# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: base.feedback-follow-up title: Feedback form with follow-up sector: base source: kind: synthesized notes: >- No customer has run a feedback loop with us yet. The pattern (a form answer starts a follow-up through a trigger property filter) is the one a real build used to act on a staff decision form; the rating form and the routing are written from the base patterns. derived_from: null vocabulary: person: person people: people group: team summary: >- Asks people how it went with a short rating form. Low scores give your team a task to call and put things right, and everyone gets a thank-you with a link to leave a review. when_to_use: - After a purchase, a visit, an appointment, a class or a support case. - You want unhappy people called quickly, and everyone asked for a review. requires: data_in: - how: public_form what: "The Feedback form this playbook creates; send its link after the visit, or print it as a QR code." channels: - channel: email for: The thank-you and review request needs: A verified sending domain for {{ params.email_from }}. events: - onboarding.submitted traits: - last_rating parameters: - key: org_name ask: true question: What should messages call your organisation? label: Organisation name type: string example: Northwind - key: about_what ask: true question: What are you asking about? (as the form will say it, e.g. "your visit") label: Asking about type: string default: your experience - key: care_team ask: true question: Which team calls people who gave a low score? label: Care team type: team_name default: Customer care - key: review_url ask: true question: Where should people leave a review? (leave empty to just say thank you) label: Review link type: url default: "" - key: low_score ask: true question: Which scores count as unhappy? (out of 5) label: Unhappy at or below type: number default: 2 - key: email_from label: Sender address type: email default: "{{ workspace.default_sender }}" - key: call_due_hours label: Hours the care team has to call type: hours default: 24 - key: greeting_fallback label: Greeting when a first name is missing type: string default: there timings: - A score of {{ params.low_score }} or lower creates a call task straight away, due in {{ params.call_due_hours }} hours, escalating to the same team's attention at the due time. - Everyone gets the thank-you email an hour later. Asking only happy customers for reviews ("review gating") breaks Google's and most review sites' rules. - Every score is saved on the profile as last_rating. customer_must: - Send the form's link after the moment you're asking about, for example from a follow-up that runs after a purchase or appointment, or print it as a QR code. - Add people to the {{ params.care_team }} team. - Publish the form, then switch both follow-ups on. objects: - ref: team_care kind: team about: Calls people who gave a low score. body: { name: "{{ params.care_team }}" } - ref: form_feedback kind: form about: A one-page rating form with an optional comment. The score is saved on the profile. body: name: Feedback slug: feedback description: "How was {{ params.about_what }}?" draft_state: version: 1 meta: { layout: classic, submit_label: Send, success_message: Thank you for telling us. } pages: - id: p1 title: "How was {{ params.about_what }}?" description: It takes ten seconds. fields: - { id: f_rating, key: rating, type: rating, label: "How would you rate {{ params.about_what }}?", required: true, maps_to: { mode: custom, key: last_rating, trait: true }, validation: { min: 1, max: 5 } } - { id: f_comment, key: comment, type: long_text, label: Anything you'd like to tell us?, required: false, maps_to: { mode: custom, key: comment } } - { id: f_email, key: email, type: email, label: Your email (so we can reply), required: false, maps_to: { mode: mapped, slot: profile.email } } verification_settings: { required: false } - ref: tmpl_thanks kind: template about: Thank-you email, with a review link if you gave one. body: name: Thanks for your feedback (email) channel: email category: Feedback style: html status: active subject: "Thank you, {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" metadata: { email: { from: "{{ params.email_from }}", preview_text: "" } } variables: {} body: >-

Hi {{ traits.first_name | default: "{{ params.greeting_fallback }}" }},

Thank you for telling us about {{ params.about_what }}. It means a lot to the whole team at {{ params.org_name }}.

{% if "{{ params.review_url }}" != "" %}

Would you share it with others? Leave a review

{% endif %}

Unsubscribe

- ref: wf_low kind: workflow about: A low score gives the care team a call task; the outcome is saved on the profile. body: name: "Feedback: low score call" description: When a score at or below the unhappy line comes in, the care team calls. enabled: false trigger_type: event trigger_config: event_name: onboarding.submitted form_id: "{{ ref.form_feedback.id }}" property_filters: [{ property: rating, cond_operator: lte, value: "{{ params.low_score }}" }] properties: { $origamy_property_filters: true } steps: - id: s1 type: human_task config: human_task: title: "Unhappy feedback: {{ traits.first_name }} {{ traits.last_name }}" instructions: |- {{ traits.first_name | default: "Someone" }} rated {{ params.about_what }} {{ properties.rating }} out of 5. Their comment: {{ properties.comment | default: "none" }} Contact: {{ traits.phone }} {{ traits.email }} Call or email them, listen, and put it right if you can. Note what you agreed. assignee_refs: [{ type: team, id: "{{ ref.team_care.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: resolved, label: Resolved, intent: positive } - { id: follow_up, label: Needs more follow-up, intent: neutral } - { id: not_reached, label: Could not reach, intent: negative } due_hours: "{{ params.call_due_hours }}" wait: true wait_timeout_hours: 168 notify: immediate - { id: s2, type: action, config: { action_type: set_trait, traits: { feedback_follow_up: "{{ properties.task_outcome | default: \"unknown\" }}", feedback_note: "{{ properties.task_note }}" } } } re_entry_policy: every_time re_entry_cooldown_hours: 0 goal: {} exit_conditions: [] - ref: wf_high kind: workflow about: Everyone gets the thank-you (and review link) an hour later. body: name: "Feedback: thank you" description: The thank-you email, for everyone who gives feedback. enabled: false trigger_type: event trigger_config: event_name: onboarding.submitted form_id: "{{ ref.form_feedback.id }}" steps: - { id: s1, type: delay, config: { duration: 1h } } - { id: s2, type: action, config: { action_type: send_message, channel_config: { mode: single, single: { channel: email, template_id: "{{ ref.tmpl_thanks.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 720 goal: {} exit_conditions: [] eval: name: 67_base_feedback_follow_up mode: task vertical: "" prompt: >- Make a short feedback form that asks people to rate their visit out of 5. If someone gives 1 or 2, our customer care team should get a task to call them within a day. Send everyone a thank-you email with a link to leave a review. expect_artifacts: [form, workflow, message_template] forbid_terms: []