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How to Set Up Net Promoter Score (NPS) WhatsApp Automation

Net Promoter Score (NPS) measures overall customer loyalty by asking customers how likely they are to recommend your business on a scale of 0 to 10. Responses are categorized into Detractors (0–6), Passives (7–8), and Promoters (9–10).

NPS Prerequisites & Webhook Setup

  • Trigger Source: Triggered via inbound webhooks from external systems (e-commerce platforms, CRMs, logistics tools, or custom backends).

  • Webhook Contract: Accepts JSON, XML, form-urlencoded, multipart, or plain text. You must send a sample payload during setup to map the customer's phone number.

  • Security Options: Optional HTTP Basic Auth and CIDR IP allowlisting.

Step-by-Step NPS Automation Configuration

To set up an NPS automation, follow these steps:

Flow Setup:

  1. Go to Settings > WhatsApp Flows

  2. Click on Create Flow and choose the NPS predefined flow and click Use flow

  3. Edit the flow name and choose the language, then click Publish Flow

Template Setup:

One your flow is approved, you need to create a message template set to the NPS usage type, featuring a FLOW button attached to your published form.

  1. Go to Settings > WhatsApp Templates, and click Create a template

  2. Choose the NPS automation usage and click Create from Scratch

  3. Confirm the usage type and give your template a name (EN. or numbers)

  4. Write your template text and use custom fields as needed, uncheck the header and footer if you want. Choose the whatsapp flow you already created and write a button label, then click Submit template

Workflow Building:

  1. Click on Automations, then New Automation and choose the NPS

  2. Click on Set up, then copy the url and paste it into your backend system.

  3. Send a test request and map the values. Contact number is mandatory, any other info is optional.

  4. Map the phone number. Toggle on the country code formatter, only if your payload sends the country code seperately. And toggle on the necessary security options, if needed. Then click Save.

Filters and Branch Rules:

  1. Add filters if you need to send different templates for different scenarios. Click Add filter > Configure Filter, and set up the condition, then click Save.

  2. Choose the template: click Setup from the Template box, choose the one you prepared from the dropdown and click Save

  3. Handling Replies:

  1. Configure an Open-Text Replies option: assign to a team

  2. Configure a No-Reply branch: choose the delay period, and choose whether to assign to a team or call an external API

  3. Survey Response Actions: write a custom response to each responders bucket, and choose an action, whether to assign the conversation to a team, or trigger an API call, or close it. Also you can add a topic for each bucket. Finally, click Save

  4. Publish the automation: once you finish the set up, click Publish automation.

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