Loox is a product review app that enables small and large brands to automatically collect customer reviews with photos and beautifully display happy customer content. Its integration with Omnisend will let you send follow-up emails after successful review submissions, and collect the information about the reviews and ratings.

Setup process
Custom event
Setting up Automation workflow

Setup process

Step 1. In Omnisend, go to → Apps → Search for "Loox" → Click on "Connect Now" → Copy an API Key and proceed with steps:

Step 2. Proceed to your Loox account ➡️ Integrations ➡️ Select Omnisend ➡️ insert API key that you copied ➡️ click Verify button.

Step 3. In Omnisend, check the box that all the steps are done and confirm the changes.

That's it! Custom events will be created in Omnisend.

Custom event

Once you complete the integration process, Loox will add Custom Events to your Omnisend account, find it in the Store Settings -> API -> Custom Events.

Loox Review Submitted

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

Loox - Time To Send Review Request

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 face any issues with the integration, you may also check if the event and what data was passed by the Loox app to Omnisend in the API logs.

Setting up the Automation workflow

After completing the Loox integration, two new custom event triggers will appear in your Omnisend account. You can use these events to automate review requests, thank customers for their feedback, and segment audiences based on review sentiment.

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.
You can use this event to create a post-purchase review request workflow in Omnisend.

Example workflow using the Omnisend and Loox integration:

Trigger: Loox – Time To Send Review Request
Delay: Add a waiting period after the order is completed before sending the first review request. The recommended timeframe depends on your delivery and product type — for example, 7–14 days after purchase works well for many merchants, but you can adjust based on your business needs.
Action: Send an email or SMS asking for a product review through Loox.
Optional Split or Reminder: Add a follow-up reminder for customers who haven’t left a review after a few days.

This workflow helps merchants 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.
You can use this trigger to send personalized follow-ups, thank-you messages, and create segmentation based on review ratings or content.

Example workflow (customizable for your market):

Trigger: Loox Review Submitted
Add a 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 tag such as Promoter for high ratings.
- Add a tag such as Needs Follow-up for lower ratings.
Optional Split: Use the photo_included field to identify and tag customers who upload product photos, allowing you to feature them in future campaigns or loyalty flows.

Best Practice Recommendations for Loox Setup

Timing: Use example timeframes as starting points, but adjust them to match your delivery times and customer behavior.
Segmentation: Apply tags and splits to separate promoters from detractors for better targeting.
Personalization: Use custom fields such as product_title, product_url, and rating to make messages more relevant.
Testing: A/B test different delays, incentives, and follow-up styles to find what performs best in your market.

Didn't find the answer to your question? Reach out to our support team through the in-app chat or at [email protected] – our team is available 24/7.