Catch the bad night while you can fix it. Feedback on WhatsApp.

Two hours after a visit, or the morning after a stay, ask guests two quick questions on WhatsApp. Happy guests get a review invite, and anyone less happy hears from the manager first.

Get started free Try a live Flow on WhatsApp (opens in a new tab)
Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
A visit, a stay or a QR code on the bill
Channel
WhatsApp, with every answer in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the guest.

Maya, a guest, has lunch, stays the night or scans the code on her bill. Each step shows what she sees on WhatsApp and what lands on her HubSpot record, from the ask to the reply. Your answers in the Flow decide which way the branch goes.

Flo pointing along one of three signpost arrows, the way the branch sends each guest down one path
Hospitality FeedbackStep 1 of 5
  1. Where Maya comes from

  4. Yes, 80 or more: invite a review

    No, under 80: the manager replies

  5. Review: review_invite, while it’s fresh

    Recovery: manager_reply and an owner

The Acme InnBusiness account
Sample data

Today

Maya Collins+44 7700 900763
Sample data

Properties

visit_source
table_bookingLunch for two, today
visit_rating
No value
return_intent
No value
visit_comment
No value
feedback_score
No value
feedback_segment
awaiting_feedback
hubspot_owner_id
No value

Activity

    2 of 7 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The post-visit feedback blueprint.

    A visit, a two-tap Flow, then one branch: happy guests get a review invite and everyone else hears from the manager first. You build it in a HubSpot workflow, from Flowella’s WhatsApp triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerA visit, a stay or a QR scan

      Your booking system writes the visit to HubSpot, or a guest scans the code on the bill.

    2. Delay2 hours after a visit

      Or the morning after checkout for a stay. A QR scan gets the ask at once.

      Two hours, not two days

      Soon enough to remember the meal, late enough to be home. The next morning for a stay.

    3. Send WhatsApp TemplateThe ask

      feedback_request, with the Flow button “Rate your visit”.

    4. Delay until event happensForm Completed, up to 2 days

      The answers land as visit_rating, return_intent and visit_comment.

      No answer in 2 days: one gentle nudge, then the workflow ends.

      Two taps, then words

      A rating and a return question first. The comment is optional, and it’s where the detail lives.

    5. BranchIs feedback_score 80 or more?

      Rating and return add up to the score: up to 60 and 40 points.

      The manager hears first

      Under 80 goes to a named person before anything else, while there’s time to fix it.

    6. Yes
      Send WhatsApp TemplateThe review invite

      review_invite, with your review page as the link

      Add to static segmentPromoters

      Guests to invite back, by venue and season

      GoalPromoter tagged

      feedback_segment set to promoter

      No
      Rotate record to ownerThe venue manager

      A named person who can put it right

      Send WhatsApp TemplateThe manager’s reply

      manager_reply, so the guest can say what happened

      GoalRecovery, then the same link

      Once the manager has replied, the same review invite follows

      Link the review page

      Send your venue’s own review page, not your homepage, so it’s one tap.

      Never gate reviews

      Google’s rules bar asking only happy guests, so every guest gets the same link in the end.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that gets an honest answer.

    Three WhatsApp templates and the Flow they open carry the play. Every guest gets the same review link in the end; the branch only decides who hears from the manager first.

    Show the messages as

    • feedback_requestMarketingEnglish (UK)Sample data

      Sends 2 hours after a visit, the morning after a stay, or straight back to a scan

      How was your visit?Hi {{first_name}}, thanks for coming to {{venue_name}}. Two taps tell us how it went, and a real person reads every answer.Reply STOP to opt outRate your visit
      How was your visit?Hi Maya, thanks for coming to The Acme Inn. Two taps tell us how it went, and a real person reads every answer.Reply STOP to opt outRate your visit

      Asks while the visit is fresh, in two taps, and says a person reads it.

    • visit_feedbackWhatsApp Flow1 screenSample data

      Opens from the ask’s button, synced from your HubSpot form

      The Flow, Rate your visit: how was your visit overall (brilliant, good, could be better, not good), would you come back (definitely, maybe, unlikely) and an optional question, what stood out.

      Maya’s Flow, with good and definitely chosen, and the optional question left blank.

      Rating and return as taps, a comment optional. Each answer lands as its own property.

    • review_inviteMarketingEnglish (UK)Sample data

      Sends when feedback_score is 80 or more

      Thank you for comingThanks again, {{first_name}}. If you have a minute, an honest review helps other guests decide where to eat and stay.Reply STOP to opt outLeave a review
      Thank you for comingThanks again, Maya. If you have a minute, an honest review helps other guests decide where to eat and stay.Reply STOP to opt outLeave a review

      One review link while the visit is fresh, and the same link for every guest.

    • manager_replyUtilityEnglish (UK)Sample data

      Sends when feedback_score is under 80

      Thanks for telling us, {{first_name}}. {{rep_name}}, our general manager, would like to hear what we could do better. Reply here and he’ll pick it up personally.Tell the manager
      Thanks for telling us, Maya. Ben, our general manager, would like to hear what we could do better. Reply here and he’ll pick it up personally.Tell the manager

      A named manager in the same chat, while there’s still time to put it right.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five things that tell a good night from a bad one.

    The play captures all five. The answers land in custom properties the play creates, next to Flowella’s own events, so a workflow can read them.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalWarning signGood signLands in HubSpot as
    Whether they’d come backThe surest sign of a good night, and the guests to invite back first. Unlikely Definitely return_intent
    How the visit wasOne tap tells you who to thank and who needs the manager. Not good Brilliant visit_rating
    What stood outThe detail behind the score, in the guest’s own words. Left blank A named moment visit_comment
    How fast they open itFlowella logs how long the ask took to read. Minutes beat days. Read days later Read in minutes timeToReadSecondsOn the Message read event
    Whether they finishOnly a finished Flow fires Form Completed, so every branch starts from a real answer. Opened, then left Every question done Form CompletedThe Flowella trigger

    Why WhatsApp feedback works.

    Feedback only helps if it arrives while you can still act. WhatsApp asks soon after the visit, and the answer lands in HubSpot with a manager’s name on it.

    • Why speed matters

      Guests remember the meal and the service on the way home, not a week later. Asking within hours gets honest answers, and gives the manager time to reply while it still matters.

    • How to enhance it

      Tag answers by venue, shift or season, send promoters a reason to come back, thank passives quietly, and let managers reply from the HubSpot inbox through Flowella’s channel.

    • Gotchas

      Don’t gate reviews: Google’s rules bar asking only happy guests, so everyone gets the link. Skip no-shows and cancellations, respect quiet hours and honour STOP replies.

    The point: a bad night ends in a conversation with the manager.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Hospitality Feedback is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    Vol. 01

    The HubSpot + WhatsApp Playbook

    Workflows that actually convert.

    • Each play on a two-page spread
    • The WhatsApp copy, ready to paste
    • Blueprints you can build in HubSpot

    flowella.ioField manual

    Page 1 of 3The cover

    Browse playbooks by what you do.

    Twenty plays, each a working blueprint. These six sit closest to guest feedback.

    Browse all playbooks

    This play is filed under Support Customer success Get feedback Hospitality

    • Smart Review Triage

      Check in privately on WhatsApp first, invite a public review while the goodwill is fresh, and give unhappy customers a manager first, with the review link still open to them.

      • Marketing
      • Support

    • NPS / CSAT

      Collect two-tap CSAT or NPS answers on WhatsApp, thank happy customers, and route every unhappy one to a person and a HubSpot ticket.

      • Support
      • Customer success

    • Appointment Reminders

      Cut no-shows with WhatsApp appointment confirmations, timed reminders, prep requests, self-serve reschedule, and attendance follow-up.

      • Sales
      • Support

    • Re-engagement

      Wake dormant contacts with a WhatsApp preference prompt, branch interest, snooze, and opt-out paths, and clean HubSpot automatically.

      • Marketing
      • Customer success

    • Refer-a-Friend

      Turn happy customers into tracked referrals with WhatsApp invites, unique links, friend signup checks, thank-you messages, and two-sided rewards.

      • Marketing
      • Customer success

    • Contact Data Refresh

      Refresh stale CRM records with WhatsApp confirmations, structured corrections, one reminder, and a clear freshness flag.

      • Support
      • Customer success
    Flo jumping for joy with her fist in the air and a phone in her hand

    Hear about the bad night first.

    Turn every visit into a two-tap WhatsApp Flow, with the manager on the unhappy ones. Start free today, or book a 30-minute demo and we’ll map this play to your venues.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo