Trustpilot reviews, headline and all
A Trustpilot review comes with a headline the reviewer wrote themselves, and that headline is what the next visitor reads first. It is the one line a generic reply usually walks straight past.
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What happens to a Trustpilot review here
Four steps, with the reviewer's own headline treated as the thing to answer rather than as decoration above the real review.
- The review and its headline land in your inboxThe headline the reviewer wrote themselves, with the review underneath it and the date it went up. The headline is the one the next three steps are built around. A reply you already published comes back with its date and marks the review handled.
- We analyze the headline and the body togetherSentiment by topic, whether an apology is owed, the specifics worth naming back, and a flag where the review threatens legal action, describes a hazard or turns abusive. A one line title over five paragraphs often carries a different complaint from the one the paragraphs make.
- We draft a reply that answers the titleThe headline is the line that shows in search results and in the summary on your profile, so it is the line most people read and the only line many of them read. A reply that ignores it reads as a form letter to everybody who sees both.
- You publish it on TrustpilotFrom Manage reviews in your Trustpilot Business account, where it appears on the review itself. The draft waits in your GetSetReply inbox until you send it, and we publish nothing under your name.
Replying on Trustpilot
Trustpilot replies are public. You write one from Manage reviews inside a Trustpilot Business account, and it appears on the review where the next visitor to your profile will read it.
That makes the audience for a Trustpilot reply the same as the audience for the review: strangers deciding whether to buy. The draft is written for them as much as for the person who complained.
As everywhere else, we write and you publish. The draft sits in your GetSetReply inbox and your Trustpilot Business account is where it goes live. GetSetReply has no route into that account and posts nothing under your name.
Trustpilot with the rest of your reputation
Trustpilot tends to be the platform a business is judged on before the first phone call. It is not the only one.
- Yelp
- TripAdvisor
- DoorDash
- Trustpilot
- Etsy
- Square
Trustpilot questions
Four things that come up when a business connects Trustpilot to anything.
Do you pick up the review title?
Yes. The headline the reviewer wrote is stored with the review and is available to the draft, which matters because it is the line most people read before the review itself.
Are Trustpilot replies public?
Yes. A reply is displayed on the review, so it is written for future readers rather than only for the person who posted.
Could my Trustpilot reviews stop arriving without me noticing?
Not quietly. The read is checked for the shape it expects, and an unexpected shape raises an alert with us rather than reporting zero new reviews. A silent zero is the failure worth designing against.
Can GetSetReply publish the reply for me?
No. The draft sits in your GetSetReply inbox and you publish it from your Trustpilot Business account. We supply the words and stop there.
Other places your reputation is being read
Trustpilot
Reply to the headline, not just the review
Drafts that answer what the reviewer actually put at the top of their review.