Workflow Guide: Post-Visit Feedback and Review Generation

What This Workflow Does

A couple of hours after a customer's visit, they receive a short feedback form in WhatsApp asking them to rate their experience from 0 to 10 and leave an optional comment. Based on their score, the workflow takes one of three paths:

Promoters (9–10): Thank the customer and send a one-tap link to leave a review on Google, TripAdvisor, or Trustpilot
Passives (6–8): Thank the customer and note the feedback internally
Detractors (0–5): Apologise, collect a little more context through a follow-up form, and trigger a service recovery action such as a discount code or a manager follow-up

The entire journey happens in WhatsApp, in the same conversation thread.

What You Will Need

A Flowella account connected to your HubSpot portal
A WhatsApp Flow template for the initial feedback form (rating 0–10, optional comment field)
A second WhatsApp Flow template for the follow-up form for detractors (what went wrong, how can we make it right)
A HubSpot contact property for the visit date/time (or a deal stage that indicates the visit has occurred)
Your public review page URL (Google Business, TripAdvisor, Trustpilot, etc.)

Step 1: Create Your Feedback Forms

Primary Feedback Form

Create a HubSpot form with:

Overall Rating — number or dropdown: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
Comment — single-line text (optional)

In the Flowella app, connect this form and generate a WhatsApp Flow template. Keep the wording warm and brief: "We'd love to hear how your experience was today."

Follow-Up Form (for Detractors)

Create a second HubSpot form with:

What could we have done better? — dropdown: Food quality, Service speed, Staff friendliness, Cleanliness, Value for money, Other
Any additional detail? — single-line text (optional)
How can we make it right? — dropdown: Discount on next visit, Manager callback, Nothing needed, Other

Generate a second WhatsApp Flow template from this form in Flowella.

Step 2: Create the Workflow

In HubSpot, go to Automations > Workflows and create a new Contact-based workflow.

Set the Trigger

Choose one of:

Deal stage trigger: when the associated deal moves to "Completed" or "Visited"
Date property trigger: based on a visit date property, triggered after the date has passed
Enrolment from another workflow: if you have a booking confirmation workflow (see Booking Confirmation guide), you can enrol contacts from there after the visit is complete

Timing

Add a Delay at the start of the workflow to ensure the message arrives at the right time. For restaurants, 2 hours after the booking end time works well. For hotels, the morning after checkout is more appropriate.

Step 3: Send the Feedback Form

Add a Send WhatsApp Template action (Flowella).

Configure:

Field	Value
Contact Phone Number	WhatsApp phone number property
Template Name	Your primary feedback Flow template
Contact Email	Contact email property
Template Variable 1	First Name
Template Variable 2	Visit date or venue name (if applicable)

Step 4: Wait for the Response

Add a Delay until event occurs action:

Event: Flowella: WhatsApp Forms Integration: Form Completed
Maximum wait time: 48 hours

This gives the customer two days to complete the feedback form before the workflow moves on.

Step 5: Branch on Whether the Form Was Completed

Add a Branch action: Whether or not the event criteria were met.

Path A: Form Completed

The customer submitted feedback. Now branch again based on the score.

Add an If/then branch action using the contact property that stores the rating (populated by the Flowella form submission):

Branch 1: Score is 9 or 10 (Promoters)

Send WhatsApp Message — "Thank you so much, ! We're thrilled you had a great experience. If you have a moment, we'd really appreciate a quick review — it makes a huge difference." Include your review link.
Set contact property — set a "Feedback Segment" property to "Promoter" for future reference.
Optional: enrol in a loyalty or referral workflow.

Branch 2: Score is 6, 7, or 8 (Passives)

Send WhatsApp Message — "Thanks for the feedback, . We're glad you visited and we'll keep working to make your next experience even better."
Set contact property — set "Feedback Segment" to "Passive".
Optional: if the comment field contains specific feedback, create an internal task for review.

Branch 3: Score is 0 to 5 (Detractors)

Send WhatsApp Message — "We're sorry to hear that, . We take this seriously and want to make things right."
Send WhatsApp Template — send the follow-up detractor form (what went wrong, how to make it right).
Delay until event occurs — Flowella: Form Completed (max 24 hours).
Branch on follow-up response:
- If "Discount on next visit" → send a WhatsApp message with a unique discount code
- If "Manager callback" → create a task assigned to the venue manager with full context
- If "Nothing needed" → send a final apologetic message and close
- If no response → create a task for the team to review
Set contact property — set "Feedback Segment" to "Detractor".
Create ticket — open a service ticket with the feedback details for tracking and resolution.

Path B: Form Not Completed

The customer did not respond within 48 hours.

Send WhatsApp Message — a gentle nudge: "Hi , we sent a quick feedback question after your recent visit. If you have 30 seconds, we'd love to hear how it went. No worries if not!"
Delay — 24 hours.
End — do not send further reminders. Two attempts is sufficient for feedback collection.

Step 6: Review and Activate

Before activating:

Test the workflow with internal contacts to verify each branch routes correctly
Confirm the review link in the promoter message is correct and working
Verify that the detractor follow-up form triggers and the responses are captured
Check that the discount code mechanism works (whether a static code, a unique code from a property, or a code generated by another system)

Workflow Diagram

Trigger: Visit completed
    │
    ▼
Delay (2 hours after visit)
    │
    ▼
Send WhatsApp Template (Feedback Flow)
    │
    ▼
Delay until: Form Completed (max 48 hours)
    │
    ├── Form completed ─────────────────────────┐
    │                                            │
    │   Branch on score                          │
    │   ├── 9–10: Thank + review link            │
    │   ├── 6–8: Thank + internal note           │
    │   └── 0–5: Apologise                       │
    │           Send follow-up form              │
    │           Delay until completed            │
    │           Branch on recovery preference    │
    │           ├── Discount → send code         │
    │           ├── Callback → create task       │
    │           └── Nothing → close              │
    │                                            │
    └── Form not completed ────────────────────┐
                                               │
        Send gentle reminder                   │
        Delay 24 hours                         │
        End                                    │

Tips for This Workflow

Keep the initial form to one or two fields. A single rating question with an optional comment is far more likely to be completed than a lengthy survey. Save the detailed questions for the detractor follow-up.

Time the review request carefully. Sending the review link immediately after a high score, while the positive experience is fresh, maximises the likelihood of a review being left.

Track your review conversion rate. Use a HubSpot property to record whether the review link was clicked or a review was submitted. This lets you measure the effectiveness of the workflow over time.

Do not over-message detractors. The service recovery path should feel caring, not aggressive. One apology and one follow-up form is enough. If they do not respond to the follow-up, the task for the team ensures nothing falls through the cracks.

Use the feedback data for reporting. With scores stored as contact properties and feedback segments recorded, you can build HubSpot dashboards showing NPS trends, common complaints, and recovery success rates.