How to Send a Customer Feedback Request

Automation

Use a customer feedback request in UpBlick when you want to ask for private feedback before, alongside, or instead of a public review request. This is useful when you want to learn about the customer experience more directly.

Before you send a feedback request

• Choose the correct location.
• Confirm WhatsApp is connected.
• Use a template that fits a feedback-style message.
• Send only to customers who have agreed to receive messages.
• Check that the customer record has a valid mobile or WhatsApp number.

Step 1: Prepare the feedback message template

1. Open Automation > WhatsApp Templates.
2. Choose the message type that best fits a feedback request workflow.
3. Review the language, tone, and call to action.
4. Make the template active after approval.

The template should sound like a request for honest customer input, not just a push for public promotion.

Step 2: Select the customer

1. Open Customers.
2. Find the customer record.
3. Confirm the customer’s contact details and consent.

Step 3: Send the request through the appropriate workflow

From the available customer communication workflow in UpBlick, choose the prepared feedback message, confirm the customer and location, and send the request.

If you are using an automated journey, test the workflow first to make sure the customer sees the right message and feedback path.

Step 4: Review the follow-up path

After sending the feedback request, decide whether the workflow should:

• End after the first message
• Send a reminder if there is no response
• Route the customer into a broader feedback or review journey

Best practices

• Ask for honest feedback in plain language.
• Do not make the customer guess what you want from them.
• Use a softer tone than a sales or promotion message.
• Review customer responses so the request actually leads to learning.

Frequently asked questions

Is a feedback request the same as a review request?

No. A feedback request is aimed at gathering customer input, while a review request is more directly tied to the review journey.

Can feedback requests use WhatsApp templates too?

Yes. Templates help keep customer feedback messaging clear and consistent.