Feedback form with follow-up
When to use it
Section titled “When to use it”- 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.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form people fill in | The Feedback form this playbook creates; send its link after the visit, or print it as a QR code. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Customer care | Calls people who gave a low score. | Empty |
| Form | Feedback | A one-page rating form with an optional comment. The score is saved on the profile. | Draft, not published |
| Template | Thanks for your feedback (email) | Thank-you email, with a review link if you gave one. | Ready |
| Follow-up | Feedback: low score call | A low score gives the care team a call task; the outcome is saved on the profile. | Off |
| Follow-up | Feedback: thank you | Everyone gets the thank-you (and review link) an hour later. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your organisation? | none, must answer | org_name |
| 2 | What are you asking about? (as the form will say it, e.g. "your visit") | your experience | about_what |
| 3 | Which team calls people who gave a low score? | Customer care | care_team |
| 4 | Where should people leave a review? (leave empty to just say thank you) | empty: skipped | review_url |
| 5 | Which scores count as unhappy? (out of 5) | 2 | low_score |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Sender address | ‹workspace default_sender› | email_from |
| Hours the care team has to call | 24 | call_due_hours |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- A score of 2 or lower creates a call task straight away, due in 24 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.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| The thank-you and review request | A verified sending domain for ‹workspace default_sender›. |
What you need to do
Section titled “What you need to do”- 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 Customer care team.
- Publish the form, then switch both follow-ups on.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
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.
It passes when every piece is a valid draft and everything lands off, with at least: form, workflow, message_template.