Asking every customer for a public review is a gamble. This workflow runs a quick temperature check in WhatsApp first, then sends a public review link only to customers who are clearly happy, while routing unhappy customers into private recovery before they post.
At a glance
| |
|---|
| Trigger | Purchase, delivery, or service completed |
| Channels | WhatsApp |
| Templates | Temperature-check Flow plus follow-up |
| Platforms | HubSpot |
What this workflow does
After a positive milestone, the customer gets a one-tap “how was it” question. Happy responses receive a public review link (Google, Trustpilot, or similar) while the goodwill is fresh. Unhappy responses skip the public ask entirely and instead open a private recovery conversation and a service task, so problems are fixed rather than published.
What you will need
- A WhatsApp Flow template for the temperature check (happy or not)
- Your public review page URL
- A follow-up template for recovery, and a feedback segment property
Workflow steps
- Trigger deal or order marked complete, or enrolment from a fulfilment or service workflow.
- Send temperature check a single one-tap question shortly after the milestone.
- Wait for completion delay until Form Completed, up to 48 hours.
- Branch, happy send the public review link with a short thank-you, set segment to Promoter.
- Branch, not happy do not send a public link. Open a recovery message, create a service task, and optionally assign a Customer Agent. Set segment to Detractor.
- Branch, no response one gentle nudge, then end.
Tips and gotchas
Never send a public review link before the temperature check. The whole point is to earn reviews from happy customers and to catch unhappy ones privately first.
