WhatsApp chatbot template: feedback collection
A link to a ten-field form gets ignored. One tap gets answered. The branch that matters is the unhappy one: it should reach a person before it reaches a review site.
The goal
Get a real response rate, and catch unhappy customers in time.
The flow, node by node
- Wait
Wait until it makes sense to ask
A few hours after a visit, a day after a delivery. Asking too early gets an answer about the wrong thing.
- Send template
Ask with one question and three buttons
Utility — it is a follow-up on a service they received. Attaching a prize draw would make it marketing and make the answers less honest.
- Buttons
Good / Okay / Poor
Three buttons, not a 1-10 scale. Scales produce sevens.
- Condition
Branch on the answer
This is the entire flow. The same follow-up for all three answers wastes the good ones and loses the bad ones.
- Send message
Good → ask for a public review
That is great to hear, thank you. If you have a moment, a public review genuinely helps a small team.
यह सुनकर अच्छा लगा, धन्यवाद। समय हो तो एक सार्वजनिक समीक्षा हमारी छोटी टीम के लिए बहुत मायने रखती है।
- Ask a question
Poor → ask what went wrong
I am sorry. What went wrong? A sentence is enough and someone will read it today.
हमें खेद है। क्या गलत हुआ? एक वाक्य काफी है, आज ही कोई इसे पढ़ेगा।
- Set attribute
Record the score and the reason
Scores alone are a chart nobody acts on. Scores with reasons are a list of things to fix.
- Hand off to a human
Poor → straight to a person
Not a queue. The window in which a complaint can still be recovered is measured in hours.
Where this usually goes wrong
- Sending the same thank-you to a one-star and a five-star.
- Asking for a review before knowing whether they are happy. That is how you collect bad ones.
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