This automation lets you engage with customers right after they leave a review on your store, helping you build trust and turn their feedback into more sales.
Before running the automation, you must:
Install your preferred e-commerce app
Set up a WhatsApp template specifically designed for review added usage.
How to create a review added automation?
To set up a review added automation to reward your customers after they've added a review on your store, follow these steps:
Click the Automations page and choose the review added automation.
Coupon setup: Click on the discount code banner, design your coupon, and then click Save and Continue. You can use a fixed discount code or skip this stage if you do not wish to offer any promotions.
Trigger filters: You can use trigger filters, such as rating value and products included in the review order. This lets you create multiple automations with different coupons and filters.
Assign Message Template: The automation can be three steps, each containing Delay & Template Message.
Delay: the time your customers will wait before receiving the template.
Template Message: the message will be sent to the customers when the delay ends.
Set your automation to Live.
How the Smart Sending feature works with the Review Added Automation
The Smart Sending feature in BusinessChat helps manage your customer communications by excluding certain customers from receiving multiple messages or being part of multiple automations within a short period.
Key Features
Once enabled the smart sending will:
Exclude customers who received a campaign in the last 5 days
Exclude customers who were part of automation in the last 5 days
Exclude customers who created an order in the last 5 days
When a customer leaves a review, they expect a response, so Smart Sending is disabled to ensure your follow-up or reward is delivered immediately.
Default Status: Disabled and Cannot be enabled
How it works: This automation triggers when a customer submits a product review. Smart Sending is permanently disabled here because this is a direct response to a specific customer action. The system ensures the follow-up message (e.g., a reward coupon or thank you note) is always delivered.
Automation statuses
When launching an automation for the first time, it will be in one of the following states:
Draft: The campaign is currently being created. You can edit, delete, or activate it.
Pending: (Common upon first launch) This appears if the campaign is launched while WhatsApp templates are still under review by Meta. The status will automatically switch to Active once the templates are approved.
Active: The campaign is currently running and accepting customers who meet the trigger conditions.
Paused: New customer entry is stopped. However, existing customers remain pending at their current step until you reactivate the campaign.
Disabled: The campaign is completely stopped, and all active customers are removed from the flow. You can find these under the "Inactive" tab.
How does the review added work on different e-commerce platforms?
Salla -> whenever a customer adds a review, we receive a webhook, and we start the automation for them.
Zid -> Every two hours, we retrieve the reviews from the store, and we start the automation for them
Review Added Automation Filters
The Review Added Reward Automation includes two types of filters:
Rating: You can choose from "Greater than", "Less than", "Equal to", or "Between", and then specify the rating value from 1 to 5.
Products: You can specify the particular products that were reviewed.
How to edit the Review Added Automation
You can edit the Review Added Automation after creating it. The following information can be changed:
Message Template: Whether changing the content or the fixed discount code. In this case, you must create a new message template before you start editing the automation. You cannot edit the old template directly if you wish to change the content.
Custom Discount Code Value: Simply click on the custom discount code button inside the automation, edit the discount value, and then save the changes.
Filters: you can edit the filters on the review added automation.
To edit the Review Added Automation, follow these steps:
Click on the Automations icon from the homepage of your BusinessChat account.
Click on the Review Added Automation you want to edit.
From the page that opens, click "Edit".
To change filters: Click "Edit" in the filters section, make the desired changes, and click "Save".
To change the message template: Click "Edit" in the message section, add the new message template you previously created, change the message sending time if you wish, and then click "Save".
After making the necessary changes, click "Publish Changes".
Review Added Reward Automation Statistics
Once the automation is activated, you can track its statistics from the same page, as follows:
Started: The customer reviewed the store or an order, and the customer had not unsubscribed from your business messages.
Exited: The customer unsubscribed from your business messages during the automation, OR the customer started a new Abandoned Cart automation (which takes priority), OR the customer made a new purchase during the automation that was not attributed to this automation.
Purchased: The customer made a new purchase during the automation run, and the purchase was attributed to this automation.
Completed: The customer completed the automation up to the last step, OR the customer made a purchase, and that purchase was attributed to this automation.
Note: You can Export the Report to identify customers who completed an order from this campaign, customers who did not receive the campaign message for various reasons, etc. You will receive an email containing the automation report.
How to Export the Review Added automation Revenue Report
Go to the Automations page and choose the review added automation.
Find the revenue report section at the top of the page.
Click Export to download the detailed report. Choose the time period and click "Export report" again.
You will receive an email with the report to download.
Report Contents
The exported report includes:
Contact numbers associated with the automation.
Order dates.
Order amounts in USD.
Troubleshooting Orders and Revenue Attribution
Compare the contact numbers in the report with your e-commerce store orders.
Identify which orders resulted from your BusinessChat campaigns.
Use this information to verify revenue attribution and optimize your automations.
Troubleshooting Review Added Automation failures
If you suspect the automation is failing, follow this diagnostic guide based on its current status.
Scenario 1: The Automation is Paused
If you navigate to the automation and see it is currently Stopped or Paused, the issue is usually system-wide:
Ecommerce Connection: Check if your store integration has been disconnected or if the token has expired.
Payment Issues: Look for a red banner at the top of your dashboard indicating a "Payment problem" with Meta. If your payment method fails, Meta pauses all automations immediately.
Scenario 2: The Automation is Active (Messages Not Sending)
If the automation status is Active but customers are not receiving messages, follow these steps to diagnose the specific cause:
1. Check the Template Status
Inspect the specific WhatsApp template used in this automation. Even if the automation is active, the template itself might have been Paused or Disabled by Meta due to quality issues. If there is an alert on the template, you must replace it.
2. Investigate Specific Examples
If the template is healthy, gather 3 examples of customers who did not receive the message and perform the following checks:
Search the Conversation:
Locate the customer's chat in your inbox. You will need to search for the contact using their phone number, from the search box within the Contact page, click it to be redirected to ther conversation on the inbox. You cannot search for customers directly from the inbox.
If the message exists but has a Red Exclamation Mark (!): The system attempted to send it, but Meta rejected it. Hover over the red icon to see the specific error code (e.g., invalid number, spam limit).
If the message is missing entirely: Proceed to the next step.
Search Automation Execution Logs:
Important: This step uses the specific Automation Log Search tool, which is separate from your general contact list search feature. Its only purpose is to show technical history. It will not redirect you to the customer's conversation or open their profile.
If there is no trace of the message in the conversation, verify if the customer entered the automation flow at all:
Go to the Automations page.
Click the More button (or options menu).
Select Search for a customer.
Paste the customer's phone number, then press Enter. You will see the customer's journey and interaction with all the automation that the customer was part of. (bulk campaigns are excluded from this)
Locate the Browse Abandonment automation in the list.
Check the status: You will likely see an Exit Reason explaining why the flow stopped (e.g., they didn't meet a specific condition).
NOTE: Exit reasons from Review Added automation are usually is the customer has entered a different automation with a higher priority. It could also be that Smart sending is turned on on the Review Added automation, which will exclude any customer who has received a marketing message from your store within the last 5 days.
3. Contact Support
If you cannot find any record of the customer in the automation logs (no entry and no exit reason), please contact the BusinessChat Technical Support team for advanced investigation.