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This workflow checks in with each customer on WhatsApp the day after their order arrives, with three one-tap answers. Every customer gets the same invitation to leave a public review, whatever they answer. Customers who say they’re not happy also get an apology and a task for your service team, so you can fix the problem quickly.

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At a glance

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How it works

This diagram shows how each answer is handled. Every path includes the same review invitation.
Don’t send review links only to happy customers. Google’s Maps user-generated content policy doesn’t allow businesses to selectively solicit positive reviews or to offer incentives for reviews, and Trustpilot’s guidelines for businesses ask you to invite customers whatever their experience. This recipe invites everyone in the same way and adds private recovery for unhappy customers.

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Before you start

  • Connect Flowella to HubSpot and store WhatsApp numbers in international format, such as +447700900123. See Phone number format.
  • Use a contact-based workflow. Flowella’s actions only run on contacts, so copy the delivery date and order number from the order or deal to contact properties.
  • Only message customers who agreed to receive WhatsApp messages from you, for example with a tick box at checkout. Meta requires opt-in before you message anyone.
Create these contact properties:

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Create the templates

The check-in asks about one specific order and promotes nothing, so it fits Utility under Meta’s template categorisation guidelines. The review invitation asks for a public review, which promotes your business, so submit it as Marketing. Meta makes the final decision. In the check-in, {{2}} is Order number. In the review invitation, {{2}} is Review link: a link in the body works for every contact, while a URL button can’t take a different link per contact from HubSpot. Don’t use Cancel or Stop as a quick reply label: a tap sends the label as a message, and both are opt-out keywords. See How keyword opt-outs work.

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Build the workflow

1

Set the trigger

Enrol contacts when Order delivered at is known, with re-enrolment on for that property, so each delivery starts a new check-in.
2

Send the check-in

Add Delay for a set amount of time: 1 day. Then add Send WhatsApp Template with the check-in, and map Template Variable 1 to first name and Template Variable 2 to Order number.
3

Wait for the answer

Add Delay until event: Text Reply, for up to 2 days. A quick reply tap counts as a reply.
4

Reply to every answer with the same invitation

Add a Branch on Last WhatsApp reply message (flowella_last_reply_message), matching each button label exactly. The reply opens the 24-hour window, so Send WhatsApp Message can send plain text. End every message with the same sentence: You can leave a public review here: followed by the Review link token.
  • Loved it or It was OK: Edit record to set Order feedback, then send a thank-you.
  • Not happy: Edit record to set Order feedback to Unhappy. Send an apology that says someone will contact them today, then Create task for your service team, due today.
  • Any other reply: Create task for the team to read and answer it in the inbox, then send a short message saying the team will reply soon.
5

Invite customers who didn't answer

On the no-reply path, add Send WhatsApp Template with the review invitation. A template is needed because the 24-hour window may be closed. Map Template Variable 1 to first name and Template Variable 2 to Review link.
6

Catch problems raised later

Add Delay until event: Text Reply, for up to 2 days. If the customer replies, add Create task for your service team to answer in the inbox.

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Test the workflow

Set Order delivered at on test contacts with your own number and shorten the delay. Tap each button once, using a new test contact each time, and check that every reply ends with the same review sentence. Check that Not happy creates a task, and let one contact ignore the check-in to test the review invitation.

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Troubleshooting

Last modified on October 24, 2026