The customer feedback template makes it easy to collect structured ratings and qualitative comments from customers directly inside WhatsApp. The user sees a radio-button group to rate their overall experience on a five-point scale (Excellent to Very Poor), an optional comments field for free-text feedback, and a checkbox they can tick if they want to be contacted about their response. Your bot receives all three values when they tap Submit Feedback.
Who should use this template
This template suits any business that wants to measure customer satisfaction after a purchase, service, or interaction: retailers, service providers, hospitality businesses, clinics, and support teams. It is also a useful starting point for Net Promoter Score (NPS) flows or post-appointment follow-ups.
Screen breakdown
The flow has one screen.
The screen title is Your Feedback and the heading reads “How was your experience?”
| Field | Type | Required | Options |
|---|
| Overall Rating | RadioButtonsGroup | Yes | Excellent (5), Good (4), Average (3), Poor (2), Very Poor (1) |
| Additional Comments | TextArea | No | Free text |
| I’d like to be contacted about my feedback | OptIn | No | Checkbox |
Components used
TextHeading, TextBody, RadioButtonsGroup, TextArea, OptIn, Footer
Submitted payload
When the user completes the flow, your bot receives:
| Key | Value |
|---|
rating | Rating ID — "5" (Excellent) through "1" (Very Poor) |
comments | Free-text comments (optional) |
follow_up | true if the opt-in checkbox was ticked |
How to generate this flow
Open the AI agent in your Paige project and send a prompt like:
"Use the customer feedback template""Create a customer satisfaction survey flow""Generate a flow based on the customer feedback template"
The agent creates and syncs the flow to Meta. You can then ask it to rename the rating labels, add a follow-up screen, or change the opt-in label.
To turn this into a post-purchase review flow, ask the agent: “Update the feedback form heading to ‘How was your order?’ and add a required dropdown asking which product the customer bought.”
Flow JSON
Below is the complete flow definition from this template.
{
"version": "6.0",
"screens": [
{
"id": "FEEDBACK_FORM",
"title": "Your Feedback",
"layout": {
"type": "SingleColumnLayout",
"children": [
{ "type": "TextHeading", "text": "How was your experience?" },
{
"type": "TextBody",
"text": "We'd love to hear your thoughts. Your feedback helps us improve."
},
{
"type": "RadioButtonsGroup",
"name": "rating",
"label": "Overall Rating",
"required": true,
"data-source": [
{ "id": "5", "title": "Excellent" },
{ "id": "4", "title": "Good" },
{ "id": "3", "title": "Average" },
{ "id": "2", "title": "Poor" },
{ "id": "1", "title": "Very Poor" }
]
},
{
"type": "TextArea",
"name": "comments",
"label": "Additional Comments",
"required": false
},
{
"type": "OptIn",
"name": "follow_up",
"label": "I'd like to be contacted about my feedback"
},
{
"type": "Footer",
"label": "Submit Feedback",
"on-click-action": {
"name": "complete",
"payload": {
"rating": "${form.rating}",
"comments": "${form.comments}",
"follow_up": "${form.follow_up}"
}
}
}
]
},
"terminal": true,
"success": true,
"data": {}
}
]
}
