.
  • Product rating- the average star rating for this product from all customers.
For Yotpo data to populate in the widget, a review needs to be submitted after the integration has been added and by a customer who already left a review in the past.
Was this article helpful?
Yes
No