Review eligibility rules
Each review group has its own eligibility rules. Product rules decide which products can be reviewed in that group. Customer rules block whole segments from submitting. You set the rules once, and Toki applies them everywhere a review can start: on your storefront, in the wallet, in review requests sent by workflows, and in review links you create by hand.
Where to find the rules
- In the Toki app, click Reviews in the left navigation.
- If you have more than one review group, click the group's tab at the top of the page.
- In the Settings card, click Edit.
- Scroll to the Eligibility card. It holds Included products, Excluded products, and Blocked customers.
- Make your changes, then click Save in the bar at the top of the page.
The same card appears when you click Create group to set up a new group.
Back on the Reviews page, the Settings card summarizes what is active: Included products and Excluded products show the number of rules (for example, 3 rule(s)) or Off, and Blocked customers shows the number of segments or Off.
Product rules
The Eligibility card has two expandable sections, Included products and Excluded products. Both offer the same four ways to pick products. A badge on each section shows how many entries it contains, and every product, type, tag, or collection you add counts as one rule.
| Field | What it does |
|---|---|
| Include specific products / Exclude specific products | Pick products from your store with Select products. |
| Include product types / Exclude product types | Enter one Shopify product type per line. A product matches any listed type. |
| Include product tags / Exclude product tags | Enter Shopify tags separated by commas. A product matches any listed tag. |
| Include product collections / Exclude product collections | Pick collections with Select collections. A product in any selected collection matches. |
How the rules combine
- A product qualifies when it meets any included rule. It doesn't need to meet all of them.
- Excluded rules always win. A product that matches an included rule and an excluded rule is excluded.
- Leave Included products empty and every product that isn't excluded is eligible.
- With no rules at all, every product in your store is eligible.
Some examples:
| You want | Set |
|---|---|
| Reviews only for products in your Skincare collection | Include product collections: Skincare |
| Reviews for everything except gift cards | Exclude product types: Gift Card |
| Reviews for a collection, minus one product in it | Include product collections: the collection, plus Exclude specific products: that product |
Matching tips
- Product types match regardless of capitalization or extra spaces. "Skincare" and "skincare" are the same type.
- Tags must match the Shopify tag exactly, including capitalization. Copy them as they appear in your Shopify admin.
- Toki reads a product's type, tags, and collections from Shopify and keeps that information for a few minutes. If you just changed a product in Shopify, allow up to 5 minutes for the review rules to pick up the change.
Hidden groups
If Show group on storefront is off in the group's Widget card, no product is eligible for that group. Customers can't submit new reviews to it, while you keep managing and importing its reviews in Toki. See Review groups.
Blocked customers
Under Blocked customers, use Block customer segments to pick one or more segments. Customers in any of these segments can't submit reviews to this group.
- Toki checks the customer's segments at the moment they submit. A customer who leaves a blocked segment can review again right away.
- Blocked customers don't receive review requests for this group, and you can't create review links for them. See Where Toki applies the rules below.
- To build a segment, for example "customers tagged wholesale" or "customers with fewer than 2 orders," see Segments and Segment conditions.
Where Toki applies the rules
| Where a review can start | What happens |
|---|---|
| Reviews widget on product pages | The widget doesn't appear on a product page when the product's type isn't in Include product types (if you set any), or when the product matches Exclude product types, Exclude product tags, or Exclude product collections. On other product pages the widget shows as usual, and Toki applies the remaining rules (specific products, included tags, included collections) and the blocked segments when the customer submits. A customer who isn't eligible sees the message "You are not eligible to submit a review for this product." |
| Wallet | Blocked customers see no review prompts on their orders and no products to review in the Product Reviews block. The Product Reviews block only offers products that pass the product rules. |
| Review page (opened by review links; headed Products to review, or Product review when the link is for one product) | Lists only the products from the order that pass the rules. |
| Request Review workflow action | Toki only considers products from the order that pass the rules, and picks the most expensive one the customer hasn't reviewed yet. If the customer is blocked, or no product in the order is eligible, no request is sent and the run ends at that step. See Workflow actions. |
| Create review link on a member profile | In the Recent purchases table on the member's Loyalty tab, the Create review link action is only offered for orders with at least one product the customer can review. See Member profile. |
Reviews that already exist
The rules decide who can submit a new review. Approved reviews stay published when their product later stops being eligible: in the review carousel, in the customer's wallet, in your Google Product Ratings feed, and in the pooled reviews of a product group. The one place they leave is a product page where a type, tag, or collection rule hides the widget (first row of the table above); that page shows no reviews until you change the rule.
Related
- Review groups
- Custom review questions use the same product rule builder to decide which products show a form
- Segments
- Workflow actions
- Member profile