flow

Use Cases / Smart Review Triage

Review requests that protect your rating.
Smart reputation triage on WhatsApp.

Ask a simple recommendation question first, send happy customers to the public review link, and route unhappy customers into private recovery before the complaint goes public.

3.8xPublic review volume

+0.4Average rating

62Bad reviews avoided

Platform

HubSpot

Category Marketing Support Communication

Industry B2B SaaS Professional Services Healthcare

Workflow steps

Trigger: Service complete + 7d
Channels: WhatsApp + HubSpot
6 steps - branched

The workflow

The smart review triage blueprint.

Trigger after the experience settles, ask whether they would recommend you, branch happy customers to public review and route unhappy customers into private service recovery.

Build it in Flowella now Try the review view

app.flowella.io / workflows / smart-review-triage

WhatsApp templates

Copy that routes the review.

Three templates run the review path: temperature check, public review CTA, and private recovery.

tmpl_review_temp_v2 Temperature check

Start

Your Brand

Hi , would you recommend us to a friend?

14:32✓✓

Yes, definitely Not really

Business · online

CategoryMarketing

Localeen_GB

tmpl_review_public Public review CTA

Happy

Your Brand

Thanks - that means a lot. Would you share that publicly?

14:32✓✓

Leave a review

Business · online

CategoryMarketing

Localeen_GB

tmpl_review_recovery Private recovery

Not happy

Your Brand

Sorry we missed the mark. Can we put this right privately?

14:32✓✓

Tell us what happened Ask for a call

Business · online

CategoryUtility

Localeen_GB

What it does

Five things that improve reputation without gaming it.

Asks after the moment settles - seven days gives a fairer answer than a same-day ask.

Starts with temperature - one question separates happy customers from customers who need help.

Deep-links reviews - public review CTAs go directly to the right place ID.

Keeps recovery private - unhappy customers get a human path, not a public nudge.

Tracks conversion - HubSpot records tap-to-review and recovery outcomes.

Deep dive

Why smart review triage works.

The best review flows ask the right people at the right moment and give unhappy customers a private route to resolution.

01 Why review asks fail

Blanket review requests send unhappy customers to public channels and force happy customers through too many steps.

Silent after "yes" — wire your Flow to the CRM milestone (donation cleared, booking confirmed, ticket closed) and let the thread go quiet the instant the job is done. No duplicate ask, no nudge — one trustworthy conversation people actually open next time.

02 How to enhance it

Add Google place-ID links, recovery SLAs, sentiment tagging, tap-to-review attribution, and owner alerts for private complaints.

03 Gotchas

Do not hide legitimate negative feedback, avoid fake gating, keep recovery genuine, and measure submitted reviews rather than just taps.

The point: the public review path is for advocates; the private path is for fixing problems.

Proof

What it looks like in the wild

CLIENT
LOGO

Independent estate agent

Manchester, UK

Public rating went up because complaints finally had a private recovery route.

Emma Wallace

Managing Partner

3.8xReviews per quarter

4.8★Public rating

62Bad reviews avoided

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Review requests that protect your rating.Smart reputation triage on WhatsApp.

The smart review triage blueprint.

Copy that routes the review.

Five things that improve reputation without gaming it.

Why smart review triage works.

01 Why review asks fail

02 How to enhance it

03 Gotchas

What it looks like in the wild

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Install Flowella and ship the review triage path first.

Review requests that protect your rating.
Smart reputation triage on WhatsApp.