Agency handover
Get Testimonials Back From an Agency
The agency collected your testimonials, filmed your customer videos and set up the widget on your site. Now the contract is ending, and all of it lives in their accounts, their drives and their inbox. Before the last invoice is paid, use this checklist to ask for everything you need, then rebuild the library in an account your business owns.
- What to ask the agency for, item by item
- Which testimonials need a fresh yes from you
- How to rebuild the library in your own account
The problem, solved
Why testimonials get stuck with an agency, and how StoryProof rebuilds them
Our written testimonials are in their tool
The quotes sit in a platform the agency pays for. You can see them on your site but you have no copy of your own.
With StoryProof: Ask for a spreadsheet of them. On upload you match its columns to reviewer name, review text, rating, company, job title and date; only the name is required.
The customer videos are on their drive
The agency filmed and edited them, and the only copies are in their shared folders and editing software.
With StoryProof: Ask for the final video files. Video files you already have can be uploaded directly into StoryProof.
Customers agreed to the agency, not us
The release or the request email named the agency. You are not sure that consent carries over to your business using the quote alone.
With StoryProof: Send those customers a collection link of your own. They can confirm by recording, writing or leaving an audio note, and that answer arrives in your account with the testimonial.
The widget on our site is theirs
The embed code points at the agency’s account. When they cancel it, the testimonials section on your homepage goes blank.
With StoryProof: Build a widget in your own account and replace their code with yours: two lines of HTML, a div with the widget id and the async embed.js script.
We do not know which ones are still fine
Some quotes are years old, from people who have moved on. Bringing everything back at once risks republishing the stale ones.
With StoryProof: Uploaded testimonials stay unpublished until you approve them, so you can bring everything in and approve only what you still want to show.
Flip the switch to see how StoryProof handles each one.
Handover checklist
What to get from the agency before the contract ends
Tick each item once you have it in a folder your business controls, not just a link into the agency’s drive.
Your ticks stay in this browser tab. Nothing is sent to us or to the agency.
What each piece becomes in your account
A CSV export can be uploaded and its columns matched to reviewer name, review text, rating, company, job title and date. Only the name is required.
In StoryProof
Rebuild the library in an account you own
- 1
Upload the written testimonials
Upload the spreadsheet and match the columns. Leave out rows with no name.
- 2
Upload the video files
Add each final video file directly, then tag it with the customer or project so it can be found beside their written quote.
- 3
Re-confirm consent that named the agency
Add those customers as contacts and send a collection link. Approve their testimonial only once they have confirmed with you.
- 4
Swap the widgets on your site
Build a widget for each placement, choose its testimonials and replace the agency’s code with yours on every page on the list.
- 5
Tell the agency they can close the account
Only after every page shows your widget. Then ask them to confirm in writing that they have deleted their copies, if your contract requires it.
What happens next: Imported reviews count toward the same monthly allowance as collected ones: Free 25, Starter 100, Pro unlimited.
Before you start
What StoryProof cannot do in a handover
What this does not cover, and what to check on your side. Better to know now than after launch.
- 01
It cannot pull from the agency’s accounts
StoryProof does not reach into another company’s tool or drive. Everything comes back as files the agency gives you.
- 02
No account transfer between companies
This page does not claim a way to move a library from an agency’s StoryProof account to yours. Rebuild from the handed over files.
- 03
Ownership is set by your contract
Whether raw footage or interview notes are yours depends on what you signed with the agency. The software cannot settle that.
- 04
Some customers will not reply
If a testimonial depended on consent given to the agency and the customer does not confirm with you, leave it unpublished.
FAQ
Questions people ask
Short answers to what usually comes up next.
Are testimonials collected by our agency ours?
Usually the content was made for you, but it depends on your contract and on what customers agreed to. Check both before you rely on any of it.
What if the agency will not hand anything over?
Your published pages still show the quotes, and you know who your customers are. Ask those customers directly, through your own collection link, for a new testimonial.
Do we need to ask customers again?
Only where their agreement named the agency rather than your business, or where you cannot find any record of it. A short confirmation through your link settles it.
Will our site lose its testimonials during the switch?
Not if the agency’s account stays live until your replacement widgets are on every page. Agree that date before anything is cancelled.
Still have a question? Ask the StoryProof team or book a demo.
Own your testimonial library
Rebuild what the agency hands back in an account in your business’s name, and approve each one before it goes live.
Last updated 2026-11-07.