Service Desk & CRM Integrations

This toolkit details the main integration use cases and APIs for Service Desk partners with Yotpo Reviews, Visual UGC, and loyalty data.

Here are the main use cases:

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Have you registered your app yet?

Before you start building your app on top of Yotpo’s App Developer API, you first need to register it with us. If you haven’t done so yet, refer to the steps in our Welcome guide.

Moderate incoming reviews directly from the Service Desk

Yotpo has built a review escalation email that is designed to work on any help desk and allows merchants to moderate their reviews directly from within the help desk. Learn more about setting up and testing this feature in our Help desk integration user guide.

Add an event to a customer’s timeline each time a new review is received

If the ‘generic’ help desk escalation emails don’t record in the customer timeline in the way you wanted them to, you can listen to Yotpo’s review_create webhook event in order to capture incoming reviews.

Add an event to a customer’s timeline each time a new loyalty event is recorded in Yotpo

Ask the brand to place your Webhook URL in their Yotpo Loyalty account settings. If they already have another URL set up, they can separate them with a comma.

Once implemented, you will receive all of these webhook events for the said brand.

Display a customer’s profile including aggregated data across Yotpo reviews and loyalty

The retrieve customer details by email endpoint allows you to return a customer’s reviews and loyalty status by email using one call.

Alternatively, you can update all customers whose record changed since the last sync by using the retrieve customer details by date endpoint.

To include a customer’s latest reviews, use the all reviews endpoint with the customer’s email as a query parameter.

Reward a customer with loyalty points from within the service desk panel

In order to reward a customer with loyalty points, you’ll need to use the record a customer action endpoint in the merchant loyalty API. Make sure you ask the merchant for their Yotpo Loyalty API Key and GUID, which are different from the Reviews & Ratings API key / Authentication.

The brand or merchant will also need to create a custom campaign in their Yotpo admin with a campaign name you provide them. Learn how to create the campaign in our Custom action campaign article. The campaign name is required in the API call and is case sensitive, so make sure you ask your customer to copy and paste it exactly as you provide it to them.

Collect reviews about the customer service from Yotpo when tickets are completed

Once a case is successfully closed, add a link to your thank you message asking the customer to submit a review. The link should bring the customer to a page (hosted either by the customer or by you) that contains the code below. Make sure you replace the {{###YOUR APP-KEY###}} with the client's API Key.

<script type="text/javascript">
(function e(){var e=document.createElement("script");e.type="text/javascript",e.async=true,e.src="//staticw2.yotpo.com/{{###YOUR APP-KEY###}}/widget.js";var t=document.getElementsByTagName("script")[0];t.parentNode.insertBefore(e,t)})();
</script>
<div class="yotpo yotpo-main-widget"
data-write-only="true"
data-product-id="CustomerService"
data-price="0.0"
data-currency="USD"
data-name="Customer Service Reviews"
data-url="{{url to an about us / FAQ page on-site}}"
data-image-url="{{url to a small square brand logo}}">
</div>

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Please note:

According to Google’s guidelines, these reviews will not count towards the brand’s Google Seller Ratings. These reviews can, however, be displayed on their website, for example, on the About Us page or homepage, etc., they can be used in integrated marketing channels, and can serve as valuable feedback for the brand.