2 hours after the visit or deliveryUtility
csat_v1Hi {{first_name}}, how was your {{service}} today? Reply 1 (poor) to 5 (great).
543 or less
SUPPORT USE CASE
Ask how it went, and hear it while you can fix it.
Send a one-question feedback message after an order, visit or job, and route unhappy replies to a person straight away.
7-day free trial · about 15 minutes to connect your number · Meta bills message charges to you directly (you add a card in Meta)
9:41
Today
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Hi Sarah, how was your initial consult today? Reply 1 (poor) to 5 (great).
10:02 am543 or less
2, took much longer than quoted.
10:14 am ✓✓Sorry to hear that, Oscar. Karen, our service manager, will message you shortly.
10:15 amMessage
Bookings · Visit completed
Illustrative example. Names and details are made up.
FOR SERVICE BUSINESSES
Ask while the visit is fresh.
A short message after an appointment makes it easy to leave feedback or a review.
- Team
- Support
- Starts from
- Google Sheets · Shopify · Zapier
- Goal
- More feedback, faster recovery of unhappy customers, and a clear read on service quality.
- Meta category
- Utility or Marketing, depending on wording
IN PRACTICE
A one-question survey on WhatsApp gets far more answers than an emailed form, and low scores reach a manager while there’s still time to put things right.
THE JOURNEY
How it runs.
- Starts when
- A completed order, visit or job is added to your sheet or reported by Shopify.
- Stops when
- Rating received and routed, or no reply.
- Ask One question: how did we do, 1 to 5? Reply buttons if your template has them.
- Branch 4–5: thank them (and optionally share your review link). 1–3: notify a manager.
- Close Managers follow up personally.
SHEET TRIGGERNew Sheet Row
WAIT2 hours
SEND MESSAGEcsat_v1
WAIT FOR REPLYTimeout: 1 day
CONDITIONReply is “3 or less”
SEND MESSAGEcsat_sorry_v1
NOTIFY MELow score
END FLOWEnd Flow
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
On a low scoreUtility
csat_sorry_v1Sorry to hear that, {{first_name}}. {{manager}} will message you shortly to put it right.
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Customer feedback and CSAT · example sheet
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | first_name | phone | service | staff | manager |
| 2 | Oscar | +61 4•• ••• | Car service | Karen | Karen |
| 3 | Pia | +61 4•• ••• | Dinner for 4 | Tom | Rosa |
| 4 | Ali | +61 4•• ••• | Delivery | Van 3 | Jo |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- TriggerNew Sheet Row
Completed visits or orders.
- Wait2 hours
- Send Messagecsat_v1
- Wait for ReplyTimeout: 1 day
- ConditionReply is “3 or less”
- Send Messagecsat_sorry_v1
Low-score path.
- Notify MeLow score
The manager follows up personally.
- End Flow
On reply
High scores get a thank-you; low scores alert a manager.
On timeout
No reminder. One question only.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Long surveys.
- Not following up low scores within hours.
- Only sending review links to happy customers.
The moment
A customer had a disappointing visit and is about to tell their friends, not you.
Feedback emails get few replies, and when they do arrive the moment to fix things has passed.
Data you need
- First name
- WhatsApp number
- Order, visit or job
- Staff member
- Date
Measure
- Response rate
- Average score
- Low scores followed up
- Time to follow up
Good practice
- One question only.
- Follow up low scores within hours.
- Share what you changed.
Works for
Free PDF- Automotive service
- Hospitality
- Clinics
- Retail and delivery
Customer feedback and CSAT playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Can I track scores over time?
Replies are stored with each conversation. Export them to your sheet for trend reporting.
Can I send happy customers to a review site?
You can share your review link, but many review platforms don’t allow asking only happy customers. Consider sending the link to everyone.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
Marketing
Review requests
The best time to ask for a review is right after a good experience. A WhatsApp message with a direct link makes it easy for happy customers to say so.
Google Sheets · Shopify · ZapierSee the journey →SupportShared inbox for customer questions
Bring WhatsApp questions into one shared inbox with the customer’s details and journey history, so your team replies fast and nobody answers twice.
Google Sheets · Zapier · ShopifySee the journey →SupportPost-purchase care
After a purchase or service, send setup tips, care guidance and a way to ask questions, so customers get value and come back.
Shopify · Google Sheets · ZapierSee the journey →IN THE APP
How this runs in ConvoHut.
A new row or form entry starts the journey, then replies decide the next step.
A journey running step by step
LIVE NOW · 7-DAY FREE TRIAL
More sales from every conversation.
WhatsApp marketing, sales and support from your own number. 7-day free trial, free onboarding and Meta verification help.
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- Hosted on AWS
- Australian company
- Your number stays yours
