Utility template
Feedback request WhatsApp template
A WhatsApp feedback message template with three one-tap answers, a version for after a visit, and how to ask happy customers for a review without making it marketing.
The short answer
A feedback request works best as one question with three one-tap answers. Our product's packs file it as utility because it follows a purchase or visit the person made and asks for nothing else; Meta decides the category at review. Offering a reward for a review makes it promotional, so ask for feedback first and send a review link only to people who answered well.
10:24 am
Category: Utility Name: feedback_request
Hi {{1}}, thank you for choosing {{2}}. How was your experience today? Your answer goes straight to the team.Buttons: Great (quick reply), Okay (quick reply), Poor (quick reply)
What each variable holds
- {{1}}
- The customer's first name
- {{2}}
- Your business name
Meta needs an example value for each variable when it reviews the template. The ones in the preview are examples.
A variant
10:24 am
After a visit
For salons, studios and clinics, the same day as the appointment.
Category: Utility Name: service_completed
Hi {{1}}, thank you for visiting {{2}} today. How did we do?Buttons: Great (quick reply), Okay (quick reply), Poor (quick reply)
When to send it
- After the thing happened: a few days after delivery, or the same day as a visit.
- Once per order or visit, never as a regular broadcast.
- Reply to a Great answer with your review link, inside the 24-hour window the reply opened.
What gets it rejected or re-categorised
- A discount or a gift in exchange for a review. That is an offer, and makes the message marketing.
- Several questions in one template. Ask one; ask the rest in the conversation the reply opens.
- A review link in the first message. Send it only to people who were happy.
In our platform the retail pack includes a post-purchase journey: a thank-you on delivery and this feedback request five days later.
Chatbot flows and journeysQuestions
How do I ask for feedback on WhatsApp?
Send one short question after the purchase or visit, with three quick reply buttons such as Great, Okay and Poor. A reply opens the 24-hour window, so you can follow up in plain messages: a review link for Great, a question for Poor.
Is a feedback request utility or marketing?
Our product files it as utility when it follows a purchase or visit and asks nothing else, and Meta decides at review. Adding a reward, a discount or a promotion makes it marketing.
Can I ask for a Google review on WhatsApp?
Yes, but ask for feedback first and send the review link as a reply to people who answered positively. A template that offers something in return for a review is promotional.
Talk to us.
In a forty-minute call we go through what you send today, what it costs you, and what a flagged number would cost you. Then we set up a workspace on your own Meta app and build the first campaign with you.