Collect customer feedback with a WhatsApp Flow template

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.

Screen 1: Feedback form (`FEEDBACK_FORM`)

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

Tapping Submit Feedback completes the flow.

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": {}
    }
  ]
}

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Collect customer feedback with a WhatsApp Flow template

Who should use this template

Screen breakdown

Screen 1: Feedback form (`FEEDBACK_FORM`)

Components used

Submitted payload

How to generate this flow

Flow JSON

​Who should use this template

​Screen breakdown

​Screen 1: Feedback form (FEEDBACK_FORM)

​Components used

​Submitted payload

​How to generate this flow

​Flow JSON

Who should use this template

Screen breakdown

Screen 1: Feedback form (`FEEDBACK_FORM`)

Components used

Submitted payload

How to generate this flow

Flow JSON