At a glance
How it works
The recipe uses two workflows: one asks for feedback, the other handles every answer. This diagram shows both.Before you start
- Connect Flowella to HubSpot and store WhatsApp numbers in international format, such as
+447700900123. See Phone number format. - Use contact-based workflows. Flowella’s actions only run on contacts, so if bookings are deals or another object, copy the visit details to contact properties. Set Last visit end when the guest leaves or checks out.
- Only message guests who agreed to receive WhatsApp messages from you, for example when they booked. Meta requires opt-in before you message anyone.
- Sync a HubSpot guest feedback form to a WhatsApp Flow and create a template from it. See Send the Flow to customers. Keep the form to two fields.
The workflow uses the standard bands: promoters score 9 or 10, passives 7 or 8, and detractors 0 to 6.
Create the templates
Both templates ask about one specific stay or visit and promote nothing, so they fit Utility under Meta’s template categorisation guidelines. Adding offers would make them Marketing. Meta makes the final decision.{{1}} is the first name and {{2}} is Venue. The review invitation goes out as plain text after the guest submits the form, so it needs no template.
Build the workflows
1
Start the feedback workflow
Create a workflow that enrols contacts when Last visit end is known, with re-enrolment on for that property.
2
Wait for the right moment
For restaurants, add Delay for a set amount of time: 2 hours. For hotels, add Delay until a date instead: 1 day after Last visit end, at 10:00.
3
Ask for feedback
Add Send WhatsApp Template with the feedback request. Map Template Variable 1 to first name and Template Variable 2 to Venue.
4
Remind once
Add Delay until event: Form Completed, filtered by Form Name equal to your feedback form, for up to 24 hours. On the timed-out path, add Send WhatsApp Template with the reminder. Use a template, because the 24-hour window may be closed.
5
Start the answers workflow
Create a second workflow that enrols on Form Completed, filtered by the same Form Name, with re-enrolment on. It handles answers to both messages. Form Completed fires only for WhatsApp Flow submissions and records only the form name, so branch on the properties the form wrote.
6
Thank every guest and invite a review
Add a Branch on Visit rating with three paths: 9 or 10, 7 or 8, and 0 to 6. On each path, add Edit record to set Feedback segment, then Send WhatsApp Message. The form submission opens the 24-hour window, so plain text works. End every message with the same sentence:
You can leave a public review here: followed by the Venue review link token.- 9 to 10 and 7 to 8: open with a thank-you. For a 7 or 8 with a Visit comment, add Create task for the venue manager.
- 0 to 6: open with an apology and say the manager will call today. Then add Create task for the venue manager, due today, with the rating and comment in the notes.
Test the workflow
Set Last visit end on a test contact with your own number and shorten the delay. Submit a rating from each band with separate test contacts, and check that every reply ends with the same review sentence and that low ratings create a task. In the enrolment history, failed steps show Flowella’s reason and error code.Troubleshooting
Related
- NPS and CSAT surveys: regular surveys for all customers.
- Reviews and recovery: a one-tap check-in after an order.
- HubSpot workflow actions: every Flowella trigger and action used here.
- Inbox: reply to guests yourself while the window is open.