Using the Product Review Submitted Workflow Trigger
Understanding the Product Review Submitted Trigger
When a customer submits a review for a product in your CRM's online store, it creates an opportunity for immediate follow-up. The Product Review Submitted workflow trigger captures this event the moment the review is posted, before any manual approval. It provides your automation with details about the review, including the star rating, headline, comment, the reviewer's name and email, and which product and store it relates to. This allows you to build responsive workflows that engage with customers based on their specific feedback.
Benefits of Automating with This Trigger
Using this trigger to power automations can streamline your customer engagement and review management.
- Prompt Acknowledgment: Send an immediate thank-you email or SMS when a review is posted, enhancing customer loyalty.
- Streamlined Moderation: Automatically create support tickets or tasks for low-star reviews to ensure they are addressed quickly.
- Leverage Positive Feedback: Route five-star reviews to a spreadsheet or team communication channel to easily gather social proof for marketing materials.
- Precise Targeting: Use filters to create different automation paths for reviews based on rating, specific keywords, or products.
- Multi-Store Management: Apply triggers to specific storefronts when managing more than one within your account.
How to Configure the Trigger
Follow these steps to create a workflow that starts when a product review is submitted.
Create or Edit a Workflow
Navigate to the Workflows section. You can edit an existing workflow, duplicate one, or create a new one from scratch, using a template, or with AI assistance.
Add the Trigger
Inside the Workflow Builder, click to add a trigger. In the trigger selection panel, find and select Product Review Submitted, which is located under the Ecommerce Stores category.
Name Your Trigger
Give your trigger a descriptive name, such as "Low Rating Alert" or "Positive Review Collector." This helps identify its purpose later in your workflow list and logs.
Apply Filters (Optional)
Click Add filters to set conditions that a review must meet to enter this workflow. You can require all conditions or any one of them to be met. Leaving filters off will capture every review submitted.
- Global Product: Limit the trigger to reviews for one specific product from your catalog.
- Review Comment: Target reviews where the comment contains certain phrases or is not empty.
- Review Headline: Trigger workflows based on words in the headline or if a headline is present.
- Review Rating (star): Control which star ratings (1-5) activate the workflow. Use operators like "Is any of" to select specific ratings or "Is none of" to exclude others.
- Store Name: Restrict the trigger to reviews from particular storefronts.
- User Email & User Name: Create automations for or exclude specific reviewers based on their submitted email address or name.
Save and Build
Once your filters are set, save the trigger. You will return to the workflow builder where you can add subsequent actions, such as sending an email, creating a task, or sending a notification. It is recommended to test the trigger by submitting a sample review in your store before publishing the workflow.
Common Questions
Q: When does the trigger activate relative to me approving a review?
A: The trigger fires instantly when the customer submits the review. Your manual approval status in the store does not affect it.
Q: Does the person leaving the review need to be a contact in the CRM?
A: No, a contact record is not required for this trigger to work. The workflow will execute based on the information submitted with the review itself.