At a defined point in the journey (a resolved ticket, a delivered project, or a recurring schedule), the customer receives a simple NPS or CSAT question in WhatsApp. They tap a score and optionally add a comment, and the workflow segments them and takes a different automated action for each group.
At a glance
| |
|---|
| Trigger | Ticket closed, project delivered, or schedule |
| Channels | WhatsApp |
| Templates | Survey Flow |
| Platforms | HubSpot |
What this workflow does
The customer gets a one-tap score from 0 to 10 with an optional comment. Responses are stored as properties and segmented into Promoters, Passives, and Detractors, each with its own follow-up: promoters are invited to review or refer, passives are acknowledged and logged, and detractors trigger a service ticket and recovery. The survey date is recorded so contacts are not re-surveyed too soon.
What you will need
- A WhatsApp Flow template for the survey (score 0 to 10, optional comment)
- Properties for the latest score, the segment, and the survey date
- Suppression rules for recent respondents, opt-outs, and active tickets
Workflow steps
- Trigger event-based (ticket closed, deal delivered) or time-based (survey date more than 90 days ago) with a known WhatsApp number.
- Send survey personalised with first name and company.
- Wait for completion delay until Form Completed, up to 7 days.
- Set survey date update the survey date to today regardless of completion.
- Branch on score:
- Promoters (9 to 10) thank, then after a short delay invite a review, testimonial, or referral.
- Passives (7 to 8) thank and log; if a comment was left, create a task for the account manager.
- Detractors (0 to 6) apologise, create a service ticket with the score and comment, notify internally, and optionally assign a Customer Agent.
- Branch, not completed send one gentle reminder after 7 days, then end.
Tips and gotchas
With scores in HubSpot properties you can report NPS over time, response rate, segment mix, and score by owner or lifecycle stage. Suppress anyone surveyed in the last 90 days to avoid fatigue.
