Loox is a review app that automatically collects customer reviews with photos and displays them on your product pages. Connect Loox to Omnisend to send automated review requests, thank customers for feedback, and segment contacts by review rating (1–5 stars).
Before You Begin
To proceed with the integration process, the Loox app must be installed on your e-commerce platform
You need to have admin access to both Omnisend and Loox.
Benefits
Collect customer reviews with photos automatically.
Send automated thank-you emails after review submission.
Segment contacts by review rating (1–5 stars).
Trigger support outreach for low ratings (1–2 stars).
Feature photo reviews in future campaigns.
Setup Process
Step 1. In Omnisend, go to Apps → search for "Loox" → click Connect now.
Step 2. Copy your API Key.
Step 3. In your Loox account, go to Integrations → select Omnisend → paste the API key you copied → click Verify.
Step 4. Return to Omnisend and confirm that all steps are complete. Click Confirm.
Setup complete! Loox will create two custom events in your Omnisend account.
Loox Custom Events
Once you complete the integration process, Loox will pass Custom Events to your Omnisend account, find it in the Store Settings → API → Custom events.
Loox will send two custom events:
Loox Review Submitted
Loox - Time To Send Review Request
Both custom events pass custom fields (e.g., review data, product title, etc.), which can later be used for segmentation and personalization.
CUSTOM FIELD NAME | CUSTOM FIELD SYSTEM NAME | CUSTOM FIELD TYPE |
Review_date | Review_date | dateTime |
Product_ID | Product_ID | string |
Product_title | Product_title | string |
Product_URL | Product_URL | url |
Rating | Rating | integer |
Author | Author | string |
Photo_included | Photo_included | boolean |
Order_ID | Order_ID | string |
If you experience any issues with the integration, you can also check the API logs to verify whether the event was sent and what data the Loox app passed to Omnisend.
Use Loox Custom Events in Automation
After completing the Loox integration, two new custom events will appear in your Omnisend account. These events let you automate review requests, thank customers for feedback, and segment audiences based on review ratings.
Loox Time To Send Review Request
This custom event is triggered when it's time to ask customers for a product review after their purchase. Use this event to create a post-purchase review request workflow in Omnisend.
Example Workflow
Trigger: Loox – Time To Send Review Request.
Delay: Wait 7–14 days after purchase (adjust based on your delivery times and product type).
Action: Send an email or SMS asking for a review.
Optional: Add a follow-up reminder 3–5 days later for customers who haven't left a review.
This workflow helps you collect more verified reviews while maintaining a positive post-purchase experience.
Loox Review Submitted
This event is triggered when a customer successfully submits a review through Loox. Use this event to send personalized follow-ups, thank-you messages, or support outreach based on review ratings.
Example Workflow
Trigger: Loox Review Submitted.
Split by Rating:
5 stars: Send a thank-you message or discount code for future purchases.
3–4 stars: Invite the customer to share additional feedback.
1–2 stars: Send a support message offering assistance or product replacement.
Apply Tags:
Add a Promoter tag for 5-star ratings.
Add a Needs Follow-up tag for 1–2 star ratings.
Optional Split: Use the
photo_includedfield to tag customers who upload product photos. Feature these reviews in future campaigns or loyalty flows.
Best Practices
Timing: Start with 7–14 days post-purchase for review requests. Adjust based on your delivery times and customer behavior.
Segmentation: Use tags and splits to separate promoters (5 stars) from detractors (1–2 stars) for targeted campaigns.
Personalization: Use custom fields like
product_title,product_url, andratingto make messages more relevant.Testing: A/B test different delays, incentives, and follow-up styles to find what performs best.
FAQ
Why don't the Loox custom events appear in the automation trigger list?
The events display as automation triggers only after the event has passed to Omnisend at least once. If you just completed the Loox integration, create a test order and wait for Loox's review timing to pass.
Custom events appear in API logs but not in Settings → API → Custom Events. Why?
If API logs show successful data from Loox but custom events aren't listed under Settings → API → Custom Events, return to Apps and confirm the integration by checking the box in Step 3. Custom events are only created after you confirm the setup in Omnisend, not when the API connection is verified in Loox.
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