NPS and CSAT that actually route. Feedback loops on WhatsApp.

Send a two-tap survey after a closed ticket or a finished project, thank the happy customers, and give every unhappy one a person and a ticket before the feeling hardens.

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 closed ticket or a finished project
Channel
WhatsApp, with the answers in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the customer.

Isaac’s IT problem has just been fixed. Each step shows what he sees on WhatsApp and what lands on his HubSpot record, from the survey to a thank-you or a recovery call. Your answers in the Flow decide the branch. The properties are custom ones the play creates, apart from the owner.

Flo pointing along one of three signpost arrows, the way the branch sends each customer down one path
NPS / CSATStep 1 of 5
  1. Where Isaac comes from

  4. Yes, 80 or more: thank them, ask for an intro

    No, under 80: apologise, open a recovery ticket

  5. Thanks: csat_thanks and a referral ask

    Recovery: csat_sorry and a ticket

Acme ITBusiness account
Sample data

Today

Isaac TurnerMarlow Print, +44 7700 900735
Sample data

Properties

feedback_trigger
ticket_closedTicket: printer queue fixed
csat_rating
No value
issue_resolved
No value
csat_comment
No value
feedback_score
No value
feedback_segment
pending
hubspot_owner_id
Ben Hart

Activity

    3 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 NPS and CSAT blueprint.

    A finished job, one survey on WhatsApp, a three-question Flow, then one branch: happy customers get thanks and the rest get a person. 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 closed ticket or a signed-off project

      Ticket closed or project delivered, and no survey in the last 90 days.

      Ask after a real moment

      A closed ticket or a finished project, never a random date mid-journey.

    2. Delay1 hour

      Long enough to know the fix held, soon enough to remember it.

    3. Send WhatsApp TemplateThe survey

      csat_ask, naming the job, with the Flow button “Rate our help”.

    4. Edit recordSurvey date stamped

      last_survey_date set to today, answered or not.

      Stamp the date anyway

      Set the survey date when it sends, so nobody is asked twice in 90 days.

    5. Delay until event happensForm Completed, up to 7 days

      The answers land as csat_rating, issue_resolved and csat_comment.

      No answer in 7 days: the workflow ends. No second ask.

    6. BranchIs feedback_score 80 or more?

      Satisfaction and resolution add up to the score: up to 60 and 40 points.

      Score two things

      Happy but not sorted is still a problem, so resolution carries 40 of the 100 points.

    7. Yes
      Send WhatsApp TemplateThe thank-you

      csat_thanks, with an introduction ask

      GoalSatisfied

      feedback_segment set, for reports by owner and team

      No
      Create recordA recovery ticket

      Score and comment attached, for the account manager (Service Hub Professional or Enterprise)

      Send WhatsApp TemplateThe apology

      csat_sorry, with Call me instead

      GoalPut right

      The ticket closes when the customer says it’s sorted

      Send the words, not the number

      The person putting it right needs the customer’s comment, not just a score.

    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 honest feedback.

    Three WhatsApp templates and the Flow they open carry the whole loop. Each one names the job it asks about, and every variable comes from the HubSpot record.

    Show the messages as

    • csat_askUtilityEnglish (UK)Sample data

      Sends an hour after a ticket closes or a project is signed off

      How did we do?Hi {{first_name}}, we’ve just finished {{job_name}}. How did we do? Two taps tell us, and the team that helped will see your answer.Reply STOP to opt outRate our help
      How did we do?Hi Isaac, we’ve just finished your printer queue fix. How did we do? Two taps tell us, and the team that helped will see your answer.Reply STOP to opt outRate our help

      Names the job it asks about, which keeps the survey specific and short.

    • csat_surveyWhatsApp Flow1 screenSample data

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

      The Flow, Rate our help: how satisfied are you with our help (very satisfied, satisfied, dissatisfied, very dissatisfied), is it sorted (yes, sorted; not yet) and an optional question, what could we do better.

      Isaac’s Flow, with very satisfied and yes, sorted chosen, and the optional question left blank.

      A rating, a yes or no on the fix, and an optional note. Each answer lands as its own property.

    • csat_thanksMarketingEnglish (UK)Sample data

      Sends when feedback_score is 80 or more

      Thanks, {{first_name}}. Glad we got it sorted. If you know someone who’d like IT support that answers on WhatsApp, we’d be grateful for an introduction.Reply STOP to opt outRefer a friend
      Thanks, Isaac. Glad we got it sorted. If you know someone who’d like IT support that answers on WhatsApp, we’d be grateful for an introduction.Reply STOP to opt outRefer a friend

      Thanks a happy customer while it’s fresh, and asks for an introduction, not a public review.

    • csat_sorryUtilityEnglish (UK)Sample data

      Sends when feedback_score is under 80, once the ticket has an owner

      We’re on itThanks for telling us, {{first_name}}, and sorry it fell short. {{owner_name}} has your answers and will message you here shortly to put it right.Call me instead
      We’re on itThanks for telling us, Isaac, and sorry it fell short. Ben has your answers and will message you here shortly to put it right.Call me instead

      Apologises, names who has it and offers a call, before the frustration hardens.

    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 turn feedback into action.

    The play captures all five, and each lands in HubSpot as something a workflow can read, not a number buried in a survey tool.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalLittle to go onSomething to act onLands in HubSpot as
    How satisfied they areA rating tied to one job tells you which fix, and which team, to look at. No answer Rated, tied to a job csat_rating
    Whether it’s sortedHappy but unsorted still needs a person, so resolution sits beside the rating. Assumed sorted Asked and answered issue_resolved
    What they’d changeTheir words reach the person putting it right, not just a dashboard. Left blank A named problem csat_comment
    How fast they open itFlowella logs how long the survey took to read. A quick read means the job is still fresh. Read days later Read in minutes timeToReadSecondsOn the Message read event
    Whether they finishOnly a finished Flow fires Form Completed, so a half-answer never opens a ticket. Opened, then left Every question done Form CompletedThe Flowella trigger

    Why NPS and CSAT on WhatsApp work.

    People will tap a score in the chat they already use for service. The value is in routing the answer, not just collecting it.

    • Why surveys go unanswered

      A long survey link feels like homework and arrives when the job is forgotten. Two taps in the chat, an hour after the fix, catch the feeling while it’s fresh.

    • How to enhance it

      Run NPS the same way with a 0 to 10 question, report scores by owner and team in HubSpot, assign a Breeze Customer Agent to recovery chats, and invite happy customers to refer a friend.

    • Gotchas

      Don’t survey anyone twice in 90 days, skip contacts with an open ticket, make recovery someone’s job, and don’t send review links only to happy customers: Google’s review policy forbids it.

    The point: feedback should create the next best action, automatically.

    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. NPS / CSAT 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.

    The cover of The HubSpot + WhatsApp Playbook, Vol. 01.

    Page 1 of 5The cover

    Browse playbooks by what you do.

    Twenty plays, each a working blueprint. These six sit closest to listening well.

    Browse all playbooks

    This play is filed under Support Customer success Professional Services B2B SaaS Charity & Non-profit Healthcare Hospitality Education

    • Hospitality Feedback

      Ask guests two quick questions on WhatsApp after a visit or stay, invite reviews, put the manager on unhappy guests first, and tag every answer in HubSpot.

      • Support
      • Customer success

    • 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

    • 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

    • Customer Onboarding

      Guide new customers to first value with milestone WhatsApp prompts, setup nudges, support rescue, and HubSpot onboarding status updates.

      • Support
      • Customer success

    • Re-engagement

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

      • Marketing
      • Customer success

    • Membership Renewals

      Renew more memberships: a WhatsApp reminder 30 days out, a one-screen Flow, the renewal link for members who stay, and a person for anyone unsure.

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

    Ship the feedback loop first.

    Turn every closed ticket into a two-tap WhatsApp survey that routes the answer in HubSpot. Start free today, or book a 30-minute demo and we’ll map this play to your service.

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