Integrating Feefo with Pathway

Pathway integrates with Feefo so you can collect client reviews directly from your email campaigns.

Onboarding Steps

1. Confirm with your Pathway Customer Success Manager (CSM) that you’d like to enable Feefo.

2. Ensure you have an active Feefo account.

3. Pathway will:

   • Contact Feefo to obtain credentials.

   • Request your Merchant ID (found in Feefo Hub → Settings → Business Details).

   • Add these credentials to your Pathway account.

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Adding Feefo Links to Campaigns

Once credentials are set up, add Feefo links by inserting merge tags into your campaigns:

• Policy reviews → {|online_review:|feefo|}

• Policy effective date reviews → {|online_review:XYZ,effective|feefo|}

• Claim open date reviews → {|online_review:XYZ,date_opened|feefo|}

• Claim closed date reviews → {|online_review:XYZ,date_closed|feefo|}

🔑 Replace XYZ with your Feefo campaign identifier.

📌 Note: Feefo does not support static links like Google or Yelp. These tags dynamically generate a valid review link for each client.

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Trigger Requirements

Feefo links are only valid for events within the last 90 days:

• Policy effective date

• Claim open date

• Claim closed date

⚠️ If the event is older than 90 days, the link will show as expired.

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Client Experience

• Clients receive an email with a Feefo link.

• Clicking the link opens a Pathway landing page with a “Continue to Feefo” button.

• Once clicked, the client is redirected to Feefo to leave a review.

• Pathway records the action for reporting.

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Known Limitations

• Response Rate Reporting: Feefo Smartlink cannot track how many links were sent or clicked. Only completed reviews are recorded in Feefo.

• One Feefo link per account: Currently, each Pathway account can only be connected to one Feefo Merchant ID.

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Next Steps

• Provide your Merchant ID to your Pathway CSM.

• Update your campaigns with Feefo merge tags.

• Review your workflows to ensure triggers are set within the 90-day window.