Product Feedback automations measure product-market fit by asking customers how disappointed they would be without your product. Responses are categorized into Very Disappointed, Somewhat Disappointed, and Not Disappointed.
Product Feedback Prerequisites & Webhook Setup
Trigger Source: Triggered via inbound webhooks from external systems (CRMs, application backends, or e-commerce platforms).
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 Product Feedback Automation Configuration
To set up a Product Feedback automation, follow these steps:
Flow Setup:
Go to Settings > WhatsApp Flows.
Click on Create Flow, choose the Product Feedback predefined flow, and click Use flow.
Edit the flow name and choose the language, then click Publish Flow.
Template Setup:
Once your flow is approved, create a message template set to the Product Feedback usage type.
Go to Settings > WhatsApp Templates, and click Create a template.
Choose the Product Feedback automation usage and click Create from Scratch.
Confirm the usage type and give your template a name (EN or numbers).
Write your template text and use custom fields as needed. Choose the WhatsApp flow you created, enter a button label, and click Submit template.
Workflow Building:
Click on Automations, then New Automation, and select Collect Product Feedback.
Click on Set up, then copy the URL and paste it into your backend system.
Send a test request and map the values. Contact number is mandatory; any other info is optional.
Map the phone number. Toggle on the country code formatter only if your payload sends the country code separately. Toggle on necessary security options if needed, then click Save.
Filters and Branch Rules:
Add filters if you need to send different templates for different user cohorts. Click Add filter > Configure Filter, set up the condition, and click Save.
Choose the template: click Setup from the Template box, choose the one you prepared from the dropdown, and click Save.
Handling Replies:
Configure an Open-Text Replies option: Assign written feedback to a team.
Configure a No-Reply branch: Choose the delay period, and choose whether to assign to a team or call an external API.
Survey Response Actions: Write a custom response for each response bucket (Very Disappointed, Somewhat Disappointed, Not Disappointed), and choose an action: assign to a team, trigger an API call, or close the conversation. You can also add a topic for each bucket. Finally, click Save.
Publish the automation: Once you finish the setup, click Publish automation.