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

Ask every customer privately how it went, invite a public review while the goodwill is fresh, and give unhappy customers a manager first, with the review link still open to them.

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 completed visit, or a QR scan
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 patient.

Chloe had a check-up at your practice. Each step shows what she sees on WhatsApp and what lands on her HubSpot record, from the check-in to a review or a recovery call. Your rating decides 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 patient down one path
Smart Review TriageStep 1 of 5
  1. Where Chloe comes from

  4. Yes, happy: invite a public review

    No, not happy: a manager first

  5. Review: review_invite while it’s fresh

    Recovery: review_recovery and a call

Acme DentalBusiness account
Sample data

Today

Chloe Martin+44 7700 900536
Sample data

Properties

feedback_source
visit_completedMarked completed in HubSpot
visit_rating
No value
visit_feedback
No value
review_status
No value
hubspot_owner_id
No value

Activity

    1 of 5 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 smart review triage blueprint.

    A visit, a private check-in and a one-tap Flow, then one branch: happy patients get the review link, unhappy ones get a manager first and the link too. 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 completed visit, or a QR scan

      The visit marked completed in HubSpot, or the first WhatsApp message from your reception code.

    2. Delay7 days, for completed visits

      QR scans messaged first, so their check-in goes straight back.

      Wait a week

      The answer is more honest once the visit has settled. A same-day ask lands too early.

    3. Send WhatsApp TemplateThe private check-in

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

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

      The answers land as visit_rating and visit_feedback.

      No answer in 2 days: the workflow ends. No second ask.

    5. BranchIs visit_rating excellent or good?

      Excellent and good get the review link now; OK and poor get a manager first.

      Never gate reviews

      Google’s policy bans asking only happy customers for reviews, so both paths carry the link.

    6. Yes
      Send WhatsApp TemplateThe review invite

      review_invite, with Leave a review

      Edit recordreview_status: review_invited

      So you can count invites against reviews posted

      GoalReviewed while it’s fresh

      A public review from a real, recent visit

      No
      Rotate record to ownerPractice manager

      A named person who calls the same day

      Send WhatsApp TemplateThe recovery message

      review_recovery, with the review link too

      GoalPut right

      Fixed in private, and still free to review

      Deep-link or lose them

      Link straight to your review form, not your homepage. Making people search loses them.

      Recovery, not gatekeeping

      The private path fixes it fast, with the full comment in front of the manager, 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 routes the review.

    Three WhatsApp templates and the Flow they open carry the play. The check-in and the recovery are utility messages about one visit; the review invite is marketing. Every variable comes from the HubSpot record.

    Show the messages as

    • review_check_inUtilityEnglish (UK)Sample data

      Sends a week after the visit, or straight back to a QR scan

      How did we do?Hi {{first_name}}, thank you for your visit to our {{location_name}} practice. How did it go? Two taps tell us, and our team reads every answer.Your answer goes to our team, not a public siteRate your visit
      How did we do?Hi Chloe, thank you for your visit to our York practice. How did it go? Two taps tell us, and our team reads every answer.Your answer goes to our team, not a public siteRate your visit

      Specific to one visit, so it’s a utility template, and it asks before anyone mentions a review.

    • review_ratingWhatsApp Flow1 screenSample data

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

      The Flow, Your visit: how was your visit (excellent, good, it was OK, poor) and an optional question, anything you’d like to tell us.

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

      One rating and an optional comment. The comment reaches the manager with the rating, not after it.

    • review_inviteMarketingEnglish (UK)Sample data

      Sends when visit_rating is excellent or good

      Thank you, {{first_name}}. We’re glad it went well. If you have a minute, a short public review helps other people find us.Reply STOP to opt outLeave a review
      Thank you, Chloe. We’re glad it went well. If you have a minute, a short public review helps other people find us.Reply STOP to opt outLeave a review

      Asked within minutes of a good rating, with a link straight to the review form.

    • review_recoveryUtilityEnglish (UK)Sample data

      Sends when visit_rating is okay or poor

      Thank you for telling us, {{first_name}}, and we’re sorry it wasn’t right. {{manager_name}}, our practice manager, will call you today. If you’d still like to leave a public review, the link is below.Leave a review
      Thank you for telling us, Chloe, and we’re sorry it wasn’t right. Alex, our practice manager, will call you today. If you’d still like to leave a public review, the link is below.Leave a review

      A named person first, and the review link still there: recovery, never a closed door.

    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 improve reputation without gaming it.

    The play captures all five, and each lands in HubSpot as something a workflow can read, not a note someone has to interpret.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalLittle to go onSomething to act onLands in HubSpot as
    The rating they giveExcellent or good gets the review link now; OK or poor gets a call first. It was OK Excellent visit_rating
    What went wrongThe comment gives the manager the reason, not just a number. Left blank A named problem visit_feedback
    How fast they open itFlowella logs how long the check-in 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 a half answer never routes anyone. Opened, then left Rated and sent Form CompletedThe Flowella trigger
    Whether they write backA typed reply after the rating is a person who wants to talk. Route it to your inbox. No reply “Please call me” flowella_last_reply_messageUpdated on every Text Reply

    Why smart review triage works.

    The best review requests ask everyone at the right moment, thank the happy ones fast and give the unhappy ones a person first.

    • Why review asks fail

      A blanket request sends unhappy customers straight to a public page and makes happy ones hunt for the form. Asking privately first puts each person on the right path.

    • How to enhance it

      Alert the manager with the comment, not just the rating, hand out-of-hours replies to a Breeze Customer Agent, and tag every outcome for reporting.

    • Gotchas

      Never gate: Google’s review policy doesn’t allow asking only happy customers, so the link goes to everyone. Keep recovery genuine, and count reviews posted, not taps.

    The point: everyone gets the link; unhappy customers get a person first.

    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. Smart Review Triage 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 review triage.

    Browse all playbooks

    This play is filed under Marketing Support B2B SaaS Professional Services Healthcare Hospitality

    • 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

    • 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

    • 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

    • Order & Shipping Updates

      Cut “where is my order?” tickets with WhatsApp order confirmations, dispatch updates, delivery branches, delay recovery, and review prompts.

      • 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

    • Customer Onboarding

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

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

    Ship the review triage first.

    Turn every completed visit into a private check-in inside HubSpot. Start free today, or book a 30-minute demo and we’ll map this play to your own review links.

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