WhatsApp feedback and review requests
Endelir asks for feedback on WhatsApp after a completed order, stay or appointment, saves each answer on the contact record, and sends a poor rating straight to a person. A form emailed three weeks later asks about something the customer has stopped thinking about. Endelir asks the question in the conversation the customer already uses, at the moment you choose after the order, stay or appointment is finished. Each answer is saved onto the contact record, and a poor rating can go straight to a person instead of into a report.
The people who reply are not the people you needed to hear from
Most feedback arrives late, from a link in an email, and only from the two ends of the range: someone delighted enough to bother and someone angry enough to type. The quiet customer who found the room fine but the check-in slow never opens the mail at all, so the thing you could have fixed this week stays invisible.
When an answer does come back, it lands somewhere nobody works. A rating in a survey tool is not a conversation, so a one-star response sits in a spreadsheet for a fortnight while the customer, who has already decided, tells other people instead. By the time anyone reads it, apologising is the only move left.
Ask in the chat, save the answer, act on the bad ones today
Endelir sends the request on your business number, at the time you decide after the experience is complete. The customer replies in the same thread they used to book or order — no link to open, no login, no form to load on a phone. A rating can be a tapped button or a choice from a list rather than something they have to type.
Each answer is written onto the contact record as a field, so it is a piece of data about that customer and not a line buried in a chat. Where the answer is poor, the flow can hand the conversation to the team you nominate, with what was said already attached, and someone replies to a real person while it still matters.
How it works
- 1 The experience finishes Endelir does not know on its own that an order was delivered or a guest checked out. Your system tells it through the API, or you add those customers to a contact group and send the request as a campaign.
- 2 The request goes out when you choose Campaigns can be scheduled, in the timezone you set — the evening after a meal, the day after checkout, a fortnight after a product arrives. If you are starting the conversation rather than replying inside the 24-hour service window, the first message is a template Meta has approved.
- 3 The customer answers Their reply opens the service window, so everything after it is an ordinary message and needs no template.
- 4 A flow asks the rest The questions you configured are asked one at a time. Where the answer is a choice — one to five, yes or no, which part of the visit — it can be buttons or a list rather than free text.
- 5 Every answer is saved Each one is written onto the contact as a field, next to everything else you know about that customer.
- 6 A poor answer reaches a person The flow assigns the conversation to support or a manager. Taking it over stops the automation on that chat, so nobody is answered twice.
- 7 The answers can leave Endelir A webhook step posts each answer to your own URL as it arrives, so your systems hold the same record without anyone exporting anything.
What this looks like in practice
A hotel used to email a guest survey two days after checkout. The few answers it got went to a mailbox the duty manager did not read, and a complaint about a noisy air-conditioning unit reached the maintenance team a week after the guest had gone home and written about it publicly.
Now the front desk marks the stay complete and the request goes out that evening on the number the guest already used to ask about parking. It asks for a rating as five buttons, then one question about what let them down if the rating is low. Anything below four is assigned to the duty manager, who sees the rating and the reason without reading the whole thread. The answers sit on each guest's contact record, so when the same guest books again, the person handling it can see what went wrong last time.
What happens when the customer replies
Who this suits
What to know before you set it up
A feedback request is business-initiated messaging, so it goes to customers who have given you permission to write to them, and outside the 24-hour service window it uses a template Meta has approved in advance. Meta treats a feedback request tied to a specific completed transaction or experience as a Utility use case in appropriate circumstances. A broad survey unconnected to anything the customer did, or a request with an offer attached to it, is Marketing and is treated as Marketing. Put the discount in a separate message rather than dressing a promotion up as a question.
Do not build a gate. Sending the public review link only to the customers who rated you well breaches the rules of most review platforms, and it is the reason your rating stops meaning anything. Ask everyone the same question, then decide what happens next based on the answer — a bad rating deserves a person, not silence.
Endelir asks the questions in the chat: text, tappable buttons and lists, with each answer saved onto the contact record. It is not a survey product. There is no score, no chart and no report page — you read the answers on the contact, fetch them through the API, or have a webhook step push each one into the system where you already do your reporting. How many contacts and messages your plan allows is on the pricing page.
What to watch
- How many requests get an answer at all, against how many were sent
- How many people finish every question rather than stopping at the first
- How the ratings are spread, and whether that spread moves month to month
- How long a poor rating waits before a person replies to it
- How many poor ratings ended in a conversation that resolved something
- How many people opt out after a feedback request
- Which experiences are worth asking about, and which produce nothing useful
Related
Questions people ask
Can I ask customers for feedback through WhatsApp?
Yes, after a purchase, booking, appointment or completed service, and to customers who have given you permission to write to them. The request works best when it is timely and clearly about something the customer actually did — a stay they have just finished, an order that arrived last week. Endelir sends it on your business number, the customer answers in the same thread, and each answer is saved onto their contact record. What it is not is a way to survey a list of people who never dealt with you. Business-initiated messaging is permission-based, and Endelir will not send a marketing campaign to a contact with no consent recorded against them.
Is a post-purchase feedback request a Utility message?
It can be. Meta treats a feedback request tied to a specific transaction or customer experience as a Utility use case in appropriate circumstances — the order they placed, the stay they have just finished, the appointment they attended. A broad survey unconnected to anything the customer did, or a feedback message with a discount attached, is Marketing and should be treated as Marketing. The category is decided when your template is submitted, and Meta decides it, not us. Endelir keeps the approved templates in sync with what Meta says about them, so you can see what was accepted and in which category. The practical rule: ask about the thing that happened, and keep the promotion in its own message.
When should I send a feedback request?
Time it so the question is worth answering. A restaurant asks a few hours after the table, while the meal is still the thing the customer remembers. A hotel asks after checkout. A product needs long enough for the customer to have used it, which might be a fortnight. An appointment can be asked about the same day. In Endelir you set the moment two ways: your own system calls the API when the experience completes, or you add those customers to a contact group and schedule the campaign, which is sent in the timezone you set. Sending too early gets an answer about the delivery rather than the product; too late gets no answer at all.
What happens when a customer gives negative feedback?
It becomes a conversation rather than a row in a report. The flow can assign that chat to support or a manager based on the answer, and the assignment is visible in the shared inbox, so somebody owns it. Whoever opens it sees the rating and the reason already saved on the contact, without scrolling the thread. When a person takes over, the automation stops on that conversation, so the customer is not asked the next survey question while a manager is apologising. A webhook step can also push the answer to your helpdesk at the same moment, if that is where your team works.
Can I ask customers to leave a Google review through WhatsApp?
You can send the link, in line with the review platform's own rules. A flow step can message the link after the customer has answered. Two honest limits. Endelir sends the link and nothing more — it cannot see whether a review was left, and it cannot write or post one on anyone's behalf. And do not gate the request: offering the public review link only to customers who rated you highly breaches the policies of most review platforms and makes your rating meaningless. Ask everyone the same question. What you do next can differ — a poor answer goes to a person who can fix it — but the question itself should not be rigged.
Can feedback be collected inside WhatsApp rather than using an external survey?
Yes, in the chat itself. The flow asks your questions one at a time, and where the answer is a choice it can be tappable buttons or a list rather than typing. Each answer is written onto the contact record as a field. Nobody opens a link or loads a form. The limit worth knowing: this is a conversation, not a native in-WhatsApp form, so it suits a handful of questions rather than thirty. If you need a long structured questionnaire, send a link to your own form and use the chat for the first question and the follow-up. Bear in mind there is no survey dashboard in Endelir — the answers live on the contact, and reach your systems through the API or a webhook step.
Should every customer receive a feedback request?
No. You decide which completed experiences are worth asking about — a first stay but not every stay, a service visit but not every part order. Because the request is sent either by your own system through the API or as a campaign to a contact group, you control exactly who is in it. Asking the same customer after every transaction gets you worse data and more opt-outs, and an opt-out is permanent as far as your campaigns are concerned. Ask less often, about the things you would actually change, and the answers are worth reading.
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