At a glance
How it works
The recipe uses two workflows: one sends the survey and a reminder, 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 survey data from tickets or deals must be copied to the contact first.
- Only survey customers who agreed to receive WhatsApp messages from you. Meta requires opt-in before you message anyone.
- Sync a HubSpot survey form to a WhatsApp Flow and create a template from it. See Send the Flow to customers.
A radio select gives one tap per score. Report NPS from NPS segment: the percentage of promoters minus the percentage of detractors.
Create the templates
A survey sent on a schedule is Marketing: Meta’s template categorisation guidelines won’t approve a general request for feedback as Utility. A survey about one specific, recent interaction, such as a ticket you closed today, can be Utility if it contains no promotion. Meta makes the final decision.{{1}} is the first name.
Build the workflows
1
Build the due-for-survey list
Create an active list of customers with a WhatsApp number whose Last NPS survey date is unknown or more than 90 days ago. Exclude contacts with an open ticket.
2
Start the survey workflow
Create a workflow that enrols contacts when they join the list, with re-enrolment on. Add Edit record to set Last NPS survey date to today. This also takes the contact off the list until 90 days have passed.
3
Send the survey
Add Send WhatsApp Template with the NPS survey, and map Template Variable 1 to first name.
4
Remind once
Add Delay until event: Form Completed, filtered by Form Name equal to your survey form, for up to 3 days. On the timed-out path, add Send WhatsApp Template with the reminder. A template is needed because the 24-hour window may be closed. Don’t send any more reminders.
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 the survey and the reminder. Form Completed fires only for WhatsApp Flow submissions and records only the form name, so branch on the properties the form wrote.
6
Sort and follow up
Add a Branch on Latest NPS score. On each path, add Edit record to set NPS segment. The form submission opens the 24-hour window, so Send WhatsApp Message can reply with plain text.
- 9 or 10, Promoter: send a thank-you. The Refer a friend recipe can start from this segment.
- 7 or 8, Passive: send a thank-you. If NPS comment is known, add Create task for the account manager.
- 0 to 6, Detractor: send an apology that says who will be in touch, then Create task for the account manager or service team with the score and comment in the notes.
Test the workflow
Add a test contact with your own number to the list. Submit a score from each band, using a new test contact each time, and check NPS segment, the reply and any task. Let one contact ignore the survey to check the reminder. In the enrolment history, failed steps show Flowella’s reason and error code.Troubleshooting
Variations
CSAT after a closed ticket. Use a ticket-based workflow to copy the ticket number to a property on the associated contact when the ticket closes, then enrol the contact on that property. Use a separate form with a 1 to 5 score and a template that names the ticket, such asHi {{1}}, we closed your request {{2}}. How did we do?. It can be Utility because it asks about one interaction.
Related
- HubSpot workflow actions: every Flowella trigger and action used here.
- Hospitality feedback: a feedback recipe for hotels and restaurants.
- Template variables: fallback values and mapping from HubSpot.
- Reporting and dashboards: report on WhatsApp activity in HubSpot.