Enable/Disable the Tool
At the top of the page, you’ll see the main toggle to enable or disable reviews.
Active: Review request messages are automatically sent to your customers after each purchase.
Inactive: Request messages are paused. No new messages will be sent until you reactivate the tool.
Note: Disabling the tool does not delete messages that are already scheduled. It only stops new messages from being created.
Settings Tabs
The settings are organized into 4 tabs:
1. General
Basic settings for when and how to request reviews.
Request Timing
Defines when the review request message is scheduled:
After Shipping: The message is scheduled when the order changes to “shipped” status in Tiendanube. Recommended for products that require shipping.
After Payment: The message is scheduled immediately when the customer pays. Useful for digital products or services.
Waiting Days
Set the number of days to wait before sending the review request.
Enter a number between 1 and 30
Recommendation: 5–10 days to give the customer time to receive and try the product.
For example: If you set 7 days and an order is shipped on Monday, the request message will be sent the following Monday.
Communication Channel
Choose which channel to send requests through:
WhatsApp Only: Messages are sent exclusively via WhatsApp. The customer must have WhatsApp to receive them.
Email Only: Messages are sent exclusively via email. The customer does not need to have WhatsApp.
Both Channels: Messages are sent simultaneously via both WhatsApp and email. This maximizes the chances that the customer will see the request.
Email Sender
Customize how the sender appears in the emails your customers receive:
Sender Name: The name that will appear in the “From:” field of the email. For example: “My Store” or “My Store Team.”
Email Address (Reply-To): If the customer replies to the email, the reply will be sent to this address.
WhatsApp Provider
Choose how to send WhatsApp messages:
Use a Nuby number (recommended): Messages are sent from the shared Nuby number. No additional setup is required, and it works immediately.
Connect WhatsApp to Meta: Use your own WhatsApp Business number connected through Meta Business Suite. Additional setup is required.
Automatic Reply: If a customer replies to the Nuby number, they will receive an automatic message with a link to your actual WhatsApp so they can contact you directly.
2. Templates
Customize the content of review request messages.
Email Templates
Configure the subject line and body of the email your customers receive.
Available Styles:
Professional: Formal, corporate tone
Friendly: Casual tone with emojis
Custom: Write your own message
Available Variables:
{{customer_name}} - Customer’s name
{{product_name}} - Name of the purchased product
{{review_link}} - Link to leave a review
{{store_name}} - Name of your store
Tip: Always include {{review_link}} in your message; this is the link that will take the customer to the reviews page.
WhatsApp Templates
Configure WhatsApp messages.
Collection Method:
Send Review Link: The customer receives a link and completes the review on a web page. Allows photos, videos, and long text.
Direct Response via WhatsApp: The customer responds directly in the WhatsApp chat. The bot guides the customer step by step (rating → written review → photo/video → discount).
Orders with multiple products: When an order contains multiple products, you can configure whether to request a review only for the most expensive product or automatically switch to link mode so they can review all of them.
Available styles:
Professional: Formal tone
Friendly: Casual tone with emojis
Short: Brief and direct message
Custom: Request a custom template (requires approval from WhatsApp/Meta)
3. Multimedia
Configure what types of multimedia content your customers can send.
Reviews with voice messages
Allow reviews with voice messages: Let customers record their spoken feedback instead of typing it. Useful for customers who prefer to speak.
Reviews with photos and videos
Allow reviews with photos: Let customers upload photos of the product. Photos appear in reviews and widgets.
Allow reviews with videos: Let customers upload short videos of the product.
Multimedia Incentives
Offer discounts in exchange for reviews with photos or videos to encourage visual content.
Discount in exchange for a review with a photo/video: Enable this option to offer an automatic discount coupon.
When enabled:
Discount percentage: Set the percentage (e.g., 10%, 15%, 20%).
Code prefix (optional): Add a custom prefix to the generated codes. For example, if you enter “REVIEW,” the codes will be formatted as “REVIEW-ABC123.”
Codes are generated automatically and sent to the customer once they upload a photo or video.
4. Advanced
Advanced settings to further customize behavior.
Language
Select the language for communications with your customers; this affects the text on the review page and predefined messages.
Re-request Period
Configure when to resend review requests to customers who have purchased before:
Minimum days between requests: How many days must pass before sending another request to the same customer. Recommended: 60–90 days.
Resend if they purchase the same product?: Enable this option for consumable or recurring purchase products (e.g., supplements, food, cosmetics).
Sending Schedule
Define the days and times when messages can be sent.
For each day of the week, you can configure:
Start time (e.g., 9:00 AM)
End time (e.g., 9:00 PM)
Or disable that day entirely
Messages will only be sent within the configured times. If a message is scheduled outside of the time window, it will be sent at the next available time.
Time zone: The time zone configured in your Tiendanube store is used.
Review order in widgets
Define how to sort the reviews displayed in your store’s widgets:
Newest first
Highest rating first
Lowest rating first
Most helpful first
With photos/videos first
Verified purchases first
Random
Save Changes
Once you’re done configuring, click the “Save Changes” button in the top right corner. The changes will take effect immediately for all future messages.
Frequently Asked Questions
Do the changes affect messages that have already been scheduled?
No, the changes only affect new messages created after you save. Messages that have already been scheduled retain their original settings.
Can I use WhatsApp and email at the same time?
Yes, select “Both Channels” in the Communication Channel. The customer will receive the request via both channels.
What happens if the customer doesn’t have WhatsApp?
If you only have WhatsApp configured and the customer’s number isn’t registered on WhatsApp, the message will appear as “Failed” in the Message Center. That’s why we recommend using “Both Channels.”
Can I preview the email before sending it?
You can view a preview of the sender in the “Email Sender” section. To test the full email, you can make a test purchase in your store.
Which variables are required in the templates?
For emails: {{review_link}} is required, as it is the link to leave a review.
For WhatsApp in link mode: {{review_link}} is required.
For WhatsApp in direct mode: There are no required variables, but {{customer_name}} and {{product_name}} are highly recommended.
How long does it take for a custom WhatsApp template to be approved?
Custom WhatsApp templates must be approved by Meta. The process can take anywhere from 24 hours to several days. In the meantime, you can use the predefined templates.
Are discount coupons created automatically in Tiendanube?
Yes, when a customer uploads a photo or video and you have the multimedia incentive enabled, Nuby automatically creates a discount coupon in your Tiendanube store and sends it to the customer.
What happens if I set the wait time to 0 days?
The minimum is 1 day. If you set it to 1, the message will be sent the day after the shipment or payment (depending on your settings).
Do shipping schedules affect emails and WhatsApp?
Yes, both channels follow the configured schedules. If a message is scheduled for 3 a.m. and you only allow messages to be sent from 9 a.m. to 9 p.m., it will be sent at 9 a.m.