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Feedback & surveys

Go to Measure → Feedback to view collected feedback and configure survey campaigns.

Collection methods

MethodChannelBest for
Post-purchase surveyWhatsApp, Email, In-AppNPS, product satisfaction
In-app survey widgetIn-AppFeature feedback, onboarding check-in
Review requestWhatsApp, EmailGoogle/app store reviews
Quick pollIn-AppSingle-question micro-surveys

NPS surveys

Net Promoter Score surveys ask: “How likely are you to recommend us?” (0-10 scale).

Results are categorized:

  • Promoters (9-10) — your advocates
  • Passives (7-8) — satisfied but not enthusiastic
  • Detractors (0-6) — at risk of churning

Your NPS score = % Promoters - % Detractors.

Sentiment analysis

Text feedback (open-ended responses) is analyzed for sentiment:

  • Positive — satisfied, happy, recommending
  • Neutral — factual, neither positive nor negative
  • Negative — frustrated, unhappy, complaining

Sentiment tags appear on each feedback entry and aggregate into a sentiment trend chart.

The review-to-revenue loop

The most powerful feedback pattern:

  1. Customer leaves a 5-star review → detect via webhook or in-app event
  2. Within 24 hours → send a thank-you + ask for a referral
  3. Within 48 hours → send a share-ready WhatsApp template they can forward
  4. Track referral conversions in Measure → Referrals

This is available as a pre-built playbook under Engage → Playbooks → Review to Revenue.

External review platforms (Google, Yotpo, etc.)

Review platform configs are a multi-row scoped table — each connection belongs to one scope (brand-tier OR a specific outlet), and a brand can have many connections side-by-side (e.g. one Google Business profile per outlet).

The UI follows the matching pattern:

  • Scope badge on every row — Brand default / Outlet
  • Scope filter above the list — All tiers / Brand default / Specific outlet
  • Scope selector in the create/edit dialog — choose where the connection applies

Author brand-tier defaults from the Reviews defaults card on the workspace page (chip-strip set to All outlets). Outlet overrides are added from the Settings tab of the feedback surface with a specific outlet selected.

Retrofit note for existing connections

A CRUD bug shipped before 2026-05-26 silently wrote every review-platform connection at brand tier (NULL workspace_id) regardless of operator intent. After the fix, historical rows show a Brand default badge. There’s no automatic way to infer per-outlet intent — if you had outlet-specific connections before, identify them, deactivate the brand-tier row, and re-create at the correct scope using the new dialog.

Brand-tier vs outlet-tier survey configuration

The post-purchase survey settings (timing, channel mix, follow-up window) follow the single-record-per-tier pattern: one row per scope, NULLable fields, most-specific tier wins.

  • Edit brand-tier defaults from the Reviews defaults card on the workspace page when the chip-strip is set to All outlets.
  • Edit outlet overrides from Feedback → Settings with a specific outlet selected.

Both writes go through the same workspace URL — the chip-strip’s ?location= URL state is the scope picker.

Dashboard

The feedback dashboard shows:

  • NPS score — current and trend
  • Response rate — % of survey recipients who responded
  • Sentiment breakdown — positive / neutral / negative
  • Recent responses — latest feedback with sentiment tags

What’s next

Inbox analyticsOverview