Customizing the Review Request Emails

Review request emails are your main channel for collecting reviews from your customers. Loox schedules and sends these emails to your customers automatically.
Through your Loox settings, you can customize your Loox emails. This includes their logo, subject line, email text, email footer, and the design of the email.
In this article, we'll detail the different ways you can edit and customize your Loox emails.


Loox enables you to add your brand's logo to the emails Loox sends to your customers (eg. review requests).

To add your logo to review request emails, enter the image URL of your logo in the General Appearance settings, under Settings - Branding in your Loox admin:

If you don't have a URL and would like to generate one, follow these instructions:

  1. Go to your Shopify Files menu
  2. Click "Upload files" and select your logo image
  3. Once the upload is complete, Shopify will display its URL
  4. Copy the URL and paste it into your Loox app settings:

If you find that the logo is too large, you can re-size it using the online tool here.

Loox enables you to add a custom banner image at the top of Loox emails. You can see how they look like in the examples below, or in this interactive slideshow.

Changing the banner image is available on the Growth plan and up. Click here to upgrade your plan.

To add a banner to your Loox emails, Toggle the Email banner setting inside your Email appearance settings, which can be found under the Settings - Branding section: 

Then, you can upload an email banner for each of your Loox Emails, through each one's respective settings.

These Loox Emails settings can be found inside the Settings - Collect Reviews section:

Banners need to be added separately for every Loox email, allowing you to use different banners across different stages of the customer's journey with Loox. Banner images must be uploaded in JPG, PNG, or GIF format, up to 5 MB. Header image will be displayed in 500px width. For best results, upload an image between 500-1200px wide.

Editing the Subject Line

Loox enables you to add your own brand voice to emails by customizing the Email subject field. You can edit each email's subject line through their respective email settings, located inside the Settings - Collect reviews section of your Loox admin. 

  • Use [name] or [last_name] as a placeholder for the customer's first or last name where you want those to appear:

    For example, if you choose the following subject line:
    [name], please review your purchase!

    John Smith will see it as:
    " John, please review your purchase!"

    If you choose the following subject line:
    Mr. [last_name], please review your purchase!

    John Smith will see it as:
    "Mr. Smith, please review your purchase!"
  • Use [order_number] where you want the customer's order number to appear:

    For example. if you choose the following subject line:
    Order # [order_number], please review your latest purchase!

    The customer will see it as:
    "Order # 4626, please review your latest purchase!"

If you leave the Email subject field empty, the default subject is:
Order # [order_number], please review your latest purchase

Customizing the Email Appearance

Loox enables you to customize your emails to match your brand's look and feel: 

This feature is available on the Growth plan and up. Click here to upgrade your plan.

You can use one of the default options which is either Boxed or Modern. The Boxed option will display a grey background surrounding the actual email, while Modern will have a white background and bigger font.



Through your Email appearance settings, under the Branding Settings section of your Loox admin, you can choose Custom to customize different elements of your Loox emails including:

  • Email's background-color
  • Text's background-color
  • Text's color
  • Button's background-color
  • Button's border-color
  • Button's title color
  • Email's font & font size

Follow these steps to configure your Loox emails' appearance:

  1. To change your email colors and font, change the Appearance field of the Email appearance section of your Loox settings to Custom:
  2. You will then be able to choose the exact color code you want for each field that appears below:

All changes will apply to all Loox emails sent to your customers including:

  • Review request emails
  • Review request reminders
  • Photo reminder emails
  • Discount code emails

You can add an email footer note to the bottom of all your Loox emails. 

You can use this footer section to add contact information or other details without detracting from the email's content. Additionally, in some localities, you might need to display required information in the email footer (such as the business' address). 

You can add the footer information through your Loox admin, under the Settings - General section:

Viewing a Sample of the Review Request Email

To check how your review request email looks, click the View Sample button which will display an example review request email:

Note: Placeholders (like [name]) will not work on sample emails.
The product displayed is an example and will be replaced by the product the customer bought.

To test how it looks like in an actual email, press the To yourself button at the bottom of each Email's settings page, which can be found inside the Settings - Collect Reviews section:

This will send an example email to the address listed on your Shopify account:

Loox schedules and sends one review request email per order. If a customer purchases multiple products in one order, Loox bundles these requests and sends them in one email.
The only exception is if certain products were fulfilled on different days.
In that case, Loox will send separate emails (X days after each item's respective fulfillment date).