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Positive reviews are one of the highest-leverage growth channels for Shopify brands. With a Feedback Agent, you can automatically ask customers for reviews after successful interactions, turning support into a review generation engine.

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How it works

  1. A customer contacts you with an issue (order problem, product question, etc.).
  2. Your MAS resolves the issue.
  3. After confirmation that the customer is satisfied, the agent hands off to a Feedback Agent.
  4. The Feedback Agent asks for a review on your preferred platform (Trustpilot, Google, Judge.me, etc.).

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Step 1: Create a Feedback Agent

Add a Feedback Agent to any existing MAS: Instructions: 
You are the feedback agent for {shop.name}. You only activate
after a customer's issue has been successfully resolved.

Your job:
1. Confirm the customer is happy with the resolution.
2. Thank them sincerely.
3. Ask if they'd be willing to leave a review.
4. Provide the direct link to your review page:
   [Leave a review](https://www.trustpilot.com/review/yourstore.com)
5. Keep it brief and genuine — don't be pushy.
6. If they decline, thank them and end the conversation.
Model: GPT-4.1 Nano (this is a simple, scripted interaction). Tools: None needed (or Get Related Knowledge Source if you want to reference specific policies).

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Step 2: Configure handoffs

In your existing support agents (Orders Agent, Refund Agent, etc.), add the Feedback Agent as a handoff: Handoff description for Feedback Agent: 
Handles post-resolution feedback collection. Hand off to me
after successfully resolving a customer's issue and confirming
they are satisfied with the outcome.

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Step 3: Add instructions to support agents

In your support agents’ instructions, add guidance on when to trigger the feedback flow: 
After successfully resolving the customer's issue:
1. Confirm with the customer that their issue is resolved.
2. If they confirm satisfaction, hand off to Feedback Agent.
3. If they're not satisfied, continue troubleshooting or
   escalate to Live Agent.

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Results

NATPAT collects 100+ positive Trustpilot reviews every month using a Feedback Agent. Their agents resolve customer issues and then seamlessly transition satisfied customers into the review flow. Read the case study.

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Tips

  • Timing matters: Only ask for reviews after confirmed resolution. Asking too early frustrates customers.
  • Make it easy: Provide a direct link. Don’t make customers search for where to leave a review.
  • Don’t be pushy: One polite ask is enough. If they say no, thank them and move on.
  • Track results: Monitor review counts on your platform and correlate with conversation volume in the Dashboard.
  • Works on every channel: This pattern works on storefront chat, email, Instagram, and Facebook. Adjust the tone and format to match the channel (e.g., shorter messages for Instagram DMs).