ChatPilot
Daily use

Review requests after delivery

Ask shop customers who agreed for a review a few days after their order was delivered, as a WhatsApp Business draft you send.

When you run a web shop, ChatPilot can write a review request to a customer a few days after their order was delivered. It never sends one by itself: it writes a draft in the customer's chat, and you send it like any other draft (Reply and approve drafts).

It is there when a shop is connected (see The Shop page) or when Shop / e-commerce is one of the things you use ChatPilot for.

What it needs

  • WhatsApp Business. Review requests go out over the WhatsApp Business API only. A business may only write first with a template WhatsApp approved, and the WhatsApp on your phone can't send templates.
  • A template approved at Meta. Make one in WhatsApp Manager (category Marketing or Utility, as Meta asks), for example: Hi {{1}}, how do you like your order {{2}}? A review helps us a lot: {{3}}. Wait until Meta approves it.
  • The customer's yes. WhatsApp only allows these messages to people who agreed to get them. When a customer says yes, open their chat and choose More → Shop messages → Agreed to review requests. Untick it when they no longer want them. Switching the chat off forgets it.
  • Their shop account on the chat. The chat has your shop under More → Live data, with the customer found (the order card shows their latest order). ChatPilot reads their orders from there, read only.

Set it up

Open Automation → Rules & auto-answer → Messages to shop customers:

  • Write review requests after delivery switches it on.
  • Template name and Template language: exactly as in WhatsApp Manager (like review_request and en_US).
  • Template text: the template's text as Meta approved it. ChatPilot fills {{1}} with the customer's first name, {{2}} with the order number and {{3}} with the Review link.
  • Write it … days after delivery: 3 to start with.

What happens

Every hour ChatPilot looks at the orders of the customers who agreed. An order counts as delivered when your shop says so (Shopify: the shipment is delivered; WooCommerce, Magento and Lightspeed: the order is completed). The set number of days after it first saw that, the draft is waiting in the customer's chat, with a note which order it is about.

  • Send sends it as your WhatsApp template, filled in.
  • If you change the text, it goes as an ordinary message instead, which WhatsApp only allows within 24 hours of the customer's last message. Otherwise sending fails and says so.
  • Discard and that order never gets one again.

One request per order, at most one waiting per chat, and only for orders from the last 60 days, so switching on doesn't write to all your past customers. Nothing of it goes to the AI.

Messages when a product is back in stock and cart reminders work the same way: see Back in stock and cart reminders.

Checked against ChatPilot 0.1.0b5. Report a problem with this page