Video testimonials let your customers collect short video clips from their own happy customers, not just written reviews. A real face and a real voice tends to convert far better than text, so this is one of the strongest pieces of social proof you can offer.
Videos are collected through the feedback form, processed and moderated inside the platform, and then displayed in the Wall of Love widget. This guide walks through the full setup from the agency side, including the one settings mistake that quietly breaks the whole thing.
How video testimonials work end to end
Before changing any settings, it helps to understand the flow so you know what each step is for.
- A customer opens the feedback form and chooses to leave a video
- They record straight from their phone or computer camera, or upload a video they already have
- The platform processes the video in the background and creates a thumbnail
- The video lands as pending so the business can watch it and approve or reject it
- Approved videos appear in the Wall of Love widget and can be played and downloaded from the Reviews area
Video testimonials are stored under the built-in Testimonials review source. That single fact is the reason for the most common setup mistake, covered further down in this guide.
Step 1: Enable video testimonials on the plan
Video testimonials are controlled per customer plan, so you decide which plans include them. Go to `Business -> Billing & Revenue -> Custom Plans`, open the plan you want to edit, then open the `Review Tools` tab.
Find the `Video Testimonials` option and set the access level you want for that plan.
- Enabled: the customer gets video testimonials and can switch the option on inside their feedback form
- Show as upgrade: the option is visible but locked, which is useful for nudging customers toward a higher plan
- Hidden: the option is removed completely for customers on this plan
Set this to Enabled on any plan where you want customers actually collecting video. Show as upgrade and Hidden both mean the customer cannot collect video on that plan.
Step 2: Allow the Testimonials source on the plan
This is the step that catches people out. Video testimonials are saved under the built-in `Testimonials` review source. If that source is not allowed on the plan, the customer can never connect it, so the feedback form has nowhere to put the video and nothing shows up.
In the same plan editor, open the `Integrations` tab and look at `Allowed Review Sources`. If you have curated a specific list of sources rather than allowing everything, make sure `Testimonials` is one of the selected sources.
- If you allow all review sources, Testimonials is already included and you are fine
- If you only selected a handful of sources such as Google and Facebook, check that Testimonials is also selected
- If Testimonials is not selected, the customer cannot collect written or video testimonials at all
If you turn on Video Testimonials but leave Testimonials out of the allowed sources, the plan editor now shows a warning. If you see it, select Testimonials in Allowed Review Sources and save. This is almost always the reason video testimonials appear to do nothing.
Step 3: How the customer collects videos
Once the plan allows it, the customer turns video on inside their feedback form. They go to `Grow -> Review Tools -> Feedback Forms`, open or create a form, and enable the video testimonial option in the builder.
From then on, people leaving a testimonial can record or upload a video instead of only typing. The recorder is built mobile first, since most people will film themselves on a phone, and it uses the native camera on iOS and Android for a familiar experience.
- Customers can record in the moment or upload an existing clip
- Recording works on desktop and mobile, with mobile using the phone camera directly
- There is nothing extra to install, it is part of the feedback form
This is a customer-side screen. Because you are in your agency account, you can reach it two ways: switch the sidebar from the `Agency` tab to the `Customer` tab and use the location switcher to pick the customer or location — this is quickest and ignores the customer's plan limits, which is handy for done-for-you setups or granting access beyond a plan; or go to `Business -> Customers -> Manage Customers` and choose `Login as customer` for their exact experience with plan limits applied.
Step 4: Approve videos before they go public
Every video comes in as pending so the business stays in control of what gets shown. The customer reviews each one and decides whether to publish it.
In the Reviews area there is a `Pending Videos` filter that lists everything waiting for a decision. From there the business can play the video, approve it to make it public, or reject it. Approved videos can also be downloaded from the review, which is handy for ads, social posts, or the website.
- Only approved videos are ever shown publicly
- Rejecting a video removes it so it is not displayed
- Videos can be played and downloaded from the Reviews area and the dashboards
Step 5: Show videos in the Wall of Love widget
Approved video testimonials are displayed using the Wall of Love widget, a clean grid that mixes text and video reviews into one scrolling wall of social proof. Create it from `Display -> Social Proof -> Widgets` and choose the Wall of Love type.
Videos play in place inside the wall, with a full screen view for a closer look, and the wall loads more as visitors scroll so even a large collection stays fast.
For now, video testimonials display in the Wall of Love widget only. Other widgets still work and will show text reviews as normal, they just will not play video yet.
Want video in another widget?
We plan to look at bringing video into more widgets over time. The Wall of Love was the natural place to start because it is where video looks its best.
If there is a specific widget you would love to see support video, submit it to the roadmap and let us know. The more requests a widget gets, the sooner it moves up the list.