Unsubscribes and consent
Automation stops emailing a customer the moment they review you, and you can take anyone out of the queue by hand. This page explains both, then covers what you should have in place before you email customers at all.
This is part of Trustaroo Premium. Upgrade from Account and billing in the app to switch it on.
Leaving a review stops the sequence
This is the mechanism that matters most, and it is automatic.
Every email contains that contact's own review link, which carries their contact identifier. When they open it and give a rating, Trustaroo recognizes the contact and sets their status to Unsubscribed. Every remaining step is skipped.
So a customer who reviews you after the first email never receives the reminder. This is why a three-step sequence does not feel like three emails to the people who actually respond, and why you should not judge your sequence by how many reminders go out.
The stop only works because {{review_url}} is a personal link. If you replace it with a plain location link or your Google review URL, Trustaroo cannot tell who rated you, and the reminders keep going to customers who have already reviewed you. See Email template variables.
Removing a contact by hand
When somebody asks you to stop, or you realize an address should never have been added, take them out of the queue:
- Open the Automation page and select the Contacts Queue panel.
- Find the row with that email address.
- Select the remove button in the Actions column.
- Confirm in the Delete contact dialog.
Removal is immediate and nothing further is sent to that address.
Removing a contact does not stop the system that added them. If the same customer completes another transaction, your Zap or integration will add them again. Filter them out at the source too, in your point of sale, booking system or CRM.
Who you may email
Automation sends email to real people, so the same rules apply as to any other message you send them. In the Netherlands and the rest of the EU that means the GDPR and national e-privacy rules, and the practical version is short.
Have a lawful basis. In practice that means asking your own customers, off the back of a real transaction, and being able to explain where the address came from. Buying a list, scraping addresses or exporting every contact you have ever met does not qualify.
Ask for what you need and nothing more. An email address and a first name are enough for a review request. Do not pipe extra personal data into the queue because the field exists.
Use your real identity. Send as your business, with your real name in the body, so the recipient recognizes who is writing. Anonymous or misleading review requests get reported as spam, which damages delivery for every message you send.
Honor opt-outs promptly. If somebody replies asking not to be contacted, remove them from the queue and from the source system. Do not send "one more" request after that.
Keep the queue tidy. The queue holds customer email addresses. Remove contacts you no longer need, and remember that anyone with access to your Trustaroo account can see the list. See Roles and permissions.
Do not offer a reward for a review. Beyond the platform rules, incentivized reviews are against the policies of Google and other review sites and can get your reviews removed. See The review filter and platform policies.
This page describes how to use the feature responsibly. It is not legal advice, and it does not cover every obligation that may apply to your business. If you are unsure about consent or data retention, check with someone qualified in your country.
Providing an opt-out route
Trustaroo stops the sequence on a review and on removal, but you decide how a recipient tells you to stop. Two things help:
- Write one plain line in your email body inviting a reply if the customer would rather not hear from you, and act on those replies.
- If your provider is set to Zapier, send through a mail tool that handles unsubscribes for you, and keep its suppression list in step with your Trustaroo queue. See Trustaroo sending versus Zapier sending.
Keeping the sequence short does more for goodwill than any wording. Two or three emails and then silence is a request. Six is a nuisance.