> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Smart Review Triage

> Run a WhatsApp temperature check first, send public review links only to happy customers, and route unhappy ones into private recovery.

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

1. **Trigger** deal or order marked complete, or enrolment from a fulfilment or service workflow.
2. **Send temperature check** a single one-tap question shortly after the milestone.
3. **Wait for completion** delay until Form Completed, up to 48 hours.
4. **Branch, happy** send the public review link with a short thank-you, set segment to Promoter.
5. **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.
6. **Branch, no response** one gentle nudge, then end.

## Tips and gotchas

<Warning>
  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.
</Warning>