Hear what customers really think
A starting point for a feedback bot that collects satisfaction scores and comments in a thirty-second chat, then makes sure the unhappy ones reach a human fast.
Thirty seconds, one honest answer
Feedback assistant
Two questions, that's it
Had the score been a 3, the tree would branch: an apology, a what-went-wrong question, and a priority thread in your inbox.
What this template does
Collects scores where customers already are
The score question appears in the chat widget your customers already use, not in an email they will archive. One tap on a button records the number.
Branches on the answer
The decision tree asks promoters one follow-up and detractors a different one, so a 9 and a 3 never get the same tone-deaf next question.
Turns low scores into conversations
Workflow automation routes any low score to your shared inbox as a priority thread, so a human can reply while the frustration is still fresh and fixable.
Why a chat survey gets answered
Email surveys arrive days after the experience they ask about, addressed to an inbox that already ignores them. A chat survey runs inside the moment itself: right after a support conversation resolves, or as a returning customer wraps up on your site. The memory is fresh, the effort is two taps, and the comment box gets sentences instead of blank space.
The branching is what makes the numbers actionable rather than decorative. A score without a reason is trivia; a score with a reason is a to-do list. Because every response lives in the same shared inbox as your support conversations, following up is not an export and an email campaign, it is pressing reply. Detractors hear back the same day, and the fix often happens while they are still a customer.
Set it up
Step 1
Build the scoring tree
In the decision-tree builder, create the 0 to 10 question with quick-reply buttons, then add three branches: detractors at 0 to 6, passives at 7 to 8, and promoters at 9 to 10.
Step 2
Write one follow-up per branch
Ask detractors what went wrong, passives what would make it a 10, and promoters what they would tell a colleague. Free-text answers are captured with the score.
Step 3
Route and respond
Add a workflow rule that sends detractor threads to the shared inbox tagged urgent, and notify the team in Microsoft Teams or Slack so someone replies the same day.
Works everywhere feedback happens: the website widget after a chat resolves, and WhatsApp Business for customers who talk to you there.
Ask the question you have been avoiding
Build this flow free on the Basic plan. Pro is $25/mo and Unlimited is $95/mo when responses start rolling in.
Start free