Use the review form to collect useful feedback, then configure the emails customers receive after they write a review. Open Reviewbird in Shopify admin to access these settings.
Form labels, colors, and photo or video options are in Settings > Display Widget. See Configure the Shopify review widget.
Add custom questions
Open Settings > Questions. If your plan includes custom questions, select New question. Start with a blank question or choose a template.
- Enter a short Label and the Question customers will see.
- Select a question type and enter its answer options.
- Set the answer and display options.
- Under Applies to, choose the products that should receive the question.
- Select Create question.
The available types are:
- Single select: the customer selects one answer. Add two to eight options.
- Multi-select: the customer can select more than one answer. Add two to eight options.
- Rating scale: the customer selects a number from one to five. Enter five labels.
- Labeled scale: the customer selects one of five labeled points. Enter five labels.
Keep the label within 100 characters and the question within 255 characters. Each option label can contain up to 100 characters. You cannot change a question's type after it has collected answers.
Choose which products receive the question
Under Applies to, select one of these options:
- All products uses the question throughout your store.
- Specific products limits the question to the products you select.
- Tags, categories, or collections uses the question when a product matches any selected Shopify tag, category, or collection.
- Product groups limits the question to your selected Reviewbird product groups.
For a limited scope, select at least one product, catalog term, or product group.
Control answers and public display
Enable Require an answer when customers must answer before they continue. Enable Hide answers from public display when the feedback should stay private.
For public answers, Add to survey summary can show an aggregate result, and Add to review filters lets shoppers filter reviews by answer. Private answers cannot be used in public summaries or filters.
A survey summary needs at least 10 answers from published reviews in its applicable product set. Also enable Show survey summary in Settings > Display Widget.
Use Collect answers for this question to activate or deactivate a question. Drag questions on the Questions page, or use Move up and Move down, to change their order. Keep the form short; the app warns when more than three questions are active.
Deactivating or deleting a question stops new answers. Previous answers stay attached to their reviews.
Offer support during a review
Settings > Triage lets you show support options when a customer selects specified star ratings. This feature is available only when your plan includes Review Triage.
- Enable Enable review triage.
- Choose the Trigger Ratings.
- Edit the Heading and Subheading.
- Select Add support option and enter its label, type, value, and icon.
- Select Save triage settings.
Support options can open an email address, phone number, URL, or SMS destination. You can add up to six options. Customers can still continue with their review without contacting support.
Configure customer notification emails
Open Settings > Customer Notifications. The tabs control emails sent after a review action:
- Published: tells the customer their review was published. When review editing is available, it can also include an edit link.
- Discount: delivers the discount for an eligible approved review. Configure the incentive first in Settings > Incentives.
- Confirmation: asks eligible customers to confirm they wrote a review before it appears publicly.
- Reply Notification: tells the customer when you add the first public reply.
- Edit Link: sends a link when the customer requests access to edit their review.
Review request and reminder timing and copy are configured in Settings > Collect. They are separate from these notification templates.
Edit a notification
- Select the email tab.
- Use Enabled where available to turn the email on or off. The Discount email follows your incentive settings, and Edit Link has no enable switch here.
- Edit the available fields, such as Subject, Heading, Subheading, and Button text.
- Choose the content to include under Email Sections.
- Check Live Preview.
- Select Save email templates.
Use the codes listed under Available Variables to insert customer, product, or review details. The supported variables differ by email type. Basic HTML is supported for text formatting and links where indicated.
Select Email design to change the shared email design in Branding. These design settings also apply to review requests and reminders.
To check a message in your inbox, select Send Test Email, enter your email address, and send the test. The test uses your current unsaved settings. Sending a test does not save the template.
Require email confirmation
- Open Settings > Customer Notifications > Confirmation.
- Turn on Enabled.
- Edit the email and its preview.
- Select Save email templates.
Confirmation applies to eligible verified-purchase reviews submitted through the storefront widget. It does not add another confirmation step for customers who arrive through a review request email.
The review enters Pending Confirmation when it is otherwise ready for publication. It remains unpublished until the customer follows the confirmation link. Turning on confirmation does not send confirmation emails for every imported review or every visitor who writes a review.
See Manage reviews to find reviews waiting for confirmation.
Let customers edit reviews
When your plan includes Customer Review Editing, the Published email can include an edit link. Customers can also request an edit link when they try to review the same product again.
Configure the message in Settings > Customer Notifications > Edit Link, then select Save email templates. The link provides access to that customer's review and should be kept private.
Customers can edit published reviews and reviews that are pending or being moderated. Hidden, flagged, and unconfirmed reviews are not editable. Changes can include the rating, title, review text, and media within the store's upload limits.
An edited review goes through moderation again. A previously published review is hidden during this check. Your moderation rules determine whether it is published again or waits for your decision.
If an edit email does not arrive, ask the customer to check their spam folder and use the email address from their original review. Check Settings > Scheduled Emails for the recipient and Settings > Email Settings for email blocking. For privacy, the edit-link request does not reveal whether a matching review exists.